On the Settings > Telephony page, in the “Automation” block, you can set up automation that helps you keep all calls under control: the system automatically generates tasks and inquiries for each missed or answered call, saving time and simplifying the team's work.
How to Create Tasks for Each Missed Call Automatically
1. Enable the Create a task for a missed incoming call checkbox.
2. Select the task assignee.
You can assign one, several, or all employees.
If the missed call contact has a manager, they will automatically become the task assignee.
If the contact is not in the database or does not have a manager, the system will appoint assignees from the list of selected employees in turn, taking into account who has access to the internal number to which the call was made.
If none of the selected employees has access, any employee from the list will be responsible.
3. Set a Due date for the task. Click on the corresponding field and select how many days, hours, or minutes to add to the current task creation time.
E.g., you set the value to 2 hours and missed a call on 19/06/2023 at 1 pm. The deadline for this task will be set for 19/06/2023 at 3 pm.
4. Set up the connection of the task with work orders and leads.
Create task in work order if client has an open work order — clients are searched by phone numbers (if you have several clients with the same phone number, the one created later than all the others is taken). Suppose such a client has open work orders (in the status of any group except "Closed / Dropped off"). In that case, the created task will be automatically connected to such a work order. If there are several work orders, the one created later than the others is taken.
Create task in lead if client has an open inquiry — clients are searched by phone numbers (if you have several clients with the same phone number, the one created later than all the others is taken). If such a client has open leads (in the status of any group except "Won / Lost"), the created task will automatically be connected to such a lead. If there are several leads, the one created later than the others is taken.
The task will be created without a connection if you cannot find a client, open work orders, or leads.
Be sure to click Save to apply the settings.
It's done! A "Missed call" task will be automatically created in Orderry after each missed call. The due date and the assignee in this task will be the same as you specified in the settings. The author of such a task will be the assignee you set first on the list.
Creating a Inquiry for Every Incoming Call Automatically
1. Check the Create Inquiry for an answered incoming call checkbox.
2. If necessary, you can select a specific type for such inquiries.
3. Select the inquiry manager.
You can assign one, several, or all employees.
If the contact from the received call has a manager, they will automatically become the inquiry manager.
If the contact is not in the database or does not have a manager, the system will assign managers from the list in turn, taking into account who has access to the internal number to which the call was made.
If none of the selected employees have access, any employee from the list will become the manager of the inquiry.
4. Set up rules for creating Inquiries.
Create an Inquiry even if a client has an open work order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.
Create an Inquiry even if a client has an open Inquiry. Enable this checkbox if you want an automatic Inquiry to be created even if the client has an open Inquiry. Otherwise, the Inquiry will not be created as long as the client has open Inquiries. The client search is performed by phone number.
Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the incoming call, one automatic Inquiry will be created.
Creating a Inquiry for Each Missed Call Automatically
1. Check the Create Inquiry for a missed call checkbox.
2. If necessary, you can select a specific type for such inquiries.
3. Select the inquiry manager.
You can assign one, several, or all employees.
If the contact from the missed call has a manager, they will automatically become the inquiry manager.
If the contact is not in the database or does not have a manager, the system will assign managers from the list in turn, taking into account who has access to the internal number to which the call was made.
If none of the selected employees have access, any employee from the list will become the manager of the inquiry.
4. Set up rules for creating Inquiries.
Create an Inquiry even if a client has an open work order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.
Create an Inquiry even if a client has an open Inquiry. Enable this checkbox if you want an automatic Inquiry to be created even if the client has an open Inquiry. Otherwise, the Inquiry will not be created as long as the client has open Inquiries. The client search is performed by phone number.
Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the missed call, one automatic Inquiry will be created.
Important: when you receive a call from an unknown customer who is not in the database, a new Inquiry is automatically created. If you don't link a new or existing customer to this phone number, the system creates a new Inquiry without information about previous conversations for each subsequent call.
To avoid this, first create or link a customer to an existing Inquiry. Then, the next calls will be automatically linked to an existing contact in the database, and the widget will show the entire history of interactions.
Inquiries that were created automatically from an incoming or missed call will be filled in as follows:
Inquiry type and Manager specified in the settings.
Name (if the client is already in your database) and phone number of the client. If the client is not in your database, "Unknown client" will be indicated instead of the name.
In the "Comment" field, you’ll see "Missed" for Inquiries created from a missed call.
Please note that automatic Inquiries are created both from existing and unknown clients.