Phone Bridge (Call Blaze)
Last updated
Last updated
Phone bridge is basically used for tracking and storing all the phone calls made directly into our CRM. This enables the tracking of calls in real-time and directly updating that to the CRM. By enabling this channel we can directly track all the calls made from your phone, such as the duration of the call, how many calls came both inbound and outbound, and how many chats are missed. About all of this we can have detailed information stored with us. The system automatically logs all call records in the phone call logs, providing a comprehensive record of communication activities within the CRM platform.
Automations and actions can be made based on call status.For example,In an insurance company, when an agent calls a customer but the call goes unanswered, the call blaze feature triggers a connector to ensure timely follow-up. The system logs the call as Not Answered and automatically creates a follow-up task for the assigned agent, including the customer's information and the reason for the call.
Additionally, if an agent misses a call from a customer, an automated Whtatsapp message or email is sent to acknowledge the missed call, assuring them that an agent will reach out shortly. This process is automated through a workflow, and the missed call is prioritized in the agent's task with high priority and a special task title for that like Urgent:Call Back, for efficient follow-up. After the agent contacts the customer, they can add a follow-up task or call summary as the outcome in the CRM to ensure that any further actions required are documented.This automation enhances customer service by quickly addressing inquiries and simplifying the processes, ultimately leading to improved client satisfaction.
We need to install the Picky Assist app from the Play Store.
PLEASE NOTE :
CALL BLAZE IS ONLY SUPPORTED IN ANDROID PHONES
CURRENTLY CALL RECORDING IS NOT SUPPORTED
To configure the Phone Bridge feature, start by logging into your Picky Assist account. Navigate to the More menu, then select Settings and go to Channels. Finally choose Phone Bridge to set up the desired preferences.
Global settings are the main settings and according to the settings we have enabled there the phone bridge works. The whole phone bridge settings will work according to the settings enabled in the global settings.
Please follow the steps mentioned below
In the Global Settings, ensure to enable the status button. If you are enabling this status button then only it will work.
The Status option defines the status of the phone bridge channel, that is if you are disabling this the channel won’t work.
To Add users you can go to more menus>organization>users. Here we will be able to create new users. All the users who have logged into the mobile app will be listed under Select Users (see the above picture). From here, you can select the desired user for the Call Blaze configuration.
It is one of the most important features and here you can track all the calls of the user and under the call tracking option you will have three options.
Let User Decide, allows users to choose the SIM card from which calls should be tracked. For example, consider the case in which the user has two sim cards then let user decide option allows the user to choose which sim needs to be tracked.
Track All Calls, grants permission to track calls from both SIM cards in the mobile device.Here system will track calls from both the sim in your mobile.
Track Specific SIM, enables the tracking of calls specifically from a selected SIM card. Here if you are having two sims in your phone then by enabling track specific sim the calls from only the selected sim will be tracked.
By enabling this all the inbound calls you receive will be directly added as a contact in Picky Assist. But if Add contact is disabled then the calls won’t be added and when you turn it on the calls will be automatically added.
If the Follow up Action is enabled, you will be able to follow up with customers by creating tasks for them directly from the mobile app. User is able to create Follow-up for all incoming and outgoing calls.
For example, when a support agent successfully resolves an issue for a customer, they have enabled "follow-up action". This allows the agent to create a specific task that reminds them to check in with the customer after a week to ensure their problem has been fully resolved and that they are satisfied with the solution provided. Following up is important because it shows customers that the company genuinely cares about their experience, helping to build trust and making customers feel valued.
Additionally, when the follow-up action is enabled, the agent can add notes about the previous call, including details about the customer's issue, how it was addressed, and any specific advice given. This helps the agent manage their tasks more effectively, as the notes make it easy to identify and track each customer's follow-up process. Overall, the follow-up feature and note-taking are valuable tools for support agents, ensuring that customers feel supported and appreciated throughout their experience with the company.
Once the user adds the follow-up from the mobile app, they will be able to see it in the CRM Task Module. The agent who creates the follow-up will be the default owner of that task and will also be able to see the associated contact (associated record) related to that follow-up within the Task Module itself. Please see the below picture.
This feature allows you to automate follow-up actions based on specific call events, ensuring that no interaction goes unattended.
You can set up a connector, either by creating a new one using the "Create Connector" option or choose from existing connectors in the drop down menu.
When to trigger connector :
The connector can be triggered by various call events, including:
Answered: When a call is picked up and connected.
Dialed: When a call is initiated by the user.
Missed Call: When a call is missed by the recipient.
Not Answered: When a call is not answered after ringing.
Ringing: When a call is actively ringing on the recipient's phone.
This flexibility allows you to perform targeted actions, such as sending automated follow-up messages, or updating CRM records, based on the specific event that occurs.
For example, consider the case of a call not answered here. We can set you a follow up message for that contact by using the connector or we can trigger a chatbot from there and thus add a contact to a sequence in the follow up action.
Once all settings is made click on the "Save" button.
In the 'User Settings,' you can review all the information and settings previously enabled in the global settings option.
All the users added in Global settings will be shown here and here in the user settings, we can customize the users according to our needs by clicking on the edit option. Please see the picture below.
By clicking on the edit option against each user you will be able to edit the settings for each user according to the customization you require and then you need to click on update.
Under the Devices option, you will be able to see all the devices of the users who have logged in under the admin.
In the last option labeled 'Stats,' you can view the total number of calls, (inbound calls, outbound calls, missed calls, call duration). Please see the picture below.
We can see a detailed graphical representation of the total calls made by the agents.
We can see the total incoming calls graphical representation.
We can see the graphical representation of the total outgoing calls.
Agent wise call table here we will be able to see the agent wise call tracking for inbound calls, outbound calls and the total calls.
Agent wise Call here you will be able to see the agent wise Dialed, Answered and Missed Calls.
Agent wise Call Duration Here you will be able to see the duration of the calls by the agents. You can adjust the time to be in seconds, minutes and hours according to how you want to view.
You can go to more menus> organization> users here all the users under you will be listed and you can also create users from here.
When you click on manage you will be listed with all the permissions settings for user.
In the CRM we can see all the calls logs duration and the respective agents under the module call logs and further automation can be done by using the Work Flow. For example, we can add the follow up actions for the calls not answered situations by using workflow.
When a call is made while the user/agent is offline, it will be added to the Call Log module once they reconnect to the internet and refresh the module.. This feature ensures that all call activities are accurately captured and logged, providing users with a complete and organized record of interactions without missing any details, regardless of their online status during the call.
Here we will be able to see the the Call Duration, the Sim used to make the call,the status of the call, Call direction (inbound or outbound), Call start time, Call end Time.
For example by seeing the Call log Module Admin can see all the details of the call made by the users under him such as the call duration, from which sim they have made the calls,the incoming calls, outgoing calls, call start time , call end time etc.
We can also add record by bulk importing and if you are importing then under the source it will be shown as import.
In the 'Permission' settings, users can selectively grant permissions to agents, such as disabling public read and public write to restrict access to specific information for enhanced privacy and security.
We need to install the Picky Assist app from the playstore and then enable all the settings.Make sure to allow all the settings before installing the mobile app.
Login to your Picky Assist account> Profile> View Profile> Devices>Add Device and click on Add device and a QR code will appear.
When logging into the Picky Assist mobile app,You will get an option to either login directly by putting in your email id and password or you can login by scanning the QR code and you will be able to login and another window will appear with the device connected.
Click on the navigate button located at the top left corner, go to 'Settings,' and under the 'Phone Syncing' option, choose which SIM card to sync with the app. You can either select both SIM cards or choose a single SIM based on your preferences.
Here we need to select the SIM for configurations and you can select which sim you want to connect with Picky Assist
In that you need to click on click here to view configuration and then another window will be opened.
Enter your phone number with the country code in the Phone Number field and click on the Configure option to set up the selected SIM. When you do this, another popup will appear asking you to dial 111 to configure the SIM from which the call is made.
After making the call you need to get back to the app.
You need to click on the save button and then close this pop up and the SIM you want to be tracked will be connected.
When this setting is enabled, enter the international prefix or country code (e.g., "+1" for the USA or "91" for the IN ). This prefix will be automatically appended to outgoing phone calls, ensuring they are correctly formatted and added to the CRM with the appropriate country code.
Phone Number Length Without Country Code: Specify the length of the phone number excluding the country code. This helps ensure that phone numbers are validated and synced accurately within the CRM.
Ignore Prefix for International Calls: The "Ignore Prefix for International Calls" setting controls how international call prefixes are handled. When enabled, it disregards the predefined country codes during call tracking. Ensure to include either the “+” symbol, 000 digits or the correct country code when dialing international numbers to ensure accurate tracking within the CRM.
Copy to clipboard is enabled then the number will be automatically copied to your mobile phone's clipboard.
Notification When this is enabled, you will receive notifications in your phone for calls made from the CRM module.
Dialer : When enabled, making a call from the CRM module will automatically redirect to the phone's dialer with the dialed number in the CRM.
Dial: When enabled, calls made from the CRM will be directly initiated from the connected phone.
Follow-up: When this option is enabled, after every incoming or outgoing call, a "Follow-up" pop-up will appear. This allows you to view the contact’s details, add a task with a due date, and, if needed, can include a call summary. The task will be available in the CRM's Task Module and also associated with the record in the call logs.
(Please note that this will only function if you have granted the 'Display Over Other Apps' permission)
Now every time we make a call a pop up will come in our mobile.
Please note that there are some permissions required which are required for the mobile app which are listed below. Please make sure that the permissions for call logs and phone should be enabled.
Notification, Microphone, Phone, SMS, Call logs must be enabled always. Display over other Apps should be enabled for follow up actions
Please disable the battery optimization for the app (see the picture below). If battery optimization is enabled, the app may not function properly in all scenarios, which could result in missing call logs and real-time notifications.
It's very important to note that when we configure the follow-up action for a user, we need to enable these permissions in the mobile app to activate it :
Before getting started, please take a look at the Task Module and how it works. Click here to read more.
Display Over Other Apps
It's mandatory to enable the permission "Display Over Other Apps." The mobile app will show the follow-up action popup only if this permission is enabled for the app. Otherwise, it will not display the follow-up action popup for inbound and outbound calls.
Follow-up Quick Action
Here, we can partially enable and disable the follow-up action, as there may be cases where we don’t need to add a follow-up for every call. Therefore, we can adjust the settings according to our requirements.
Once we have enabled the mandatory permissions, the follow-up actions popup will appear on your mobile screen for every incoming and outgoing call at the time the call ends. This allows us to add follow-up tasks and an additional call summary for each call according to requirements.
In the follow-up action popup, you can add a follow-up due date and time, as well as an option to add notes (call summary).
see the below picture:
Note : The Follow-up Action popup will appear only for calls made using the SIM configured in the Phone Bridge user settings.
We can make calls directly from the CRM if CallBlaze is set up. For example, if a sales agent wants to contact leads, they can easily click the call button next to a lead's phone number in the CRM. This feature makes it much simpler for agents to reach out to potential customers without having to switch between different apps or tools. By keeping everything in one place, agents can save time and focus more on their conversations, helping them work more efficiently and effectively.
To initiate a call, click on the phone icon next to the mobile number field (See the picture below).
BEFORE MAKING CALLS FROM CRM PLEASE NOTE THE FOLLOWING :
Ensure that your CRM Module has Mobile Number Field.
Call Button will not be shown if there is no Mobile Number Field in your CRM Module.
Please make sure that phone permission and call logs permission is enabled.
Under Quick Actions, ensure that Dialer, Dial, and Notifications are enabled. If using a dual SIM, notifications must also be enabled to view call request notifications.
Confirm that the connected mobile device has an internet connection to successfully redirect calls made from the CRM.
Calling from CRM Modules
When a single SIM is configured and the Dialer and Dial options are enabled in quick actions, making a call from the CRM will directly initiate an outgoing call from the configured sim.
When dual SIM is configured and the Dialer and Dial options are enabled, making a call from the CRM will redirect to the phone’s dialer, allowing the user to select a SIM.
In case if the phone is locked :-
For single SIM, the call will be initiated directly from the configured phone, even if the phone is locked.
For dual sim users, a notification will appear on the lock screen.
The Call Blaze Menu can be accessed from the right hand side of the Menu Bar in the Desktop as well as the Mobile app. By using this all the incoming, outgoing calls can be listed. In case of an agent if they are granted the permissions then accordingly they can also view the call details from the right hand side of the Menu bar.
Here by selecting filter we can filter the calls and know on which day how many inbound or outbound calls were made and we can click on apply filter.
By clicking on the Dialer option you can directly start adding the number. After adding the number click on Submit button to Call.
The system will send notifications for every inbound and outbound call. You can see these notifications on the desktop when you dial a number or when a call is received. For example, when an agent makes a call, both the admin and the agent will receive onscreen notifications displaying details such as contact name, mobile number, Call Duration and Call Status.
The system will show Onscreen Notifications for :
Incoming Call: When an incoming call is received on your configured number, a popup labelled "Incoming Call" will appear, showing the contact’s name, phone number, and click the Open Contact option to view the contact's details.
Outgoing Call: When an outgoing call is initiated by the user, a popup labelled "Outgoing Call" will appear, displaying the call information.
Call Ended: Once the call ends, the popup will be updated with the call status, indicating whether the call was answered, not answered, missed, or rejected. If the call was answered, the popup will display the call duration. Additionally, you can add a Call Summary, create a Follow-up Task, and attach a Voice Note. The voice notes and summary will be stored in the Notes , while follow-up tasks will be available under the Task field associated with the relevant record. (See the below picture)
Here are some frequently asked questions along with troubleshooting steps for using the mobile app and Call Blaze.
To resolve this issue, please check if whether you have configured the Country code to be appended along with the phone number while making outgoing calls. You can easliy configure the country code and the phone number length wihout country code under Phone Syncing settings on Mobile app Left side menu.
First, if you are experiencing any issues with the app, please check the app version in the left-side menu bar. If the app is not updated, please update it from the Play Store and try again.
If the issue persists, please try logging out and then logging back in.
If you still encounter problems, please uninstall and reinstall the app from the Play Store and then try again.
If the issue continues after trying the above steps, please report it to support@pickyassist.com
In this case you need to check the SIM configuration first that you need to check that you have configured the correct SIM or not. You need to check that all mandatory permissions are enabled for the app, such as Phone and Call Logs.
You need to make sure that your device is connected to the internet.
Some Android devices may not support the call syncing feature. If that is the case, please report it to support@pickyassist.com
Currently, we have no option to track WhatsApp Calls.
Yes, all the calls you received will sync to the CRM once your internet connection is restored.
In this scenario, please check the Battery optimization status for the app. If it is enabled, kindly disable it and check again.
Battery optimization can prevent the app from functioning properly on some Android devices. This may cause issues with syncing calls to the CRM and real-time notifications.
In this case, you can partially disable the call blaze status for that specific agent by going to Channels > Phone Bridge > User Settings from an admin account.
Another case is when you want to delete the complete Call Blaze configuration for an agent. From the admin account, go to Profile > Devices. There, you'll see a list of all your agents' devices logged into your project. Find the specific agent's device, then click on the Delete User button next to it to remove that agent's configuration.
In case you are automatically logged out from the app, please go to Profile > Devices. There, you can find your device login details. Click the Disconnect button to remove that device and then try scanning the new QR code to log in.
