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LeadManager - 18.2 Release

Release Features

LeadManager New Features Overview

Advanced SMS Text Messaging Feature

As SMS (Short Message Service) messaging is becoming a more dominant selling medium, LeadManager now features an enhanced SMS messaging platform that enables users to send text messages to their leads and get notified when their administrator sends automated text messages to them as well. Administrators now also have the power to create and control their SMS messaging strategy and give their users the confidence and visibility to use it.

 

Previously in LeadManager, the SMS texting feature provided the following functionality:

  • Admin only SMS texting with non-intuitive user experience:
    • SMS triggered by an action or status sent to a lead. If the lead replies, that reply comes in as an email to the LeadManager user.
    • User experience not optimal for admins to use and trigger texts, and also required nested XML schema
    • Only a select number of clients could send texts in bulk (utilizing long code)
    • Mobile number validation not included

Now in 18.2 LeadManager, the SMS texting feature provides:

  • Automated SMS:
    • Bulk texting (new: short code/opt-in) available for an additional charge
    • Individual texting (long code/triggered texts)
  • New: SMS Messenger Window
    • Delivers direct rep to lead text messaging and more instant access for prospect to communicate with rep, by keeping the workflow within their main screen
    • Seamlessly integrated click-to-text window pops up within LeadManager Priority View. Personalized by sales rep, not spam texting.
    • Automated Mobile Number Validation
    • SMS Activity Logging/Reporting
    • Included with LeadManager Advanced, usage fees apply

 

New Manage SMS Templates Page 

A new menu option has been added: Menu - Administration - Manage SMS. This page lists the SMS templates.  Its look and feel is similar to the Manage Posts page and it features an [Add New Message] at the top left of the page. 

 

Add/Edit SMS Template Page

This page has a similar look and feel as the Add/Edit Post page, with some minor modifications.

 

 

Clients can select who to send the SMS template to using the drop-down menu.  The Primary Contact phone numbers are the default selection and can be configured on the SMS Settings page under Client Settings.

 

If you want to send the template to someone other than the lead, open the “To” drop-down menu and select the phone to send it to.  If you select a number other than the Primary Contact phone numbers, Velocify will not conduct a lookup process for that phone number and conversations with that number will not be included in the Text Message window.

 

The Delivery/Drip Settings page has a new option: Status Trigger.  With this setting, clients can select either an action or status trigger for that particular template.

 

 

This new setting is also available on the Manage Posts and Manage Emails page.

 

New Roles and Permission: Manage SMS Template

On the Manage Roles & Permissions page in each column (Read, Add, Edit, Delete), the drop-down menus only have the Enabled/Disabled options. When enabled, the permissions work as follows:

  • Read: User can access the new Manage SMS Messages page and can view each of the children pages, but cannot edit.
  • Add: User can access the new Manage SMS Messages page, can view each of the children pages, and can add a new template.
  • Edit: User can access the new Manage SMS Messages page, can view of each of the children pages, can edit an existing template, but cannot add a new template
  • Delete: Can access the new Manage SMS Messages page, can't access the children pages, can't add new templates, can delete existing templates.

The default setting for these by role are:

  • Administrator: Enabled (all)
  • Power User: Disabled (all)
  • User: Disabled (all)

This page is accessible from the Menu - Administration - Manage SMS menu. If a role does not have Read permission, this menu item would be hidden.

 

New Roles and Permission: SMS Messenger

On the Manage Roles & Permissions page in each column (Read, Add, Edit, Delete), the drop-down menus only have the Enabled/Disabled options. When enabled, the user can access the SMS messenger window and can compose a new message to or respond to a message from a lead.

 

The default setting for these by role are:

  • Administrator: Enabled (all)
  • Power User: Enabled (all)
  • User: Enabled (all)

SMS Icon Option on Lead Views

An SMS button has been added to the following lead view pages:

  • Normal View
  • Priority View
  • Prospect View
  • “Manage Leads” from report results

Clicking this button opens a new SMS conversation with a lead in the messenger window.


Send Text Message Option on Lead Add/Edit

The option [Send SMS Message] has been added to the Options drop-down menu on the Lead Add/Edit page.  Clicking this button opens a new SMS conversation with a lead in the messenger window.

 

SMS Option Added to Manage Status

Because Velocify is separating SMS from Posts, a new trigger option has been added to the Manage Status page for SMS templates.  This option appears between [Emails] and [Posts].  When clicked, the user is routed to a page with the same look and feel as if the user clicked [Posts].

 

SMS Option Added to Manage Actions

Because Velocify is separating SMS from Posts, a new trigger option has been added to the Manage Actions page for SMS templates.  This option appears between [Emails] and [Posts].  When clicked, the user is routed to a page with the same look and feel as if the user clicked [Posts].

 

Calendar Event SMS Reminder to Lead

A new option has been added to the Add/Edit Calendar Event page in the reminder section so that the user can send an SMS reminder to the lead. The user can select how far in advance (relative to event start time) they want an SMS to send. The user is not able to select a time that does not meet the allowed time range in SMS timezone protect.  The content of the event is defined by the administrator on the SMS settings page here: Menu - Preferences - Client Settings - SMS Settings.  Field tag replacement is supported.

 

SMS Phone Number Lookup

Velocify will conduct a lookup process on all leads that have SMS messages triggered on them, either an SMS template or a manual send by a user.  Lookup will not occur on lead creation.

 

Clients can select up to three SMS phone fields to look up on the SMS Settings page. When Twilio selects which phone entry is the SMS number, Velocify will update the “SMS Phone” field with the valid number. Velocify will send future SMS messages to that number.

 

The lead phone fields are specified by the administrator on the SMS Settings page. This specifies the primary persona on the lead. Only the primary persona will be able to access mobile number lookup.

 

Note that if you send an SMS template to a phone number other than the Primary Contact phone number, Velocify will not conduct the lookup.


SMS Messages no Longer Logged as Actions

SMS activity will no longer be logged as actions.  All SMS activity is now logged on the Lead Add/Edit page in the History section under the SMS radio button.

 

 

SMS Settings Center

A new tab has been added to the Client Settings page to house the new SMS settings.

 

The settings on this page are as follows:

  • Company SMS Numbers: This shows the provisioned long code number(s) you have stored on your database. This field is read-only and for reference only.

 

  • User Messaging Options: This section provides different messaging options to help prevent users from being able to send SMS messages to leads through the messenger window until a certain milestone is met. This includes contextual help.  The messaging options are:
    • Always allow
    • Don’t allow until 1st template sends
    • Don’t allow until contacted milestone

 

  • Primary Contact Phone Numbers: This setting features three drop-down fields populated by the fields that are type: Phone on Form Builder. They are marked as 1, 2, 3. The default selections are the same fields that the client is using in their SMS templates. Clients who do not yet have SMS configured will have no default selected. The drop-down menu with a blank entry displays "-- Select Phone --"
  • SMS Lead Identifier: This shows the field Velocify will display as additional lead context in the messenger window. The drop-down menu includes all lead fields that are Phone, Text, Number, Money, Drop-down, and Email type.  It will also include Campaign, Lead Type, Status, and ID.  ID is the default.  This includes contextual help.

 

  • SMS Timezone Protect: Velocify now provides timezone protect for SMS. Administrators can set their “allowed” times when users can text leads and when template SMS messages can send.  If a template SMS triggers outside of that time, it will queue and send only when it comes within that range again.  If a user tries to send an SMS during that time, they will be either warned or prevented (based on the next setting).  This will apply first to the lead timezone and second to the user timezone if the lead does not have a timezone selected. The default time range is 8a - 8p and the check box is not selected. If the check box is selected, all user-triggered SMS message options in the window will be disabled until the lead's timezone is within the defined range. 

This setting consists of three settings and is modeled after Dial-IQ's timezone protect setting.

 

  1. Do Not Text Leads Before: Time Picker (this will apply per the lead's timezone).
  2. Do Not Text Leads After: Time Picker (this will apply per the lead's timezone).
  3. Allow users to override Timezone Protect check box: When selected, a warning is provided to the user if they try to text a lead outside timezone protect hours through the messenger window. When not selected, the user will not be able to send SMS messages in the messenger window.

 

  • Calendar Event SMS Reminder to Lead: The text of the calendar event reminder to leads is defined in this setting.

 

New SMS Fields

New fields for SMS have been added.  These are system fields and are available for filtering and reporting columns. 

 

The fields added are:

Title

Description

SMS Date Last Interacted Date and time of last SMS message on this lead--either delivered or received.
SMS Date Last Delivered Date and time of last SMS message delivered to the lead.
SMS Date Last Received Date and time of last SMS message received from the lead. Includes opt-out stop messages.
SMS Received Count Number of messages received from lead. Includes opt-out stop messages.
SMS Delivered Count Number of messages delivered to lead.
SMS Last Delivery Failed Did the last delivery attempt fail? True or false.
SMS Last Delivered Body of the message last delivered to the lead. Includes both templates and manual sends.
SMS Last Received Body of the message last received from the lead. Includes opt-out stop messages.
SMS Last Phone Delivered To Targeted phone number of the last message.
SMS Time Between Last Received and Sent Time in seconds from the last SMS received by lead to follow up message sent by user. Recalculated on every SMS send.
SMS Time Between Last Received and Action Taken Time between the last SMS received lead and the subsequent action taken on that lead. Checked on every action taken; recalculated only if it is the first action taken after a received message.
SMS Last Delivered By User User who delivered the last SMS to the lead.
SMS Last Received By User User who received last SMS from that lead.

 

SMS Reply Notification

 

If a lead sends an SMS reply to their assigned user when the user is not logged into Velocify, then the following email notification will be sent to the user:

 

---Example Email with Field Tags-----

 

Email From: p{leadphone}@txt.securesend.org

 

Email To: {User.Email}

 

Email Subject: Velocify SMS Reply Received

 

Email Body:

{User.Name.Full},

 

Unread message in Velocify:

{SMS Last Received}

 

From:

{Lead Full Name}

{Lead email address}

 

Click here to log into Velocify or reply to this email to respond. If you are no longer the assigned user, your reply will not send.

----------------------------------------

 

A "Click here" link is also provided in the email, which takes the user to that lead's Add/Edit page. (They will be prompted to log in before being taken to the Add/Edit page.)

 

The messenger at the bottom of the screen then opens to that lead's conversation.

 

This same email will be used if an SMS template sends to a phone number that is not a Primary Contact phone number.  In that case, no SMS activity will appear in the window and all correspondence for the user to the phone number will be through this email

 

SMS Logs Added to Custom Reporting

SMS logs have been added to custom reporting as its own entity, not as an extension of action logging.  The mapping is as follows (lead log column à SMS field):

  • Log Type à Message Status
  • Log Actor à SMS From/To
  • Log Note à Body
  • Log Date à SMS Date

Modified SMS Logging

(Please note this information was provided in the 17.5 LeadManager release notes.)

 

A new radio button has been added to the History section of the Lead Add/Edit page called “SMS Marketing.”  This shows the conversation history between the user and the lead.

 

The SMS exchange will no longer appear in the Actions and Actions & Logs radio button as action entries.  Outbound messages (coming from the user sending to the lead) will have a white background.  Inbound messages (coming from the lead to the user) will have a blue background.

 

The format of the log entry for an outbound message is:

  • From: Agent name – hover to see the phone number it was sent from
  • To: Lead phone field name – hover to see the actual phone number sent to
  • Body: Body of message sent
  • Date: Date/Time of message sent
  • Status: Message sending status

The format of the log entry for an inbound message is:

  • From: Lead phone field name – hover to see the actual phone number sent to
  • To: Agent name – hover to see the phone number it was sent from
  • Body: Body of message sent
  • Date: Date/Time of message sent
  • Status: Message sending status

Available statuses are:

  • Delivered – checkmark. This means that the message was sent and delivered successfully.
  • Error – triangle with exclamation point. This means that an error occurred when sending or receiving the message.  Hover over the symbol to see what the error was.
  • Queued – arrow pointing right. This means that the message is scheduled to send, but has not yet.
  • Accepted – up carrot.  This means that the lead phone number has been confirmed as a valid SMS phone number.

Introduction of Short Code SMS for Batch SMS

Clients are now able to send batch SMS text messages using a Short Code.  A Short Code or Short Number is a short sequence of digits, usually 5 or 6 digits, used primarily for text messaging.

 

You must request and purchase a short code from Velocify. The provisioning process is expected to take two months to complete.  Once you have been provided with the short code, it will be used automatically when you send a text message either through batch processing or through import.

 

Advanced Edition clients can trigger a batch SMS using batch processing.  For information on how to trigger a batch process, review this article: https://lmhelp.velocify.com/hc/en-us/articles/115005483846-LeadManager-Batch-Processing-Detailed-Review- .

 

A text message can be configured so that it is associated with a particular action, e.g. “Send SMS Message,” then a batch process can be run so that the action “Send SMS Message” is taken on all selected leads.

 

An advanced or standard edition client can trigger a batch SMS via the importing of leads from a spreadsheet.  For information on how to import leads from a spreadsheet, review this article: https://lmhelp.velocify.com/hc/en-us/articles/115005477703-LeadManager-How-To-Import-Leads-From-A-Spreadsheet- .

 

A text message can be configured to be associated with a particular status, e.g. “Contact Leads – Send SMS,” then the records can be imported directly into that status to send a text message to all imported leads.

 

If a lead receives a text message from a short code and replies to it (other than with an opt-out request), the reply will be sent to the lead’s assigned user.  All future text messages sent directly between the assigned user and the lead will use the client’s long code, i.e. a regular-length SMS phone number.

SMS Notations

With the enhancement of SMS texting in 18.2, Velocify will migrate your current SMS templates to the new SMS template version, including automatically assigning the recipient phone numbers to the template. 

 

Be sure to check the Primary Contact Phone Numbers setting in the Client Settings - SMS Settings section to confirm that the lead phone numbers selected are correct. 

 

If in your current template you’re sending to one of those phone numbers, Velocify will automatically select Primary Contact Phone Numbers in the template during the upgrade.

 

If a current SMS template uses a phone number that is not one of the Primary Contact Phone Numbers, Velocify will respect the first number field provided in your current template and send to that number only.

 

If a current SMS template uses a phone number that is not a field in Form Builder, that number will be saved on the backend, but will show Primary Contact Phone Numbers as the number selected on the front end.

 

Major Enhancements to LeadManager Header

Header Functionality Changes 

Major enhancements have been made to the LeadManager header:

  • New setting groups and sub-headers to help streamline what you want to view on each page
  • Improved Buttons:
    • Leads
    • Calls
    • Get Lead – All pull blind distribution programs are available from this button. When clicked, the highest priority lead is automatically assigned to you based on the distribution configuration settings in your database.
  • Access Normal view and Priority view from the Leads tab
  • Dashboard: “Star Reports” renamed and moved to the Dashboard > My Reports, along with new ReportHub and Dial-IQ Live Coaching sub-headers.
  • Updated Search Functionality

Previously, the LeadManager page options were organized like this in different tabs and sub-menus:

 

Now in 18.2 LeadManager, the page options are organized into groups and sub-headers as shown below.

 

Items previously located in the Menu tab have been moved to an icon featuring your first name, located next to the Search field.

 

Click your name to view links to the various pages and sub-headers provided in LeadManager

 

Links are grouped logically and easily accessible so you can view different pages quickly and easily.

 

For example, previously in LeadManager, you would access Manage Posts by hovering over Menu - Administration - Manage Posts. 

 

 

 

Now you access Manage Posts by clicking your name - Communication - Manage Posts. 

 

Velocify is also now including a site map to help you recognize the location of these new pages under the new grouping style. 

 

This site map page will eventually be removed in a future release, so please focus on learning the location of each page without relying on the site map.

 

Click View All Items to view the Site Map. Links to every page in LeadManager are provided here.

 

 

In addition, notifications, for such items as email verification and duplicate management reconciliation have been moved to the new Notifications icon shown here.

 

 

Previously, notifications were provided like this

 

Now in 18.2 LeadManager, new notifications are indicated by a number next to the Notifications icon. Click the icon to view the notifications. 

 

Previously, the Leads view options were organized like this

 

Now in 18.2 LeadManager the Leads view options are organized like this

 

 

Pulled Preview Distribution programs can now be viewed by clicking the Pull Leads button.

 

The Leads sub-header houses Priority View, Normal View, Prospect View, and the former Pull Preview list, now labeled Pull Leads. 

 

Only pull preview distribution programs will appear here; Pull Blind is now accessible from the [Get Lead] button at the top right of the page. 

 

The programs that appear in the Pull Leads will meet all of the following criteria: 

  • Pull preview distribution program
  • User is eligible to pull from that distribution program
  • There are leads in that distribution program that the user is eligible to pull

 

These rules are checked every time the page is accessed. If a user has been on their leads view page for an extended amount of time, they may see a program that no longer has leads available in the Pull Leads list.  When they select an ineligible program from that list, they will not have access to leads in that program. 

 

 

 

Previously, to view preview leads you would use these menu options

 

 

Now in 18.2 LeadManager, you click the Pull Leads button

 

 

Previously the Pull Blind option was provided like this

 

 

Or like this, by clicking the Get Lead button

 

 

Now in 18.2 LeadManager, you can click the Get Lead button provided here

 

Previously, the Dashboard was organized like this

 

Now in 18.2 LeadManager, the Dashboard is organized like this

 

The Dashboard now features sub-headers.

 

Previously your favorite reports, or “Star Reports”, were provided here

 

 

Now in 18.2 LeadManager, these reports are provided under Dashboard - My Reports

 

In the Search function, the corresponding drop-down menu for you to select a field to search in has been removed.  Instead, when the user types in an entry, Velocify will list a preview of fields meeting that search criteria. 

 

Recent search entries will also be included in the preview.  You can click one of those selections to search in that field only.  If there are no matching entries listed, you can press [Enter] to conduct the search across all fields based on the entry you submitted. 

 

Example: 

In my search field, I type in “Jones” 

 

The preview may give me the following options: 

 

Recent 

Jonesa 

Jonesh 

Last Name 

Jones (4) 

City (5) 

Jonestown 

Loan Purpose (2) 

Jonesing 

 

If I click “Jonesing” under Loan Purpose, Velocify will show me all leads with “Jonesing” in the Loan Purpose field. 

 

If I type in Jones and press [Enter] on my keyboard, Velocify will show me all leads with a field entry that starts with “Jones.” 

 

If that field is visible in the search results columns, it will be highlighted.  The fields visible in the search results column is defined by the Lead View: Columns settings.

 

Previously, the Search feature operated like this

 

In 18.2 LeadManager, the Search feature operates like this

 

Enhancements

Define Trigger from Text/Email/Post

A new setting has been added to the Delivery/Drip Settings page of Manage Emails, Manage Posts, and the new Manage SMS page: Status Trigger.  With this setting, you can select either an action or status trigger for that particular template.

 

Roles & Permissions Page Enabled for All

The Roles & Permissions page is now enabled for all clients with the 18.2 release.

 

 

What is the new Roles & Permissions page?

For organizations that have licensed LeadManager Advanced Edition, the new Roles & Permissions page allows administrators within your organization to quickly, easily, and clearly manage the tools, data, and leads accessible to the various roles that exist in your organization.

 

For Advanced Edition clients, this means no more contacting Velocify Support for assistance in making changes to permission sets used to manage user access to Read, Add, Update, and Delete abilities for a variety of functions in LeadManager.

 

Additionally, the new Roles & Permissions page provides logging that allows organizations to review changes made to permission sets, so that any revisions to settings can be reviewed and re-implemented if needed.

 

Get Leads Button Enabled for All

The [Get Leads] button is now enabled across all databases with the 18.2 release.  If a user has a pull blind distribution program that he/she is eligible to pull from, then he/she will see the Get Lead button at the top right of the sub-header.  If the client is using [Get Lead] to initiate a Dial-IQ phone call, clicking the [Get Lead] button will still initiate the call.

 

Enhancement to Inbound Call Recording

Inbound call recording has been enhanced in 18.2 LeadManager with full end-to-end recording of inbound calls via the Contact leg (i.e., what the caller hears).

 

In previous versions of LeadManager, there was no way to start recording the inbound contact leg of a call. Therefore, users would need to record other legs (i.e., the Agent leg) even though those recordings might contain parts of other calls. Now in 18.2 LeadManager, Velocify is using Twilio Start / Stop (aka Conditional) Call Recording to record the inbound contact leg. 

 

This enhancement:

  • Eliminates need to record the Agent leg (i.e., what the agent hears)
  • Provides a single recording URL for an inbound call (vs. multiple recordings to compensate for lack of contact leg recording)
    • In previous versions of LeadManager, the multiple recordings could contain content from other calls
    • Single-Recording-per-call eliminates long multi-call monolithic and undifferentiated recording sound files
    • Recording will now capture IVR activity, messages played, hold music, external dial, answer machine
    • Easier to locate relevant recordings in reports
  • Improved visibility to the end to end call experience via recordings
  • Combined with Early Media, Dial-IQ can now stop recording the Agent Leg
  • Cost savings – less recording costs, less recording storage costs

 

Fixes

Fix #1

For some clients, searching by “Any Field” would time out their database.  This has been addressed with the new header and modified search function discussed earlier in these release notes.

Fix #2

Some clients reported that they were not receiving their nightly FTP extracts.  This has been addressed.

 

 

Administrator and User Guides

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