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PUBLIC User Guide - AutoReach for Zoom (Campaign Management)
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Campaign Management

User Guide

Updated May 2022

Welcome!

Thanks for your interest in AutoReach! We’ve helped businesses like yours make millions of calls and can’t wait to get you started on our dialer integration with Zoom Phones.

Below you’ll find a detailed technical overview on AutoReach. For any additional questions, please contact support@autoreach.io or reach out directly to your AutoReach CSM.

AutoReach + Zoom setup

1. Download the Zoom App

Download the Zoom Client for Meetings via this https://zoom.us/download

 

2. Enable Zoom Phone Access

Follow this Zoom knowledge base article to enable Zoom Phones for the users needing AutoReach. The final product should display a phone icon once complete.

3. Confirm access to AutoReach

  1. Log into AutoReach
  2. Click on the Zoom logo, which will authenticate you into AutoReach via SSO with your Zoom login credentials

  3. Select Allow

  4. Your screen should look like this once you’ve successfully logged in.

    AutoReach may ask you to enter in your timezone and accept our terms of service if this is the first time that you’re logging in

Getting Started

Provision licences and roles



Under the Agents section (menu bar), you’ll need to activate your agents by clicking the Active checkbox. Additionally, roles will determine what set of permissions a user will have. Here are the options available:

Admin has full edit privileges within AutoReach

Supervisor: can not configure AutoReach settings but can build lists and assign them to agents

Agent: can dial lists that they create themselves (if enabled) or ones that are assigned to them

Teams

Users can also be grouped into teams for organisational and list assignment purposes. For example, teams can represent an entire department, a sub-division within a department, or even a skillset.

  1. Select Teams on the navigation menu bar
  2. Select New 
  3. Enter a name for your team and click Create

Once a team has been created, you’ll then need to assign users to a team:

  1. Select Teams Assignments on the navigation menu bar
  2. Click New
  3. Select which team you’d like to configure under Team Name
  4. Select which agent you’d like to assign to the team under Assignee
  5. Click Create 
  6. Repeat until your team has a complete set of users

Uploading contacts

AutoReach Campaign Management includes a lite CRM for you to store all your call records under the CRM tab. Records can be manually input and/or automatically synced from external applications.

  1. Click CRM on the navigation menu bar (on the left side of the UI)
  2. Records can be uploaded in 3 ways:
  1. Individually: Click New to create records one at a time
  2. Bulk: Click Import to add a list of records with our visual importer. You can either:

  1. Upload data from file via .csv, .tsc, or .txt and follow the step-by-step instructions
  1. Select Upload Data From File
  2. Identify which row from your data file contains a column header
  3. If you do not have a column header, please select  No Header Row
  4. Confirm the mapping and matching of fields in AutoReach against the fields from your imported data file

  1. If there is no exact match, you have the option of mapping the field to an available AutoReach field via the dropdown picklist (see image above), or completely ignore the column
  1. If there is no match that fits and you’d like the column to be imported into Autoreach CRM, you’ll have to create a new custom field that matches that column header.  Please see Setting up your CRM for more instructions.
  1. If there’s a match, you have the option to Confirm Mapping or Ignore this column entirely.
  2. Once you’ve finalized your field mapping, select Review.
  3. If everything looks correct, you can select Continue to submit your data import
  1. The other option is to manually enter on the spreadsheet on the 2nd half of the page

  1. Automatically sync via our pre-built integrations or APIs
  1. AutoReach has integrations with Hubspot, Dynamics, Zoho, and more
  2. Custom integrations can also be created via our API. For more details, please reach out to your AutoReach CSM
  1. Formats to consider when importing contacts:
  1. Name fields should be broken up by First Name and  Last Name
  2. Date formats must follow YYYY-MM-DD

Setting up your CRM

Under Custom Fields on the navigation menu bar, select which fields you’d like to have appear in AutoReach CRM.

There will be a number of predefined fields that come out-of-the-box which cannot be removed.  We also allow you to create your own custom fields via manual creation, the import function, and/or automatic sync from your applications via API or pre-built integrations..

Create your own custom fields by clicking New. Custom fields must be assigned a type. Below is a list of all available types:

String: sequence of characters

Integer: used to represent real numbers that do not have fractional values.

Double: used to define numeric variables holding numbers with decimal points

Boolean: a true/false value

Once you’ve created your list of custom fields, selecting any of the below 4 options will dictate which fields will be made visible amongst various views in AutoReach including Lists and Campaigns:

Filterable: this will allow you to use a specific field as a filter to create lists

Required: select this value to enforce a mandatory input into a field

Visible By Agents: will allow a field to appear in your your agent’s CRM view and dialing

session.

Editable By Agents: will allow an agent to change and input data into a field

Building Lists

Lists allows you to segment AutoReach CRM to a targeted list that your agents can call

For Consideration: There are two options when it comes to list creation and you can only select one of the below methods:

  1. Option 1: An Admin or Supervisor role will create lists and assign them to their respective agents

    OR
  2. Option 2: An agent creates their own single-rep lists and can call lists they created. Their assigned lists will automatically appear in their My Lists  section.

    Admins and supervisors can still create multiple-rep lists however they will be made available to all agents.

    Agents can build their own lists if granted permission under the     Account Settings

Basic Settings

  1. Click New to create a list
  2. The Name and Description fields allow you to uniquely identify the list that you’re building
  3. Set a limit on Attempts Per Agent to control how many call records are shown in an agent’s view
  4. List assignment options:
  1. You can assign certain agents under the Assignees field to this specific list. If all agents are applicable, you can leave the field blank.
  2. If you created a team, you also have the ability to assign that group of users
  1. Each list can be assigned a Calling Window which serves as a call curfew for the records in a list.  A calling window is specific to a callee’s timezone based on location, followed by area code:
  1. Calling Window Days: specific day(s) of the week where records can receive calls from your agents
  2. Calling Window Start: specific time on the selected Call Window Day where records can start receiving calls from your agents
  3. Calling Window End: specific  time on the selected Call Window Day where records can no longer receive calls from your agents

For example, a calling window is set for Mondays and Wednesdays between 12:00-18:00.  Below are scenarios where a record is inside and outside of that Calling Window:

  1. Equip your agents with as many Custom Fields in their list view
  2. There are two advanced options that you can assign:
  1. Dynamic: this will automatically add and remove leads based on the criteria that you predefine
  1. Once you’ve set the criteria for your dynamic list, contacts are automatically added and removed as they meet or fail to meet the predefined criteria. The advantage to having this type of list is that your lists are consistently updated.        

    For example, say you have an existing call list for prospects on the West coast. If a prospect in that list now resides on the East coast, that prospect will automatically be removed (powered by CRM data).

Note: If you don’t select the Dynamic checkbox, your list will be static and will require you to manually add or remove contacts one-by-one

  1. Static lists are used when you don’t want a list to be automatically updated via a defined criteria. This type of list is a great use case for field marketing event registrations (ex conferences, happy hours, etc.)

    For example, if you want to create a call campaign to remind attendees that an event is taking place next week and also use that same list for a follow-up call

  1. Multiple Agents: more than 1 agent calls down the same list simultaneously
  2. Skills Based Routing: if skills are created and assigned, agents will receive records that match that skill’s criteria
  3. Records without skills won’t be assigned: if skills based routing is enabled above and a record does not match the skill criteria, that record won’t be assigned to an agent

Defining Dynamic and Static Lists

Once you’ve configured your basic list setup, it’s now time to add members to that list. To begin, select the list you want to configure and then click Members

For Dynamic Lists: 

  1. Add rules and/or rule groups to help you segment all of your CRM records
  2. You can Update Rules and Preview Lists along the way

The below example shows a list that was created for records that are located in West coast states and have Information Technology titles. Here’s a breakdown of the rules that we created:

  1. The states that are located on the West Coast of the United States are California (CA), Washington (WA), and Oregon. Therefore we created a group of rules looking for States/Provinces equal to California OR Washington OR Oregon.
  1. Now we want to look for records that hold Information Technology titles so we create another group of rules that contains Information Technology AND IT (abbreviated version)
  1. The last step is to merge these two groups of rules with an AND function:

For Static Lists:

OR

Member Priority

Once members are added to a dynamic or static list, you can assign them a priority which means they take precedence over non-priority members per cadence step.

For example: let’s say you have 10 records in a list and 3 of the records are marked with priority. When an agent begins a dialing session, the agent will be assigned the 3 priority records first followed by the remaining 7 non-priority records.

  1. Click Lists  under the Manage section on the navigation menu bar
  2. Select the list you want to configure with a checkmark
  3. Click Members
  4. Select the member(s) you’d like to mark as priority with a checkmark under the Priority column header

Building Cadences

A Cadence is a scheduled plan of touchpoints that remind your agents of when to call a record. An admin can configure time intervals in between these touchpoints to dictate when the agent should call the record again.

  1. Select a list and click Cadence
  2. You can add however many steps and create intervals in between based on seconds, minutes, hours, days, weeks, and months
  3. The Contact field will determine how the record will be reached (ie phone, mobile phone, home, etc.)
  4. Instructions are notes that you can include to help guide your agent’s discussions. Oftentimes agents can make 50+ calls per day and it’s hard for them to remember when they’ve called that individual previously. Instructions allow you to provide reminders and talking points so that your agents know what to say.
  5. Weekdays Only will prevent steps from becoming active over the weekends on Saturdays and Sundays
  6. Dropoff on Success: selecting this checkbox will remove all future cadence steps when a successful disposition is used

Here’s an example of a cadence that you can build for a quote request lead, which are typically high quality leads you want to call quickly:

Day 1:  A call task is immediately assigned upon an inbound lead submission followed by another call 2 hours later

Day 2: Agent will make another call the day after

Day 4 and Day 6: Agent will call the lead every other day during the next two steps

Day 13: Agent will wait a week before placing the last call for this specific lead

Cloning Lists

All lists (including campaigns) are capable of being cloned for time savings purposes. When cloning a list, please keep in mind that all properties will be carried over including cadence steps, list settings, and member rules (campaign specific).

Note: members in static lists will not be carried over

To clone a list, go into the Lists or Campaigns under the Manager section

  1. Select the list(s) that you’d like to clone
  2. Click Clone
  3. Lists that are cloned will shared the same name from the cloned list with a “-cloned” as shown above

Campaigns

Before we get into campaign creation, it’s important to understand the properties around Lists and Campaigns and how they operate.

Campaigns are thematic touchpoints that help you stay organized with a set objective over a period of time (definitive Start and End date.) Examples of campaigns include upcoming field marketing events, product launches, account-based marketing, etc.

Lists are primarily used for segmenting your target audience and have no temporal element (no Start and End date.) Examples of lists you might create are contacts located in a specific region (by State) or those who hold certain titles (ex Managers)

  1. Click New to create a campaign
  2. You have the option of selecting a Parent Campaign
  1. One of the attributes that’s unique to Campaigns is that it offers hierarchy so that you can easily group campaigns.

    For example, let’s say your company hosts an annual week-long conference every year and your marketing/sales team has coordinated a call campaign for:
    1) getting contacts registered before the event
    2)another one  to remind attendees to attend the keynote session
    3) one after the conference to schedule meetings for sales reps

    In this scenario, you might want to create one parent campaign and have 3 child campaigns that roll up to the parent
  1. Select a Start and Ends at time period for the duration of your campaign
  2. Enable or disable Dynamic campaigns
  1. Reminder: dynamic campaigns automatically adds and removes leads based on a predefined criteria
  1. If you don’t select this checkbox, your campaign will be static and will require you to manually add contacts
  1. The Auto Start + Stop feature will automatically deem your campaign active or inactive based on your Start and Ends at time period. You can check the campaign status in the Status field.  
  1. If you are uncertain about the dates for your campaign, we recommend leaving this checkbox blank

It’s also worth mentioning that when you create a campaign, it also appears under Lists as Campaigns are a certain type of list. Because Campaigns are Lists, you can assign list-related attributes to campaigns such as members, cadences, etc.

Advanced Settings

Skills

Agents can often have Skills or special attributes that make them more qualified to handle certain types of calls over other agents. For example, many auto-attendants/IVRs have an option to choose between English or Spanish as a preferred language. Calls will then be routed to an agent with the skills of speaking the selected language.

  1. Create and label a new skill by clicking New.
  2. Select which skill(s) you want to define by checking the empty boxes then click Rules

  1. Define your skill by building out rule(s) based on the filters that are made available to you, similarly to the example from Defining Dynamic and Static Lists

Here’s an example of a rule that you can build for your agents that are fluent in Spanish:

Skill Assignment

Simply assign an agent a skill under Skill Assignment. You can do so by clicking New, selecting the skill name, and then assigning it to the appropriate agent

Agent Experience

Agent View

  1. Agents have the ability to create lists for themselves (if enabled) or they can be assigned lists. To view their respective lists, an agent can select  All Campaigns, All Lists, or All Scheduled Callbacks. Clicking into one of these options will bring you to all of the available lists that you can call down (see above)

  1. The Actionable Tasks column shows the number of active call tasks due across the agent(s) assigned to each respective list

  1. Any user has the ability to click into a lists’ Progress bar to track the call results to date. The expanded mode should look like this:

  1. Responded: percentage of successfully dispositioned records that are removed from all future cadence steps
  2. Did Not Respond: percentage of records that have finished all cadence steps and have not been marked with a successful disposition. This statistic also factors in records that have been canceled as a result of a DNC number match or a failed field validation (ex missing phone number.)
  3. In Progress: percentage of records that still have outstanding cadence steps to be completed
  4. Completed Cadence: current status of records which can be active (no) or inactive (yes)
  5. Result: outcome of the record
  6. Priority: members with a priority status as discussed in the Member Priority section
  7. Next Step Sequence Number: represents the next cadence step in the overall cadence schedule
  8. Next Step Action Since: days in which the current cadence step is overdue
  9. History: outlines the completed cadence steps and the one that’s upcoming. Clicking into the View link will bring you to this view:

Launch a Dialing Session

  1. To launch a list, select the Launch button as shown below next to the red *

  1. You’ll then see your list loaded into AutoReach Classic where the dialing session takes place. Prior to starting, here are some helpful items to point out:

  1. Start Calls: select this button to begin a dialing session
  2. Next: skips to the next record
  3. Finish: ends the agent’s dialing session and brings you back to the AutoReach Campaign Management homepage
  4. AutoTab:  if enabled, AutoReach will automatically screen pop an external URL of your choice (ex CRM, ERP, etc.) This feature allows your agents to receive contextual information about a call record which helps them be prepared for each conversation.
  5. Delay Slider: This allows you to input a lag prior to each phone call. This can be useful when used in conjunction with AutoTab so that agents have ample time to review their screen pop or finish outstanding aftercall tasks
  6. Rearrange Slider: if this is function is enabled under Account Settings,  an agent has ability to click this icon and drag the record to another place in the list
  7. View External URL: will open the external URL that is associated with a record in a separate tab. If an agent decides not to use AutoTab, this will be another alternative to manually view contextual information via a screenpop
  8. View Person: will open up the record in AutoReach CRM
  9. Actions: open up the ellipsis to view the following actions:
  1. Schedule/Manage callback: allows you to create a future call task (with notes) if a callee asks your agent to call back at a later date/time

    Callbacks can either be pooled or not pooled (single agent). If your agents are working off a multi-rep list, you might want to consider providing a pooled callback to the first agent that becomes available during that callback period. Otherwise, a callback is not pooled meaning it will be assigned to the original agent who initiated it.






When the time for the callback arrives, the scheduled callback will appear as the next record in that very list. Additionally, the user will also receive an email notification of the scheduled callback. 

.

  1. Remove from list has the following options:
  1. Just this call down or task
  2. All call downs (or tasks) of this list
  3. All lists
  1. Skip call: passes on the existing call task and moves onto the next
  2. Add to do not call list: adds the record into the AutoReach DNC list and prevents it from being called again

Dialing Modes

AutoReach provides both Power and Preview Dialing which can be explained below.

Preview Dialing: When the agent begins their dialing session, they’ll be given a preview of each record ( in the form of a screen pop if available). Upon reviewing the record, the agent will either call or skip the record. If the agent skips the record, they’ll be presented a preview of the next record where they’ll need to make the same decision of calling or skipping. This behavior continues until you reach the bottom of the list.

Power Dialing: When the agent begins their dialing session, AutoReach will automatically place an outbound call to the first record. Once that call is complete, AutoReach will then automatically call the next record. This behavior continues until you reach the bottom of the list. The biggest difference in Power Dialing is that you don’t give your agents the freedom of skipping a record, thus allowing them to call every record and make more phone calls.

By default, AutoReach will equip your agent with Power Dialing. You can toggle to Preview Dialing by clicking Switch to Preview

Once you’ve switched to Preview Dialing, you’ll need to click the Launch Preview Controls Window button to see all of your call controls as mentioned above. The window should look something like this:

Handling Inbound Calls (Blended Dialing)

If blended dialing is enabled, inbound calls will be prioritized over an active dialing session so that agents can answer the call as quickly as possible

  1. Agent completes the current call in a dialing session
  2. The inbound call will be presented  in Zoom
  3. Upon accepting the inbound call, AutoReach will automatically pause the dialing session so that the agent can answer the inbound call that’s waiting in queue
  4. After completing the inbound call, the agent can enter back into the dialing session by selecting Start Call to unpause the dialing session and finish the remaining call records 

Reminder: it’s important to coach your agents to set the delay slider to a value that’s greater than 0 seconds. This is a required step to enable blended dialing.

Dialing Session Settings

The AutoReach Classic UI is where agents enter their dialing sessions. There are also a number of configuration options made available to admins to enhance your agents’ dialing experience.

Under Actions on the left navigation toolbar, select Back to AutoReach Classic

Account Settings

Agent Settings

AutoReach Professional

As a Campaign Management user, you also have the ability to take advantage of all the  features that are used amongst our Professional license users in AutoReach Classic as a standalone. You can access the Professional User Guide for CSV or Salesforce if any of the below features are beneficial.

However, please keep in mind that there are several features (below) that are unique to Campaign Management. If you require any of the below items, you should not use AutoReach as a Professional user.

Campaign Management unique features:

CSV Uploads

As mentioned in the above content, Campaign Management users have the ability to import call records via CSV into AutoReach CRM. From there you can start creating dynamics lists via rules or manually add records into a static list.

In AutoReach Classic, Professional license users have the ability to directly import records via CSV as a static call list . This can potentially be a sufficient alternative if you do not need to add Campaign Management-unique components like cadences, dynamics lists, or skills-based routing.

Salesforce Integration

AutoReach Classic as a standalone also has a pre-built Salesforce integration with the following capabilities:

  1. Directly import Salesforce Reports and List Views into AutoReach Classic
  2. Try all phone fields: allows you to call all the fields that are associated with a record. For example,  if an agent calls a lead’s Phone field and the lead doesn’t answer, the agent can then call the Mobile field right after.
  3. Salesforce DNC lookup: automatically remove records before adding a list via Salesforce reports or listviews

Removing AutoReach

You can follow these instructions if you no longer need AutoReach and need to remove the app from your Zoom instance

  1. Log in to your Zoom account and navigate to the Zoom App Marketplace
  2. Click Manage > Added Apps
  3. Click on the Remove button

FAQs

  1. Q: What happens to child campaigns when you delete a parent campaign?
    A: Child campaigns are also deleted when a parent campaign is deleted. If this isn’t desirable please do not leverage the parent child concept.

  1. Q: Why am I missing some functionality that appears in this documentation
    A: This is likely due to the fact that you might be assigned a role that doesn’t have more privileges like an admin or supervisor role