Callflow: Module Overview

Callflows are a sequence of automated steps that happen when someone calls your Profit Dial number. Callflows are only triggered when your Profit Dial number is called. So you have made a new Callflow and want to add some steps, but are not sure what they are? No worry, here is a quick reference that will answer your questions. 

  1. Forwarding -Forwarding allows you to forward an incoming phone call to a specific phone number, so the call can be answered by a live person. You will have the ability to enter in the phone number where the call will be forwarded to, and determine the length of time the call will be forwarded before moving to the next step in the Callflow. 


  2. Greeting - This creates a message that is played when someone calls in. You can either type out your message and a computer generated voice will read it or use an Existing Recording. If you are going to use an existing recording you will need to add the recording to the files in your REI BlackBook account, or create the recording. If you need further assistance with creating a recording or uploading a recording follow in the instructions in the article Create a Recording

  3. Voicemail - This plays a message (similar to Greeting), but after the message the caller can leave a message. Like a Greeting you can use an existing recording, or create a new recording to use for your voicemail. 

  4. Tagging (Profit Dial PRO) -Tagging is a useful step that allows you assign a tag to a certain contact. Simply choose that tag or tags you want to apply to them and click save. You can also use this step to remove tags that the contact might already have assigned to them. (i.e. you have a possible probate lead, you can tag the contact as Probate.) If you decide to remove tags you can remove all tags associated with a contact by clicking on the slider of Remove All Tags. If you decide to remove all tags, it will only remove the current tags that are applied to the contact. It will not remove the tags you are adding to the contact in this step. For example, if a Lease Option tag is already applied to a contact, and you opt to remove all tags, but want to add the tag Wholesale in the same step, only the Lease Option tag will be removed. 
  5. Contact Tab: When a new contact record is created you can use this step to select which tab will show up once you view the contact. This way you can have the information that is most relevant to you be displayed. 
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  6. Trigger Workflow - At any point in the callflow you can now assign a workflow to the caller.If a prospect goes through your funnel and gets to a certain point within a callflow, use trigger workflow to put them into another campaign if they no longer need to be in the first campaign they were in. When using this module you will need to decide which Workflow they will be moved into. NOTE: If the prospect is moving through stages or your sales cycle, and they no longer need to be in the current Callflow, you will want your next step in the Callflow to be Stop Flows to stop the current Callflow, so the prospect doesn't go through the remaining steps of the current Callflow. Screen_Shot_2019-08-15_at_4.19.51_PM.pngScreen_Shot_2019-08-15_at_4.21.34_PM.png
  7. Smart Routing (Profit Dial PRO) - Creates branches in the Callflow that sends callers down a certain branch depending on whether or not they fit the criteria of that branch. First give your new branch a name and then click FiltersNote: If a caller can fit into multiple branches, they will go down the first Branch that filtered is "True".Screen_Shot_2019-08-15_at_4.24.05_PM.png
    1. It is on this screen that you can set the condition. For example if you want contacts who are a first time caller to go through different steps than repeat callers, you can simply click on Caller, and if the contacts for this branch are first time callers you can send them through different steps than repeat callers. Profit Dial will use call history to decide who is a first time caller and a repeat caller. You can also set conditions based on the following. To access each type of condition you will click on the condition type to bring up the filter options for that condition.  
      • Any Name: You can filter callers based on name. Type the name you want to filter in the box, and set the condition for that name (Is Exactly, Is Not Exactly, Contains, etc.) 
      • Tags: You can filter callers based on the tags they have. Click on tags and select the tags you want for this branch of the Callflow. 
      • Date Contact Added: You can select a date range for when contacts are added if you want the contacts added during that time to go down a different branch of steps than the other contacts in the Callflow. 
      • Campaign Tracking: You can send contacts down a different branch of steps based on the campaign they come from in your Campaign Tracker. You can filter by the Tracking Link Name (This is the name of the campaign in your tracker), Campaign (your target market), Source (the place where you are placing the tracking link, i.e. Google, Facebook, etc.), Medium (the marketing strategy you're using, i.e. Email, Direct Mail, etc.), Content (the content of the marketing medium you're using, i.e. the ad you're using), and Term (keywords that your target audience is going to use to get to your website). 
      • Property Filters: You filter contacts based on certain Properties (This are the properties in your property pipeline, and you can filter contacts based on which properties they are associated with), Has Properties (you can filter contacts based on if they have properties listed under their name in the contact Manager), and Property Roles (you can filter contacts based on their association to a property, such as seller, buyer, agent, etc.). 
      • Add New: You can filter contacts based on any data point you have such as name, email, phone number, etc. So for example if you wanted any contact named John to follow a certain branch of steps in a workflow then you can filter by the name John. 

    2. Select Any or All by clicking on the slider. This will help narrow down the filter or broaden it.
    3. Once you have selected the filters for the conditions of your Smart Routing module you will click Apply to save the selections you made.
    4. To add more branches to your Smart Routing Module click on +Branch, name the new branch, click on filters, and set the conditions of the new branch by completing steps 1-3 above. 
  8. Ringless Voicemail (Profit Dial PRO) This will send the contact a voicemail without ever ringing their phone. You will need to select an existing recording to use for the Ringless voicemail.


  9. Interactive Menu (Profit Dial PRO)- This module will prompt the caller to select a number on their keypad and send them down a branch depending on what they dial. You can add numbers 0-9, and different steps can be selected for each number. So if a caller pressed the number 1 you can send the caller through different steps than someone who dials the number 2. For the interactive menu you will need to use an existing recording, or you can type out a message and have the system read the message to callers. The message should prompt the caller to select a number by explaining what the different numbers are for. 


  10. Text Reply (Profit Dial PRO) - This sends an immediate text response to the caller 

  11. Delay (Profit Dial PRO) -The Delay step allows you to put a pause in your flow. Whatever is below the delay step will not be executed until the delay expires. Simply enter your desired duration and choose if this refers to minutes, hours, days, weeks, or months. You can also specify what time you want the next step to take place using the At, Between, or Any Time radio buttons on the right. 


  12. Task (Profit Dial PRO) -This step creates a Task in your Task Manager. For example say that you want to be sure that you or someone on your team follows up with this contact with a phone call. You can use the task menu seen below to assign it to a team member, give it a priority, and give details on what to needs be done and by what date. 


  13. Email (Profit Dial PRO)- This step simply sends out an email to the caller from a Marketing Profile of your choice. We have many pre-made email templates that you can use and you can also create new emails on your own (System Settings -> Email Templates) . Once you know what email template you want to use simply select it from the menu. 

  14. Notification (Profit Dial PRO) The notification step is useful when you, or someone on your team, wants to be informed of someone reaching a certain step in your flow. You can select to be notified via email, text, or both. Note:  Notifications will cost you phone/email credits when they are used. 

  15. Stop Flow -Allows you to immediately stop all flows, or select a certain flow to stop for a contact. 

  16. Source (Profit Dial Pro) - Finally we have the source step. You can think of this as a specialized tag that states where the contact came in from. You can set the source easily by selecting the appropriate one from the dropdown. 

  17. Contact Note - adds a note to a contact record

  18. Optin Status - option to opt-in or opt-out a contact's phone number and/or email address


Now that you have a general understanding of the different steps you can use in a Callflow, you can create a Callflow with the steps you need. If you have any questions about any of this please feel free to email us at or call 1-800-507-1945. 


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