Your smrtPhone integration - beta
This is an outline of the steps to get smrtPhone working within your Billions CRM - Salesforce. The links below bring you to the smrtPhone documentation portal for step-by-step instructions.
If you need help, please reach out to smrtPhone using the Chat feature from the documentation portal, smrtPhone website, Web App, and Mobile App (under Settings). Live Chat is available weekdays from 9 AM - 9 PM ET. After-hours messages are returned the next business day.
For Beta testing, we are offering a free one-month subscription of smrtPhone Pro, in exchange for your feedback to make the user experience better. We will also give you a $7 credit to apply toward usage.
The remainder of your usage will be your responsibility (call minutes, text messages, call recording, etc.) and will require maintaining a credit balance on your account.
Both the subscription and the credit balance are at the company account level, meaning all team members draw from the same pool.
This article will help you set up and activate smrtPhone in your Billions CRM including:
A. Setting up a smrtPhone Account for use in Billions - Salesforce
Before you can use smrtPhone, you need a smrtPhone account with an active subscription. You can set up a new account by following these instructions here:
Click on the link you received to start a free trial (case sensitive, please contact Billions CRM)
Fill in the form and click “Start Your Free Trial” at the bottom of the form.
This will take you to the Connect CRM page. Select “Connect to Salesforce”. This will redirect you to log in with your Salesforce credentials.
Once you have logged in you will be asked to select a plan and enter your credit card information (for usage and also for when you activate your subscription). This screen is also where you would enter any discount codes you may have received from Billions.
‼️ IMPORTANT: You will automatically be placed into a Trial Plan, which is a free 30 day subscription, but with limitations. To fully use the system and test the beta product, you must activate your subscription. Detailed instructions are available here>>
The next step is to invite the Billions team as a User with customized permissions into your smrtPhone account. (See Step C below) so they can complete the configuration for you.
We recommend you familiarize yourself with the beginner guide to smrtPhone. It will provide guidance with activities such as: how to buy numbers, how to configure flows for inbound calls and text messages, and how to manage users.
B. Install and activate smrtPhone into a Billions Salesforce Account
The Billions team will be installing the smrtPhone CTI dialer into your CRM for you.
They will download the dialer and connect the call center for you. You will need to give the designated Billions contact as many permissions as you want, in order for them to operate within your smrtPhone account and let them know when that is complete (See Step C below.)
If you would like to learn more about this process, find more information in our documentation: How to Install smrtPhone into a Salesforce Account >>
C. Invite new Users to smrtPhone
Once smrtPhone is connected to your Billions Salesforce CRM, you need to invite your employees and agents and activate the smrtPhone CTI Dialer for each of them.
The most important step is to make sure you've first added the designated Billions contact as a User, so they can help manage the setup for you.
Note: Users in smrtPhone (for the phone system and the power dialer) do not have to be members of your CRM system. For example, it is common for companies who use VAs to invite the agents only into smrtPhone to make the outbound calls and not have full visibility into the CRM.
How to Invite Users
You have two options to invite Users within smrtPhone: find them from the list of Users in your CRM workspace or invite them by email.
To invite new Users, you will access your smrtPhone Admin Dashboard > Users > Invite User.
You can choose to invite them by email or by searching your CRM members.
Also, you have the option to personalize the permissions from the moment you send this invitation. (You can update their permissions later if you want.) If you invite a User by email, you can also later connect them to your Salesforce CRM; it's up to you.
After this step, you can track User invitations to check the status and also revoke/resend them if needed.
If you invited a User via email, the next step is up to them. They must accept the invitation and finalize the creation of their account. They will receive an email with the invitation and from there they will be directed to set up their User account. Invitations will expire in 2 days time.
If you invited a User by Salesforce CRM, they will need to create their own smrtPhone Credentials (see Section E below).
D. Activate smrtPhone in Billions for your Users
You must grant users access to smrtPhone within Billions Salesforce CRM. This needs to be done manually within each individual user configuration.
Your designated Billions contact will be setting this up for you. It’s simple to do, just takes a series of clicks to get to the right spot.
Go to SETUP in the upper right corner.
Drill down on this path: USERS > USER > EDIT > CALL CENTER
Once there, check off: SMRTPHONE CTI ADAPTER and save.
‼️ NOTE: You can have multiple phone system/call center options within your Salesforce account, however, each individual user can only use one phone system at a time.
Now it should be all set: the smrtPhone dialer will appear in the bottom left of the page, under the button “Phone 📞”. Clicking that will pop up the dialer interface to make calls, send text/SMS messages, and see your inbox.
Note: The very first attempt to open the dialer might take a minute to load. Subsequent use should load quickly. If you think it’s taking longer than it should, refresh the page.
⚠️Troubleshooting Note: If the Phone (dialer) or if the Caller ID fails to appear or appears to be the wrong size, you can fix it/reset it by going to Setup > Call Centers > Edit and pressing the Save button.
E. Create smrtPhone credentials
If Users are invited by CRM, rather than by email, they will need to create their own smrtPhone credentials. Most of our tools have a "Log in with Salesforce" option, but it is helpful to have smrtPhone credentials as another way to log in to parts of the smrtPhone communication platform including the Mobile App and Chrome Dialer.
To create or change your smrtPhone login credentials:
Log into the smrtPhone Web App dashboard using Login with Salesforce
Go to your Account Menu in the upper right and select ⚙️ My Account.
On the General tab, you can set or change your password.
You can then use these to log in to the Mobile App and the smrtPhone Chrome Extension.
The Chrome Dialer allows you to access smrtPhone (connected to Billions) from any tab - including answering/dialing voice calls, sending/reading text messages, listening to voicemail (individual and Group), and viewing/managing recent calls.
Issue: New Leads Erroneously Created When Call or Text Occurs
We see this issue when an older version of the installation link has been used. The newer version contains updates, expansion in features, and bug fixes.
Fix: Reinstall using the most recent link. Contact Support if you need help finding it.
Issue: Dialer takes a long time to load
Typically we see this issue with the first time the dialer loads and then subsequent loading has no issue.
However, if it persists…
Fix: Refresh the page
Issue: Dialer interface appears the wrong size for the pop-up window
If the dialer interface goes outside of the pop-up window, you need to reset it.
Fix: Go to Setup > Call Centers > Edit > Press Save button (again)
Issue: Caller ID fails to appear
If the Caller ID information does not appear for a known contact (not visible in the window because of the wrong size), you need to reset the dialer.
Fix: Go to Setup > Call Centers > Edit > Press Save button (again)
Next, you will learn about using our dialer, Call Flows, SMS Flows, Inbound and Outbound Communication. so, learn how to Configure your smrtPhone system >>
Also, you can learn here how to edit Tasks in your Salesforce Account.