B-010. Phone Administration

This module automates the process of handling inbound phone calls, including missed calls and call logging. It ensures that missed calls receive follow-up text messages and captures detailed information from answered calls. It helps businesses manage phone interactions effectively, ensuring no leads are lost and all calls are logged properly.

How It Works: Surface Level

When the automation fires:

• It checks if an inbound call was answered.
• If the call was missed, it sends a follow-up text and assigns a task to a user.
• If the call was answered, it prompts the user to log the call details using a form.
• It routes and stores call details based on the interaction status (answered, missed, or incomplete).

Detailed Workflow Steps

Missed Call Workflow (B-010 WF2.1)

• Trigger: Call status is busy, cancelled, voicemail, or no answer.
• Actions:
  • Add "Missed Call" tag to contact.
  • Assign missed call to a user.
  • Create a follow-up task for the user.
  • Send an internal notification about the missed call.
  • Send a text message to the contact: "Sorry, we missed your call."

Answered Call Workflow:

• Trigger: Inbound call is answered.
• Actions:
  • Direct the user to fill out the call logging form (B-010 Incoming Lead Intake Funnel).
  • Form Details:
    • Capture lead’s first name, last name, business name, phone number, email, and optional physical address.
    • Include a conversation recap note.
    • Associate captured phone number with the incoming call.

Form Submission and Follow-Up Workflow:

• Trigger: Form submission of call details.
• Actions:
  • Send a follow-up message based on the conversation recap.
  • Add a tag indicating the call details were logged.
  • Store the conversation recap note for future use, even if it is not sent.

Tag Router Workflow:

• Purpose: Centralizes tag management and ensures seamless integration with other systems.
• Actions:
  • Aggregate and manage tags for call statuses (pending, incomplete, complete).
  • Clean up tags to ensure accuracy and relevance.
  • Facilitate integration by allowing customization of actions based on tags.

MIRO Board: Visual Breakdown

How It Works: Deep & Technical Level

Missed Call Follow-Up Workflow (B010 WF2.1)

• Trigger: Fires when an incoming call is not answered (statuses: busy, cancelled, voicemail, no answer).
• Actions:
  • Adds a "Missed Call" tag to the contact.
  • Assigns the missed call to a designated user.
  • Adds a task for follow-up.
  • Sends an internal notification about the missed call.
  • Sends a follow-up text message to the contact apologizing for the missed call.
• Integration: The "Missed Call" tag is collected in the tag routing workflow for further action or integration with other systems.

Answered Call Workflow

• Trigger: Fires when an incoming call is answered.
• Actions:
  • Directs the user to a funnel step where a lead intake form is embedded.
  • The form captures lead information, including first name, last name, business name, phone number, email, and optional physical address.
  • The form also allows the user to add a conversation recap note.
• Form Integration: The phone number from the call is automatically associated with the form data to ensure the contact information is complete.
• Decision Points:
  • Based on the form data, a thank-you message with or without a conversation recap is sent to the contact.
  • The note from the form is stored in a custom field, even if no recap message is sent.

Tag Routing Workflow

• Purpose: Centralizes the management of all tags used within the B010 module.
• Actions:
  • Aggregates tags such as "Missed Call," "Request Callback Pending," "Request Callback Incomplete," and "Request Callback Complete."
  • Ensures tags are updated and cleaned up to reflect the current status of the contact.
• Integration: Provides an easy way to integrate with other systems or modules by defining actions based on tag application, such as updating pipeline stages or triggering additional workflows.

By understanding these workflow steps and technical details, you can effectively use the Phone Administration module to manage inbound calls, ensure proper follow-up for missed calls, and capture detailed call information, thereby improving your phone communication processes and customer service.