<<Now that you've learned how to configure the system for Outbound Communication, customizing your configuration for incoming communications will be simple:
B. Flow Builder
A. Answering an inbound call is easy!
Calls are routed to users via Call Flows, which are configured by Users who have been given appropriate system management permissions. Calls can ring to individual Users or to Groups of Users. Users can receive calls placed to multiple phone numbers.
Based on the Call Flow configuration, the system knows which numbers will be routed to which User(s). Individual Users decide where within smrtPhone the calls routed to them will ring and be answered. Users can also decline or ignore incoming calls.
Chrome Dialer. A small banner will drop down from the Chrome Extension icon in the upper right corner of your Chrome Browser.
smrtPhone Web App. If you are logged in to smrtPhone from a browser tab, the dialer will extend down when there is an incoming call.
Mobile App. If you are logged in and active on the smrtPhone mobile app, you can answer inbound calls from your smartphone
When you are in the smrtPhone Web App/main dashboard and a new call comes in, the Dialer will open and display all available contact details:
The number of the person calling you
Associated contact record details (name, etc.)
Which of your Caller ID/phone numbers were dialed
To answer the call, click the green button.
When a call is connected, you have all of the same call controls and actions as were available in outbound calls.
When the call is complete, you can edit or add call notes and finalize the call.
The call will now appear in your recent Call Logs within the Dialer.
In the CTI Dialer, you can see the number your contact dialed in the Caller ID space in the lower left of the dialer window.
Note: you must have your status set as Available for any call to come in.
B. Flow Builder
It's helpful to think of Flows as a series of questions the system will ask to determine how to route a call or text and you get to program the answers! When a call or text comes in on a specific phone number, your smrtPhone system will look for the Flow assigned to that number.
In order to decide what happens to your incoming communication, you have to configure a Call/SMS Flow.
❗❗❗ Please, be aware that without a Call/SMS Flow configured, no incoming communication will reach you!
C. How to Build a Call Flow
To build a new Call Flow for incoming calls, first, click the Green "✅ Create a New Flow" button from the upper right corner.
Name your Flow something meaningful (you can rename it later if needed) and click "Create Flow"
Drag the desired Applet from the left to the dotted-line boxes within the Call Flow dialogue window where it says "When a call begins, what should we do?"
The Applet dialogue window will appear below, make sure you set all of the options exactly as you want them.
If you want to use more than one Applet in a flow, you can X the finished Applet dialogue window and drag the next one over.
You can Save your Flow at any time during the process by pressing the Green "✅ Save Flow" button.
To close the Flow Builder, click the gray Close button from the right-hand menu.
To delete an Applet from a flow, use the ⛔️ icon on the Applet and confirm you would like to delete it.
To replace/swap Applets, you can simply drag a new Applet on top of an existing one and confirm you would like to replace it.
You can learn more about Call Flows and useful Applets within the flow by reading our documentation: Inbound Calls - Building a Call Flow.
D. Call Controls
While you’re on a call, you have all of your favorite smrtPhone call features available.
All smrtPhone Users can:
Keypad (to navigate a phone menu)
Take Call Notes - to be taken during the call or upon call completion (or both!)
And, if you're a smrtPhone Pro user, all of the above plus:
Conference Calling and Warm Transfer through the “Add Call” button
After a call is completed, you’re given several options on how to manage this contact under the “Actions” drop-down menu:
Mark as Spam - which adds a number to your blocked list
Create Contact - creating a new entry within your CRM
Update Contact - adds the phone number to an existing Contact.
You can also continue to finalize any notes necessary for the call.
Any notes taken during (or directly after) a call will be automatically logged and visible in Tasks. Once you click “Finalize Call,” it will prompt you to select a Call Disposition such as Answered, Busy, etc.
Call Dispositions will help with audience segmentation and automation within your system. They are shown at the end of a call, as part of finalizing a call, allowing you to mark communications status so you know what the next steps for follow-up should be.
E. Receiving text messages
To be able to receive a text message, you first have to set an SMS Flow, similar to your Call Flow.
You can learn how to configure a simple SMS Flow by reading this article here: Flow Builder - SMS Flow.
When logged in to smrtPhone from the Chrome web browser, your Inbox is accessible from the left navigation, from the menu icon that looks like two conversation bubbles. You can find the Inbox:
On Web App - previously mentioned - from the left navigation panel
On Google Chrome Extension - up on the menu bar, after Dialer and Recent Calls
On Mobile App - down on the menu bar, after Recent Calls and Dialer
On CTI Dialer - up on the menu bar, after Dialer and Recent Calls
In your Inbox you will find two sections with the following subsections:
Text messages for your User
Voicemails for your User
Text messages for your Groups
Voicemails for your Groups
Learn how to read your messages and listen to Voicemails by reading these articles here: How to view text messages and listen to Voicemail on the web app. or Mobile App.