Enabling After-Call Work (ACW)
Enabling After Call Work (ACW) allows users to jot down notes immediately after their calls, ensuring that important information is captured while it's fresh in mind. Users can easily edit these notes as needed.
Additionally, the ACW screen provides the option to send SMS messages. However, to utilize the SMS feature, users must first enable ACW.
This functionality enhances workflow efficiency, allowing for better follow-up and communication after each call.
Steps to Enable After-Call Work
Step 1: Log into your CallHippo account https://web.callhippo.com/dashboard
Step 2: Navigate to Users & Performance in the left menu, and then click on "Users" from the dropdown.
Step 3: Click on the “Blue” gear icon situated on the left-hand side of the screen to access the settings menu.
Step 4: Under the User section, go to "After Call Work" to enable the toggle and set the duration for the ACW screen.
Step 5: If you want to enable ACW for all calls, toggle the "For All Calls" button to the right. This ensures the ACW screen appears after all outgoing calls, not just completed ones.
Step 6: Toggle the "SMS" option to the right-hand side to allow users to send messages to customers. Once enabled, users can send SMS directly from the ACW screen, ensuring quick and efficient follow-ups.
What is Mandatory Call Tagging?
Mandatory Call Tagging allows users to tag their team members for a call, making it easier to track and manage tagged calls. This feature helps in organizing call records efficiently and ensuring accountability.
To enable Mandatory Call Tagging:
Dashboard > User > Users settings > After Call Work
Enable the After Call Work then tick the box for “Make call tagging mandatory in dialer”. As shown below.
Step 2: After clicking on “Make call tagging mandatory in dialer,” you can select a default tag. Choose one from the available tags, and the selected tag will appear in the dialer by default.
Note: If you forget to add a tag from the dialer screen, the default tag set in the WebApp will automatically appear in the dialer and be reflected in the Activity Feed.