If you have a chime Call Package, you will want to be prepared for when a lead actually makes a call to your Chime virtual number so that you can answer the call and document things appropriately in the CRM. This article will be broken down into two sections--what it looks like when a "known lead" (someone you already have in your database) or an "unknown lead" (someone not yet in your database) makes a call to your virtual number.
*IMPORTANT: Users need to purchase the call package add-on feature in order to use this feature. For more information, please reference Add Call or Text Packages.
When a lead calls you, the Incoming Call tab will appear on the right side of your CRM page. Click the "minimize" arrow to make the call panel small in the bottom-right instead.
When you receive a call. You will be able to see the lead's name, number, and most recent last contact information pulled from the lead profile.
Answer the call on your bridge phone (see Call/Text Package Settings) first, and then the Inbound call panel will appear on the CRM. At the top of the panel you will see the lead’s name, number, and call status.
In the Outcome section you can set the following outcomes:
- Talked - Call connected successfully
- Voice Message - Left a voice message
- No Answer - Lead did not answer the call
- Bad Number – Invalid number
- DNC Number - Do not call number
- DNC Contact – Do not call contact
You can send a text to the lead during your call. Click Select Template to choose a saved text template. You can also add notes in the Note section and have those saved to the lead profile after the call is ended and saved successfully.
Above the red End Call icon, you will see three buttons: New Appointment, Add a Task, or Leave a Voice Message. For more information on preparing a pre-recorded voice message that can be used, reference Voice Messages for Inbound & Outbound Calls. Pre-recorded messages can only be used for outbound calls, of course.
Once you click the End Call icon, the Call Result window will appear. Here you can view the call details, call recording (if applicable), call outcomes, notes, texts, appointments, and tasks. You can change the call outcome after the call. You can also send additional text messages, add new tasks, or add appointments after the call.
Before you save the call result please rate the quality of the call. This allows for us to provide feedback to our provider and make sure the quality is maintained as high as possible.
After you click Save, you can view the call result from the lead’s timeline at any time in the future.
Unknown Leads (+ add to existing lead)
When an unknown lead calls you the Incoming Call tab will appear on the right side of your CRM page and the number will be displayed:
Once you answer your phone you can choose to add the number to an existing lead or create a new lead to associate with that number:
If you click Add to Existing Lead you can search for a lead and will be able to find the number in the lead’s detail page later as needed.
Once you have saved the number then the Incoming Call panel will appear.
Unknown Leads (+ create a new lead)
Once you answer the phone, click + Create New Lead. The number will automatically be saved and appear in the People page. You can then go back and add the lead’s information after the call.
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <firstname.lastname@example.org> or by phone at 1 (855) 981-7557.