Calling and SMS

How to set up Phone and SMS in FlowForce

Open Integrations, then Phone & SMS, and click Connect. Once it is connected, add a phone number. You use that number to call and text leads from FlowForce. Phone setup is part of the Go live checklist on your Dashboard. Healthcare and legal workspaces do not see that step. The Phone and SMS page with connection status and your numbers Steps 1. Click Integrations in the sidebar, then Phone & SMS. 2. Under Connection status, click Connect. FlowForce shows Phone & SMS connected when it is ready. 3. Click Add number at the top right to get a number for your workspace. You need to verify your identity before you can buy a number. See How to verify your identity before you buy a phone number in FlowForce. 4. Your numbers show under Organization numbers. One number is marked Default. Organization numbers Each number shows its monthly cost, whether it is the default, and how many users can use it. To let teammates use a number, turn on Team sharing on that number. The bin removes a number. Personal caller IDs Under Personal caller IDs, add your own mobile number to show as the caller ID on outbound calls. These numbers are for voice only, not for texts. Pause or disconnect Pause pauses the connection. Disconnect removes it. If it did not work The status says SMS connected, calling unavailable. Texts work but calls do not yet. Click Refresh calling and try again. My teammate cannot use the number. Turn on Team sharing for that number. Related articles - How to make a call from FlowForce with the dialer and keypad - How to read and reply to text messages in the FlowForce Inbox

How to make a call from FlowForce with the dialer and keypad

Open Outreach, wait for Voice: ready to show in the header, then click Keypad, type a number and click Dial. The call runs through your browser, so you do not need a desk phone. Before your first call - Phone & SMS must be connected and have a number. See How to set up Phone and SMS in FlowForce. - Keep FlowForce open. The page shows Before calling until your browser softphone has connected. - Wait until the header shows Voice: ready, or click Start once it appears. The Outreach page showing Before calling while the softphone connects Call any number with the keypad 1. Click Outreach in the sidebar. 2. Click Keypad at the top right. 3. Type the number, or tap the keys. 4. Click Dial. The keypad is for ad hoc calls, when you want to ring a number that is not a lead yet. The keypad dialer with number keys and the Dial button Call a lead Open the lead and click Call at the top of the record. See How to open and work a lead in FlowForce. The call is logged against the lead. Other tabs on Outreach - Dialer is the main calling screen. - Power is the power dialer, for working through leads in a session. - History shows missed calls, voicemails and past calls. See How to review your call history, missed calls and voicemails. - AI Agents is covered in the AI articles. The parallel dialer, which places several calls at once, is marked Coming soon. If it did not work The page says Before calling and nothing happens. The softphone is still connecting. Wait for Voice: ready in the header. If it never shows, click Open Phone & SMS settings and check the connection. Voice is not connected. Connect Phone & SMS first. No outbound caller ID is available. Assign a Phone & SMS voice line, or verify your own mobile number under Personal caller IDs. I closed the tab and missed a call. Inbound calls only ring while FlowForce is open. Missed calls and voicemails show in History. Related articles - How to set up call outcomes in FlowForce - How to review your call history, missed calls and voicemails

How to review your call history, missed calls and voicemails

Open Outreach and click History to see your missed calls, voicemails and calls you have made. For totals and recordings, open Logs and click Call logs. The History tab 1. Click Outreach in the sidebar. 2. Click History at the top right. 3. Search by lead, deal or phone number, or filter with All calls, All dates and All users. Each row shows the outcome, who made the call, the lead, and the date and time. Outcome analytics at the top covers the last 7, 14 or 30 days. The call History tab with a softphone offline notice and past calls The softphone offline notice If you see "Inbound calls won't ring, softphone is offline", FlowForce is not ready to take calls. Keep FlowForce open until the header shows Voice: ready. While it is offline, callers hear your voicemail or miss the call. Missed calls and voicemails still appear in the list. Call logs For a full record, go to Logs in the ADMIN group and click Call logs. - The boxes at the top count Total, Outgoing, Incoming and Recorded calls. - The table shows the time, direction, lead or deal, user, the call outcome and notes, and a Recording column. - Search by name, phone, title, notes, transcript or summary, and use All Calls and Advanced filters to narrow it. Call logs with totals and the list of calls If it did not work A call is missing. Check the date filter, and that All users is set if you want to see teammates' calls. Recorded shows 0. No calls have recordings yet. I do not see Logs. Logs is in the ADMIN group. Your role may not include it. Ask an admin. Related articles - How to make a call from FlowForce with the dialer and keypad - How to check if a text message was delivered in FlowForce

How to check if a text message was delivered in FlowForce

Go to Logs in the ADMIN group and click SMS logs. Each text shows a status: Pending, Sent, Delivered or Failed. SMS logs with the delivery status of each message Steps 1. Click Logs in the ADMIN group of the sidebar. 2. Click SMS logs. 3. The boxes at the top show how many texts are Pending, Failed, Sent and Delivered. 4. Search by lead name, phone, email, message text or message ID, or use All Statuses to see one kind. What each status means - Pending is waiting to go out. - Sent has left FlowForce. - Delivered has reached the phone. - Failed did not go through. Read a row Each row shows the time, status, lead, the teammate who sent it, the number it went to, and the start of the message. Live, Refresh and Export are at the top right of the page. Other logs on the same page Email logs, Call logs, Audit logs and Power dialer are tabs on the same page. See How to review your call history, missed calls and voicemails for call logs. If it did not work A text shows Failed. Check that the lead has a valid mobile number on their record, and that your Phone & SMS connection is on. See How to set up Phone and SMS in FlowForce. A text is stuck on Pending. Click Refresh. If it stays Pending, check your connection under Integrations, then Phone & SMS. I cannot find a text. Clear All Statuses and the search box, then look again. Related articles - How to send a one-time text message to a group of leads in FlowForce - How to read and reply to text messages in the FlowForce Inbox

How to read and reply to text messages in the FlowForce Inbox

Click Inbox, then the SMS tab. Your text conversations are listed on the left. Click one to read it, type your reply at the bottom, and send it. The SMS tab in the Inbox with the list of text conversations Steps 1. Click Inbox in the sidebar. 2. Click SMS. The number beside it is a count. 3. Click a conversation in the list. 4. Read the messages. 5. In the box at the bottom, the line From shows the number you will send from. Type your message and click the send arrow. An open text conversation with the reply box and the sending number Start a new text Click Compose at the top right to write a new message. Folders On the SMS tab, the folders are Inbox, Drafts, Junk and Trash. Press r to reply and use j and k to move between conversations. Before you reply Texts send from your workspace number. If you have not set one up, see How to set up Phone and SMS in FlowForce. A text that does not deliver shows in the SMS logs. See How to check if a text message was delivered in FlowForce. If it did not work The SMS tab is empty. You have no texts yet, or Phone & SMS is not connected. The send arrow is greyed out. Type a message first. I replied but the lead did not get it. Open Logs, then SMS logs, and check the status. Related articles - How to send a one-time text message to a group of leads in FlowForce - How to use the FlowForce Inbox for email and text messages

How to set up call outcomes in FlowForce

Open My Company, click the Call outcomes tab, and click Add custom outcome. Type the result you want your team to pick after a call, then click Save. Steps 1. Click your name at the bottom of the sidebar, then My Company. 2. Open the Call outcomes tab. 3. Click Add custom outcome. 4. Type the name of the outcome, for example "Booked a demo". 5. Click Save. The Call outcomes tab with Add custom outcome A new workspace shows "No custom outcomes yet" until you add some. Where outcomes show up Each call's outcome shows in History on the Outreach page and in Call logs. See How to review your call history, missed calls and voicemails. Keep the list short A short list is easier to use. Aim for a handful of outcomes your whole team understands, so reports stay clean. If it did not work I cannot see Call outcomes. Your role may not allow it. Ask an admin. My new outcome is not in the list. Click Save after you add it. Related articles - How to make a call from FlowForce with the dialer and keypad - How to set up your company profile in FlowForce