Overview You are not seeing a required field in your call disposition, even though you have it clearly listed in settings for your team. When going to disposition a call, your team of representatives ...
Overview You want to know how to enable the SMS texting feature of Playbooks. Solution Prerequisites You must have the Manage Teams permission In order to send SMS, you must have an SMS-enabled Direct...
Overview When a Sales Reps calls a prospect, he hears some beeps while the connection is being made. You are wondering if Reports in SFDC consider these beeps as Talk Time or only the actual connectio...
Overview You are experiencing delays of several seconds (around 1-2 seconds) when calling through Playbooks which makes impossible to have a normal conversation. The issue seems to have started recent...
Overview This article explains how to correctly troubleshoot issues related to Call Quality. Some of the common symptoms related to this topic are: Call Static (Crackling or light static) Call Choppy ...
Overview You are planning to use the Listen, Whisper or Barge features but you want to know if the recording call feature will stop working while someone is monitoring the calls. Information The Rec...
Overview You may want to change the route to rep time in direct inbound Call Paths to avoid cases where calls go to Voice Mail (e.g., after 25 seconds of ringing), and, as a result, Playbooks consider...
Overview You want to enable a number(s) you already have or have recently ported to Playbooks for SMS. Information We can make existing or ported numbers to be SMS capable. You may want to contact ...
Overview You are using the dialer to make ad-hoc calls to contacts not enrolled in Plays. However, those calls are not syncing with your CRM, so you are unable to correlate them with the contact or ac...
Overview You want to disable the Place a Call option in the Playbooks menu through a specific permission. Information By design, Playbooks does not have a permission to disable the Place a Call feat...