Configure Single Workflow Line

Our Single-Workflow Line is designed to perform a series of customized actions every time the phone line is activated by an inbound call or text message. This streamlined process ensures consistency and efficiency in your communication workflow.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Lines & Workflows from the page navigation.

Step 3

From the Lines & Workflows section, click on the phone line that you wish to configure.

Step 4

Next, choose the line type. You can opt for Multi-Workflow, Single-Workflow, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Single-Workflow option. Once selected, click Next.

If you need assistance with Phone Line configuration, please book a training session and we'll be happy to help.

Step 5

If you're setting your phone line up for the first time, you will now be prompted to name your phone line. You can optionally provide a description for the phone line. When done, click Next.

Step 6

The Phone Line Greeting is what your caller will hear when they call your phone number. You can use the default greeting or opt to record a custom greeting that prompts the caller to leave specific information in their voice message.

To set a custom greeting, decide how you would like to add a greeting. There are 3 available options for adding a greeting:

1. Create a new greeting using text-to-voice. If opting for this method of adding a greeting, you'll be prompted to type your greeting as text. We will then run the text through a text-to-speech engine and allow you to preview your greeting before assigning it to the phone line.
2. Record a new greeting. In this instance, you'll be asked to provide a direct phone number where you can be called. The application will phone you and provide step-by-step instructions on how to record, preview and save your greeting.
3. Upload an audio file. If selecting this option, you will be able to upload a pre-recorded audio file for use as a greeting on your phone line.

Choose the method you'd like to use, follow the provided instructions and finish by assigning the desired greeting to the phone line. Once done, you can click the 'play' button to verify that the correct greeting has been installed.

Step 7

Next, we'll configure the Line Settings. If you'd like the caller to verify their identity as human before triggering the phone line, enable the toggle Require verification of inbound call before triggering workflow. Undertaking this step prevents auto-diallers and telemarketing services from triggering the phone line. This is accomplished by requiring the caller to press a number on their telephone keypad when prompted. If choosing to enable this option, be sure to update your Phone Line Greeting (above) to guide the caller through this step.

You can also configure a Single Workflow Line to be triggered by an inbound text message to your phone number. This is particularly helpful when you have teams operating off grid with limited voice connectivity and using satellite messengers. Here too, we can require a verification step by enabling Require verification of inbound text before triggering workflow. Enabling this option will send a human challenge back to the initiating party to validate their text.

Once the workflow has been triggered, the Text Message Activation Response will be sent to the sender of the inbound text message to confirm receipt of their text message.

Step 8

Once a caller has recorded a message requesting a callback or sent an inbound text message, Connect Rocket can trigger a workflow with associated actions to ensure the caller's message is escalated properly within your organization. Available actions are: notifications, conference calls and/or pager notifications. You can add one or many actions.

Adding a Notification

1. Select the group(s) that you would like to send your notification to.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the notification will be delivered to any 'Off Duty' contacts when the workflow is triggered.
3. Type your notification message. This can include URLs.
4. You can opt to add a file attachment to your notification. Any format is supported and will be uploaded to our servers. A shortened URL will be appended to your notification message. Clicking the link will allow the notification recipient to access the attachment.
5. If required, add a poll to your notification by making a selection from the dropdown menu. If you don't see any poll options, you'll need to create one first.
6. You can choose to attach a link to the captured voice message left by the caller, allowing notification recipients to hear, firsthand, the caller's message.
7. You can request a transcript of the caller's message be sent with your notification. Note that the quality can vary widely depending on call quality, background noise, etc.
8. If the line is triggered by an inbound text message, you can opt to forward the message with your notification.
9. Select the desired delivery methods for your notification. You can chose one or more of the available options. The delivery methods available to you will depend on how your account is configured.

Click Save when done.

Adding a Conference Call

1. Select the group(s) that you would like to place your call to.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the call will be placed to any 'Off Duty' contacts when the workflow is triggered.
3. Optionally, you can first try your call to all 'On Duty' contacts. If no one answers, Connect Rocket can retry the call, including all 'Off Duty' contacts in the selected group(s).
4. If you choose to add a conference introduction, the entered text will be read aloud when a call recipient picks up the conference call - providing immediate context for the nature of the call.
5. You can choose to play the voice message left by the caller when the conference call is picked up, allowing call recipients to hear, firsthand, the caller's message.
6. If you have more than one phone number, you can choose which number the conference call should be initiated from.

Click Save when done.

Adding a Pager Notification

1. Select the group(s) that you would like to send your page to.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the page will be sent to any 'Off Duty' contacts when the workflow is triggered.
3. Enter the message you wish to send via page. Valid characters include: any digit (0-9), '#' and '*'. You can add a 'w' to insert a half second pause.

Click Save when done.

Step 9

Once you have added all of your desired actions, your Single-Workflow Line has been successfully configured. You can now return to the Lines & Workflows page and you will see:

1. Updated line name.
2. Line type set and identified.

If you wish to create additional workflows for this phone line, simply follow Steps 7 through 8 above. If you need to make changes to the line or workflow, simply click the 'pencil' icon.