Your Account Manager (AM) is your point of contact for onboarding, optimization, and coordinating complex requests. Use the steps below to find your AM, book a kickoff, set success metrics, and know what’s in/out of scope.

Table of contents

• When you’ll have an Account Manager
• Prerequisites
• What your AM does (scope)
• What your AM doesn’t do (out of scope)
• Work with your AM: step-by-step
• Response times & escalations
• Success criteria (how you’ll know it’s working)
• Examples
• Troubleshooting: can’t reach your AM
• Glossary

When you’ll have an Account Manager

• Included with selected plans and larger teams.
• If you don’t see an AM card in your Profile → Account Manager, you can request one via Help → Contact Support.

Prerequisites

• You are the designated Admin/Owner or approved point of contact.
• Your account is active (billing up to date).
• You have defined goals (e.g., reduce missed calls 20%, enable CRM sync).
• Optional: list your integrations (CRM, WhatsApp Business API, PBX).

What your AM does (scope)

• Onboarding & optimization: IVR/call-flow design, user/department setup, reporting views.
• Adoption & training: Live walkthroughs, refresher sessions, quick tips for dashboards/logs.
• Insights & recommendations: Review missed calls, agent performance, campaign impact; suggest changes to improve CX/ROI.
• Coordination: Orchestrate with Support/Engineering for complex issues; provide status updates.
• Roadmap guidance: Inform you of relevant releases/betas and how to enable them.

What your AM doesn’t do (out of scope)

• 24×7 incident response or live break/fix (handled by Support).
• Direct code changes or custom development.
• Act as billing approver (handled by Billing), though they can coordinate.
• Grant elevated access beyond your org’s approval process.

Work with your AM: step-by-step

1. Find your AM
• Go to Account Options → Account Usage → Scroll Down to view Account Manager Name and Support Email ID.
  
2. Book a kickoff (30–45 min)
• Bring your use cases, numbers, current IVR, KPIs, and target go-live date.
3. Set measurable goals
• Agree on 2–3 KPIs (e.g., Missed-call rate ≤ 5%, First response < 30s, CRM sync success ≥ 99%).
4. Share technical context
• Provide integrations, firewall constraints, SIP/PBX details, and required approvals.
5. Implement & validate
• Your AM guides changes; you confirm via test calls and Call Logs/Reports.
6. Schedule reviews
• Monthly check-ins and a Quarterly Business Review (QBR) to track outcomes and plan next steps.

Response times & escalations

• Best-effort AM responses during business hours; urgent incidents → Help → Chat/Support for fastest routing.
• Escalate through your AM for multi-team issues; for P1 (service down), contact Support first, then notify your AM to track.

Success criteria (how you’ll know it’s working)

• Kickoff completed within 5 business days of request (or per contract).
• Baseline dashboard created with your agreed KPIs.
• Two improvement actions implemented (e.g., call-flow tweak, queue staffing change).
• Quarterly review shows progress or new plan.

Examples

• Mis-routed IVR: AM reviews flow, corrects routing to the right department, validates with test calls and log IDs.
• High missed-call rate: AM recommends queue changes, business hours update, callback workflow; verifies drop to target.
• CRM mismatch: AM coordinates mapping update and a test plan with your CRM admin; confirms ≥99% sync success for a week.

Troubleshooting: can’t reach your AM

Glossary

• IVR: Interactive Voice Response, the menu callers hear.
• QBR: Quarterly Business Review.
• KPI: Key Performance Indicator.
• PBX/SIP: Your phone system / signaling protocol.