Introduction

If you have a Call Package, you will want to be prepared for when a lead actually makes a call to your Lofty 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 Adding / Removing Call or Text Packages.

Summary

• Appearance on Phone
• Known Leads
• Unknown Leads (+ add to existing lead)
• Unknown Leads (+ create a new lead)
• Missed Calls
• Questions?

Appearance on Phone

The incoming call will be received on whichever number is added as the "Bridge Number" under Settings > Communication> Call&Text  > Info & Settings.

In most scenarios, the "Bridge Number" is your cell phone. When you get a call from a lead it will show up on your phone as being from the lead's phone number and not from your "Virtual Number." If you have the Lofty mobile app installed on your phone, you may have access to caller identification. See How to Set Up Caller Identification for more information.

Known Leads

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 the number
• DNC Contact – Do not call the 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 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 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 on the People page. You can then go back and add the lead’s information after the call.

Missed Calls

Missed call notifications are important to pay attention to so you will want to know what they look like. Here is how they will display on the different Lofty interfaces.

Web App

From Known Leads

A missed call notification will be visible at the top right corner of the page. It can also be seen in the notifications as a "Missed Call."

A small red dot will also appear on the "Phone" icon at the bottom-right corner of the page. Click on this icon to go directly to the Call History page (if applicable). The Call History feature is available at the Accelerator call package and above (see Add Call or Text Packages).

From Unknown Leads

In addition to the missed call notification, users can also receive a reminder of "Unknown Inbound #." By clicking this notification, users can create a new lead directly.

The missed call can also be found on the Call History page (if applicable). There is a '+' button on the right of the missed call notification. Clicking on this will allow for a new lead to be created. Note that the Call History feature is available at the Accelerator call package and above (see Add Call or Text Packages).

Mobile App 

The same notifications are available for calls from both known and unknown leads. Here is how this displays:

Support Adding Unknown Numbers as New Leads

Many users provided feedback indicating that it was difficult to add a new lead on the mobile app when an unknown number calls or sends a text to the virtual number. Our features have been optimized so that when an unknown number calls the agent, there will be a push notification on the app. With just one top on the phone, the agent can add the number as a new lead.

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Lofty CRM.

Related terms: Unknown inbound, unknown lead