Group Settings allows you to add the settings at the group level, which will be pre-populated for all the tracking numbers within that group.
Under the Group Settings option, you can add the settings for the following pages.
Table of Contents
Click to quickly access specific sections
General:
To navigate to this page, Click on Settings→Group settings→General.
The ‘General’ tab allows you to add the general settings for the group. Group name and Industry are the mandatory fields for the group.
You can select the default Login page for yourself. Available options are Dashboard, Conversations or specific report from the drop down list. You can also select the Default Actionable Insights, set the Spam Guard protection level, and set the share DNI settings here for the selected group in the breadcrumb.
Notifications:
Notifications work based on the particular triggers. For example, if the duration > 0 (Trigger), then send an email alert to test@convirza.com (Conversation action). There are multiple options for triggers and actions available in CAI. Different combinations of triggers and actions can be used.
To navigate to this page, Click on Settings→Group settings→Notifications.
You can add the Notifications for the selected group in the breadcrumb on this page. You also have the option to download the grid.
This page shows the grid with information on the Notifications.
You can create new Notifications, manage visibility, and set the default settings. By default, the Following Notifications are added to the top-level group.
To create the new Conversation action, please click the create button to open the following window. Add the trigger and the action, and click on save.
To edit the Conversation action, click anywhere on the row for a specific Conversation action and update the information. The Conversation action will be applied to the groups selected under applied to, and the Notifications will be visible for the sub-groups if the toggle for visible for subgroups is enabled.
You will also get the option to delete the Conversation action here.
Based on the trigger, you can add a conversation action to the ‘Send SMS to’ option. You will have four options for this.
- Phone number: The user can enter any phone number.
- Caller: SMS is sent to the caller Number. The user must enter an SMS and an opt-out message. When the customer Opts Out By replying ‘STOP’, they will receive an automated message, as shown in the screenshot.
- Agent: An SMS is sent to a user selected from a dropdown menu. Only users within the selected group are available to select.
- Assigned agent: SMS is sent to the assigned agent for the conversation
The same conversation action options are available under the Tracking Number settings, which are applied to specific Tracking Numbers and not to the group. Click here.
Custom Sources:
To navigate to this page, Click on Settings→Group settings→Custom sources.
On this page, you can add all custom source types for the selected group in the breadcrumb. You get the option to search for the custom sources here.
To add the custom sources, click on the Add button. Select the custom source type from the drop-down and add the custom source. You can add single or multiple custom sources from here. To add multiple custom sources, use commas. You can not add the same custom source multiple times under the same group for the same custom source type.
To delete the custom sources, select the custom sources and click on Delete.
Custom prompts:
To navigate to this page, Click on Settings→Group settings→Custom prompts.
On this page, you can add all audio files for the selected group in the breadcrumb. You can filter the list of custom prompts and add new ones. You also get the option to filter the audio files.
This page shows you the list of all audio files and their information. You can also listen to the audio files from this page.
You can add the audio files with the three methods mentioned above.
- Upload an audio file - You can upload audio files from your computer.
- Text to speech - You can add the text and select the options from the predefined list for the AI voice, and the entered text will be available in the selected voice to be used as an audio file.
- Record audio - you can also record the audio in your own voice.
Click done when the audio file is selected.
To delete the file select the files with the help of the checkbox and click on delete.
Routing Templates:
To navigate to this page, Click on Settings→Group settings→Routing templates.
On this page, you can save the templates for all route types for the selected group in the breadcrumb. This saves the time to provision the numbers. The options selected and saved in the routing templates will be pre populated while provisioning the number for that particular group.
You can filter the grid, and you also get the option to download the grid on this page.
To create the new template, click on Create, and name the template, click Next.
Choosing a different type of route types here will provide you with different settings. Fill up the information and click Next.
To delete the template, click anywhere on the row for that template in the grid, and it will open the details of the template. Click Delete.
Surveys:
To navigate to this page, Click on Settings→Group settings→Surveys.
On this page, you can save the survey templates for all route types for the selected group in the breadcrumb.
This page gives you the grid with all the saved surveys, which will be pre-populated for every tracking number created under that particular group.
To create the survey, click Create, which will open the following window.
Name the Survey, and select the type of the survey if it is for Caller or Agent. You can select Caller opt-in (For caller survey) or Agent Id prompt (for Agent Survey)
Add the questions, select the answer types, and save the survey. You will also get the option to delete the questions here.
You can click on any survey in the grid and get the option to Duplicate and Archive.
Data Append:
To navigate to this page, Click on Settings→Group settings→Data Append.
Our optional data append lookup service captures and displays third-party data associated with the caller's phone number by performing a reverse phone number lookup. This data is displayed in a way that provides a consolidated view of caller information and can be leveraged in many different ways to help drive strategic decision-making. We acquire complete information on over 65% of all calls, and on over 96% of calls, we acquire at least one of the following: business name, name, gender, address, city, state, zip code, country, carrier, and rate center. This data will be displayed on the add reports=> call logs with data append and call logs extended.
You will get the toggle to activate or inactivate this option on this page.
Temporary Routing:
To navigate to this page, Click on Settings→Group settings→Temporary Routing.
Enabling temporary routing will route all the calls received on the tracking numbers in the current group to the below-set configuration. Temporary route settings should be disabled to restore the original route configuration.
Currently, we only provide the option to set temporary routing to send calls straight to voicemail. Selecting a voice prompt is mandatory.
