PhoneIQ automation capabilities allow managers to streamline processes and eliminate manual data entry by triggering events in Salesforce based on PhoneIQ events like: Outbound calls, inbound calls, missed calls, voicemails, etc. Automations can perform a wide range of operations with Salesforce like automated call logging, automatic case creation, automatic task creation, and more.
Setup Workflow Automations
Step 1 - Naming
To create your first automation visit the admin portal, select the integrations app, click on the Automations tab and select "New automation". The first step is to name your automation.
Step 2- Automation Criteria
Select the criteria with which you want to automate workflows. Each automation can only support one type of automation criteria but can include multiple rules. Administrators can choose between:
Department: Will automate workflows based on events performed by all users of the selected departments.
Queue: Will automate workflows based on events related to the chosen queues.
Ring Group: Will automate workflows based on events related to the chosen ring groups.
Phone Number: Will automate workflows based on events related to the chosen phone numbers.
User: Will automate workflows based on events related to the chosen users.
NOTE: An event will only trigger one automation at a time. If an event qualifies for multiple automations, the following criteria of automation selection will be applied based on the automation criteria weight (the criteria with the highest weight will be selected).
Automation Criteria Weight:
User Level - 5
Department - 4
Queue - 3
Ring Group - 2
Phone Number - 1
Step 3- Exceptions
Exceptions allow administrators to exclude certain departments, users, phone numbers, queues, and ring groups from the automation settings. Multiple exception criteria can be selected for one automation, and events that fall within the chosen categories won’t trigger workflow automations.
Step 4- Automations
Choose what type of workflow automations you want to trigger based on the different events.
PhoneIQ Event type:
Outbound Call: Outbound calls to the PSTN that establish a connection with the other party.
Canceled Call: Outbound calls to the PSTN that are canceled before establishing a connection with the other party.
Inbound Call: Inbound calls from the PSTN to a PhoneIQ number that are answered by a user or IVR.
Missed Call: Inbound calls from the PSTN to a PhoneIQ number that are routed to a user but not answered.
Voicemail: Inbound calls from the PSTN to a PhoneIQ number that are sent to a Voicemail box.
Call Enqueued: Inbound calls from the PSTN that are enqueued and waiting to be handled by an agent.
Log as completed: Logs the event in Salesforce as a Task and marks it as completed.
Log as in progress: Logs the event in Salesforce as a Task and marks it as in progress.
Create & Assign to New Case as completed: Creates a New Case in Salesforce with Status New and logs the event in Salesforce as a Task related to the case and marks it as completed.
Create & Assign to New Case as in progress: Creates a New Case in Salesforce with Status New and logs the event in Salesforce as a Task related to the case and marks it as in progress.
Do Nothing: No work flow automations are triggered in Salesforce.
Step 5- Automation Settings
The default object used to log the call: If multiple records share the same phone numbers, select against which object should the call be logged (Contact or Lead).
Send recording URL to 3rd party apps: When enabled, the call recording URL will be shared and displayed using the Call Recording custom field within Salesforce tasks.
If the caller is not a contact, lead, or account then create a: If the caller is not identified by caller ID, PhoneIQ can create a new contact or lead object with the caller ID as the first name in order to preserve information.
Said new contact or lead wont be sync with PhoneIQ until its edited in Salesforce.
If there is an existing case or opportunity, log the call against: When enabled, if an existing open case or opportunity are found, the call will be logged as a SalesforceTask related to the object in question.
If more than one case or opportunity is found for the caller, then log the call against the: If multiple open cases or opportunities are found for the caller, PhoneIQ can log the call against the Newest or Oldest record.
If contact sync is not active, or if the caller isn’t matched as a contact in PhoneIQ then search the Phone Number using the Salesforce API: When enabled, if no object match is found in PhoneIQ, we will query Salesforce and search objects based on the callers phone number to an log activity.
Within the Automations view, hover over the listing and select the “Pause” option from the dropdown menu on the right-hand side. To reactivate the Automation, follow the same procedure and click “Resume”.
Within the Automations view, hover over the listing and select the “Delete” option from the dropdown menu on the right-hand side.