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Campaigns enable lead distribution for data posted into the Insellerate platform. Inbound Call Routing can be associated with a campaign.
Click the green Add button to open the New Campaign page.
In the Basic Information fields, complete the following:
Marketing Channel
Name
Available on inFlow
Email Notifications
Allow Open Leads
Internal Transfer Campaign
SMS Enable
SMS Consent Required
Toggle the Inbound Call Routing button from Off to On to open the Inbound Call Routing section.
Complete the Inbound Call Routing details. (See Inbound Call Routing Fields.)
Click Add.
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Inbound Call Routing Fields
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To Customize a Recording
Click the + sign in the Call Routing Recording field.
The Upload Recording window opens.
Drag and drop the customized recording file into the window. The file may be up to 120 seconds long and must be in a .wav or .mp3 file format.
Disclosure Recording
The Disclosure Recording informs the borrower the call is being recorded. This recording plays once the eligible agent(s) have been identified and the call is sent to the first agent (Distribute Ring Round Robin) or group (Distribute Ring All Round Robin). This message plays completely through before the agent or caller can begin their conversation.
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To Customize a Recording
Click the + sign in the Disclosure Recording field.
The Upload Recording window opens.
Drag and drop the customized recording file into the window. The file may be up to 120 seconds long and must be in a .wav or .mp3 file format.
Confirm Key Recording
The Confirm Key Recording informs the agent what key to press to take the call. The recording can be customized to provide the agent with information about the call. For example, the recording may say, “Call transfer from ABC Lending Company. Press 1 to take the call.” It is recommended that the recording repeat for a minimum of 30 seconds to ensure that there is no empty air before the agent answers the call.
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Click the dropdown arrow in the Confirm Key Recording field and choose a file.
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To Customize a Recording
Click the + sign in the Confirm Key Recording field.
The Upload Recording window opens.
Drag and drop the customized recording file into the window. The file may be up to 120 seconds long and must be in a .wav or .mp3 file format.
Initial Status
When a lead is auto-created (see Auto Create Application), the status that the lead starts in can be defined in the Initial Status field dropdown. Contacted is the most frequently selected option for a new call. The status describes the disposition of a lead and where the lead currently stands within the loan process.
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To purchase a new number:
Click the + sign in the Inbound Routing Number field.
The Purchase Inbound Marketing Numbers window opens. Select a number through one of the three following options:
Purchase a toll-free number by clicking Purchase Toll Free Number. These are more expensive than purchasing a number with a local area code.
Purchase a local number by checking the box by the area code you would like and clicking Purchase.
Purchase a local number by clicking the three dots in the Area Code field and selecting Filter. You may select an area code from the list or enter one in the Search field. Click Filter to add the selected area code to the list in the Purchase Inbound Marketing Numbers window.
In the Purchase Inbound Marketing Numbers window, check the box by the added area code and click Purchase.
Click Yes to confirm your purchase in the Confirm Purchase window. Toll-Free Numbers cost $10 per month and 5 cents per minute. Local Numbers cost $3 per month and 2 cents per minute.
A blue popup notification appears confirming the purchase is in progress.
A green popup notification appears confirming the purchase is successful.
The newly selected number appears in the Inbound Routing Number field.
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If the org has a phone integration set up with Insellerate where call data is being passed, any inbound call data to a phone number listed here will add a marketing call count to the Sales Manager Report. Duplicate phone numbers within the same or a different campaign are not allowed. When users try to enter a duplicate inbound number that matches an inbound number of another campaign within the same organization, a popup message is displayed.
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Call Forwarding Number
If no agents are available to take the call, it is forwarded to the Call Forwarding Number. This number is provided by your company.
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Calls are routed to the primary agent of the existing application first. When this path is selected, the Post Primary Agent Call Recording and the Timeout for Primary Agent (sec) fields appear.
Select or create a recording in the Post-Primary Agent Call Recording field. [See Post Primary Agent Call Recording.]
Set the Timeout for Primary Agent (sec) field to determine how many seconds the phone will ring. [See Timeout for Primary Agent (sec).]
If the primary agent does not answer the call within that timeframe, it is then routed through the distribution option defined in the Distribution Type field. The lead is reassigned to the agent who takes the call through the distribution.
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When a request is made to an Action Post Url, either a lead is created but not assigned (Prospect), or a lead is updated if we find an assigned lead (Application) from the same campaign by matching phone number.
EXAMPLE RESPONSES
Scenario 1: New prospect was created on Insellerate.
{
"StatusCode": 1,
"Data": {
...
"ResponseDate": "2021-07-15T16:34:43.7042159Z"
}
Scenario 2: Matching applicationId (prospect that is assigned to an agent) from the campaign was found and information was updated using the request data.
{
"StatusCode": 1,
"Data": {
...
"ResponseDate": "2021-07-15T16:34:43.7042159Z"
}
Scenario 3: No prospect is created due to matching prospect found (from the same campaign) that has not yet been assigned.
{
"StatusCode": 1,
"Data": {
...
"ResponseDate": "2021-07-15T16:34:43.7042159Z"
}
Scenario 4: Scenario 4: Action Post found a matching applicationId, but there were no fields to update.
{
"StatusCode": 2,
"Data": {
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