Call Handling Logic for FreshSales Integration

Call Handling Logic for FreshSales Integration

🧭 Table of Contents

🧠 Overview

The integration of MyOperator with FreshSales ensures seamless call logging and management. This FAQ outlines the call handling logic, including how incoming and outgoing calls are handled, how leads are assigned, and the best practices for call routing to ensure smooth integration.

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📥 Incoming Calls

1️⃣ Caller Number Matched in FreshSales

  • If the caller's number matches an existing contact in FreshSales:
    • MyOperator logs a call activity under the existing contact in FreshSales.

2️⃣ Caller Number Not Found

  • If the caller’s number does not match an existing contact:
    • MyOperator creates a new contact in FreshSales.
    • A corresponding call activity is logged under the newly created contact.

3️⃣ Lead Ownership

  • If the agent’s email matches an existing FreshSales user:
    • The contact/activity is assigned to that agent.
  • If no matching email is found:
    • The first FreshSales user (default user) is assigned as the owner.
Goal: This ensures that calls are correctly logged and assigned to the appropriate agent, improving lead management and follow-up.

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📤 Outgoing Calls

When an agent initiates an outgoing call or receives a return call:

  1. Call Activity Logging:
    • MyOperator logs a call activity under the relevant contact in FreshSales.
  2. No Contact Found:
    • If no contact exists for the number, MyOperator automatically creates a new contact and logs the call activity under it.
Goal: Ensure that all outgoing calls are tracked, even if the contact is newly created during the call.

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⚙️ Notes on Call Routing Modes

1️⃣ Customer-First Dialing

  • Potential Issue: Call activities may not link to the correct owner if the customer-first dialing mode is used.

2️⃣ Parallel Dialing

  • Potential Issue: Activity logging may fail or become inconsistent with parallel dialing methods.

3️⃣ Recommended Dialing Methods

  • Serial-wise or Balanced dialing are recommended for accurate activity assignment and consistent logging.
Goal: Choose the appropriate dialing method to avoid mismatches in lead assignment and improve call logging consistency.

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✅ Best Practices for Call Handling

  1. Use Recommended Dialing Methods:
    Ensure Serial-wise or Balanced dialing are selected in MyOperator to guarantee accurate assignment and logging.
  2. Ensure Matching Contact Information:
    Verify that agent emails and contact details are correctly matched in both FreshSales and MyOperator to prevent ownership mismatches.
  3. Test Integration Regularly:
    Perform test calls to ensure that call activities are logged correctly and that ownership is properly assigned.
Goal: Implementing these best practices ensures smooth and efficient call handling and accurate lead management.

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❓ FAQs

Q1. How does MyOperator log an incoming call under an existing contact in FreshSales?
A. If the caller number matches an existing contact in FreshSales, MyOperator automatically logs the call as a call activity under that contact.

Q2. What happens when the caller number is not found in FreshSales?
A. A new contact is created in FreshSales, and a call activity is logged under that newly created contact.

Q3. How is call ownership assigned when a call comes in?
A. If an agent’s email matches a FreshSales user, the activity is assigned to them. If no match is found, the first FreshSales user is assigned as the default owner.

Q4. Why should I avoid using Customer-first or Parallel dialing?
A. These dialing methods can cause issues with call activity assignment and inconsistent logging, leading to inaccurate data syncing between MyOperator and FreshSales.

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🔗 Related Articles

  • Best Practices for FreshSales Integration with MyOperator
  • How to Set Up Dialing Methods in MyOperator
  • Troubleshooting Call Logging Issues in FreshSales

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🏷️ Keywords

FreshSales integration, MyOperator, call handling, lead assignment, dial methods, call activity logging, CRM call logs, call routing, user ownership, call tracking