How are Leads and Activities Managed in KYLAS CRM During Calls?

How are Leads and Activities Managed in KYLAS CRM During Calls?

đź“‘ Table of Contents

  1. How Does the KYLAS-MyOperator Integration Handle Calls?
  2. How Are Incoming Calls Handled in KYLAS CRM?
  3. How Are Outgoing Calls Handled in KYLAS CRM?
  4. What Information is Logged for Incoming and Outgoing Calls?
  5. How Does Click-to-Call Work in KYLAS CRM?
  6. Troubleshooting
  7. Frequently Asked Questions (FAQs)

1. How Does the KYLAS-MyOperator Integration Handle Calls?

The KYLAS CRM + MyOperator Integration ensures that both incoming and outgoing calls are automatically logged and synced in KYLAS CRM. This enables agents to track conversations and manage follow-ups efficiently, ensuring all call activity is linked to the appropriate lead or contact.

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2. How Are Incoming Calls Handled in KYLAS CRM?

  • If the caller’s number does not exist in KYLAS CRM:
    • A new lead is automatically created with the caller’s phone number.
  • If the lead already exists:
    • A new activity is logged under the existing lead, including key details like the call duration, status (e.g., connected, missed), and a recording (if enabled).

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3. How Are Outgoing Calls Handled in KYLAS CRM?

  • Every outgoing call triggers a new activity log under the associated lead in KYLAS CRM.
  • The integration also allows for Click-to-Call functionality, enabling agents to initiate calls directly from the CRM.

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4. What Information is Logged for Incoming and Outgoing Calls?

For both incoming and outgoing calls, the following information is automatically logged in KYLAS CRM:

  • Call Duration: Total length of the call.
  • Call Status: Whether the call was missed, connected, or other relevant statuses.
  • Recording: If call recording is enabled, a link to the recording is included in the activity log.

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5. How Does Click-to-Call Work in KYLAS CRM?

  • Click-to-Call Icon:
    In KYLAS CRM, a call icon appears next to every phone number field (e.g., lead, deal, or contact).
  • Initiating Calls:
    When an agent clicks the Click-to-Call icon, a call is initiated via MyOperator, enabling seamless communication directly from the CRM.

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6. Troubleshooting

If you face issues with call logging or Click-to-Call functionality, here are some steps to resolve them:

  • No Incoming Call Pop-up:
    Ensure that the InCall Webhook is correctly configured in MyOperator and properly linked with KYLAS CRM.
  • Call Not Being Logged:
    Verify that the webhooks for InCall and AfterCall are set up correctly in MyOperator.
  • Click-to-Call Not Working:
    Confirm that Click-to-Call is enabled in MyOperator and that the user settings are properly synced between KYLAS CRM and MyOperator.

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7. Frequently Asked Questions (FAQs)

Q1. What happens if the caller's number is not found in KYLAS CRM?

  • If the incoming caller’s number does not match any existing lead or contact in KYLAS CRM, a new lead is created automatically to capture the caller’s information.

Q2. Can I initiate outgoing calls directly from KYLAS CRM?

  • Yes, by clicking the Click-to-Call icon next to any phone number in KYLAS CRM, agents can easily initiate an outgoing call via MyOperator.

Q3. What is logged in the activity for outgoing calls?

  • For each outgoing call, KYLAS CRM logs the call duration, call status, and recording (if enabled) under the relevant lead's activity.

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đź“Ś Keywords:

KYLAS CRM, MyOperator, Click-to-Call, incoming calls, outgoing calls, lead management, call logging, activity tracking, CRM integration.

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