Creating & Managing Teams

Setting up teams is vital to ensuring that Callingly works to get your lead to the right person at the right time. This article details how to create and manage Teams. From availability schedules and time zones to the number of times we try each Team before sending the lead to a Fallback Team, you'll find the info here!

verifiedRelevant to Owners and Admins. Approx. reading time 8 min.

Create A New Team

If you're creating your first Team in Callingly, you'll want to start from scratch. But if you already have a Team, you can have the choice to start fresh or to duplicate one of your existing teams.

Starting from scratch means your Team will receive all the default settings. Duplicating a Team will carry over the settings from the original team. You can still edit those settings, but duplicating makes it easier if the new Team only differs slightly from the original.

We discuss how to create and duplicate Teams below. After creating a Team through either method, you'll want to edit the Team Settings.

Create a new team from scratch

You'll create a new Team from scratch from the Teams panel of your Callingly account.

1.
Click the New Team button in the page's top right corner. A panel will slide open on the right side of the screen, listing all the users in your account.
2.
Give the Team a name. Type a team name in the text box provided. This is for internal use only — your leads won't see it — so be sure it correctly identifies the team for easy use in the future.
3.
Decide how to route your team. Under the Call Routing header, you can toggle the routing to Round Robin or Simultaneous.
  • Round Robin. Callingly will call one user at a time within the same priority group until one picks up. Callingly will automatically rotate the order of who gets called first within the priority group to ensure a fair spread. Priority will always begin with group one.
  • Simultaneous.* Callingly will call everyone in the same priority group at the same time. The first user to answer gets the lead.
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Tip: This can be changed later, so don't fret about which one to choose!
4.
Select Users for the Team. Check the box to the left of the name of each User who you'd like to include in the Team. Check the box to include a user and uncheck to exclude them. To add all users to a team, click the checkbox above the user list.
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Note: Users are not limited to one Team. Every user can be on as many Teams as you need, so break these Teams up however you deem best.
5.
Give each user a priority. Use the drop-down menu to the left of each checkbox to assign a priority to each user on the Team. Round Robin routing will occur inside each priority group, starting with ones, then twos, and so on. The simultaneous method will call all the ones, then the twos, etc.

*The default setting.

Duplicate an existing team

If you have at least one Team in your account, you can clone that Team instead of starting from scratch. We call this Duplicating. You'll duplicate a team from the Teams panel of your Callingly account.

Click the content_copyDuplicate icon to the right of the team that you'd like to clone. You'll see a green success pop in the top right corner of the screen telling you Team duplicated!

The team will be copied exactly, including all users and settings, and given the same name as the original Team with (copy) behind it.

Example

When duplicating a Team called East Coast Sales, the result is a new team called East Coast Sales (copy).

Manage Teams

Edit team settings

If you've just created a new team, you'll want to be sure that the team settings are precisely how you want them. After all, that's part of ensuring your lead reaches the right person at the right time. Team Settings is also where you'll head if you need to update something about your team's setup.

To access the settings for a Team from your Calling dashboard:

1.
Click Teams in the left navigation menu.
2.
Click settingsthe gear icon next to the name of the team you'd like to work with.

You'll be presented with a list of the following options. Change all or none of them. Whatever you like!

Name

The name of your team.

Input Type Options Default Setting
Text input box Enter up to 250 alphanumeric characters

Call Recording

Records the call between your User and the Lead. It can be played back in the Calls section of your

Input Type Options Default Setting
Two-way toggle On and Off On

Dispatch Caller ID

The Caller ID that the User will see on the call.

Input Type Options Default Setting
Dropdown menu Each system number.
Lead's Phone Number.
The default dispatch number provided in your Callingly account. This can be found under your Account Settings.

Lead-facing Caller ID

The Caller ID that the Lead will see on the call.

Input Type Options Default Setting
Dropdown menu Each system number
User's Caller ID
Your first purchased number

Whispertext

Information heard by the user before connecting with the Lead.

Input Type Options Default Setting
Text input box Anything available in the Liquid templating language Please press 1 to connect to {{first_name}} {{last_name}} {{company}} {{category}}

Post-Call Whispertext

Whispertext heard by the user after the lead hangs up. Press emergencyon your dial pad anytime to end the call and access this menu.

Input Type Options Default Setting
Text input box Options Your call has been completed. Press 1 if you were able to reach the lead. Press 2 if you left a voicemail. Press 3 otherwise to reschedule the call.

Deal Whispertext

Whispertext heard by the User if indicating they reached the Lead during the Post-Call Whispertext. This prompt asks for a result for the deal.

Input Type Options Default Setting
Two-way toggle On and Off Off

If the toggle is switched on, a text input box will appear. The default message in this input box is:

Press 1 if you scheduled an appointment. Press 2 if the lead was interested. Press 3 if the lead was not interested.

An additional setting will also appear:

Deal Menu & Actions

This section contains nine options corresponding to each of the nine numbers on a phone's dial pad. Each number provides the same setting options:

Input Type Options Default Setting
Dropdown menu Do Nothing
All tags added to your account
All stages added to your account
Do Nothing

Whispertext Language

The language used to deliver your Whispertext message to the Users.

Input Type Options Default Setting
Dropdown menu English
Spanish
French
Italian
German
Dutch
Portuguese
Finnish
English

Call Delay

The time to wait after the lead comes before starting the call.

Input Type Options Default Setting
Input number box Any positive integer 0 minutes

User Retries

The number of times Callingly attempts to reach a User to then connect to a Lead during the outbound call flow.

Input Type Options Default Setting
Two-way toggle On and Off On

When toggled On, two other settings appear so you can set the number of retries and a retry schedule.

Number of Retries

If no Users answer, this is the number of times Callingly will attempt to reach a User to connect with the Lead.

Input Type Options Default Setting
Dropdown menu 1-10 Retries 3 Retries
Retry Schedule

The number of times the system will wait between each Retry. One box will appear for each attempt. So if you've selected 3 Retries, three boxes will appear, while ten boxes will appear if 10 Retries has been chosen.

Input Type Options Default Setting
Input text box
Dropdown menu
Any positive integer
Minutes
Hours
Days
Retry #1      5 Minutes
Retry #2    10 Minutes
Retry #3    15 Minutes

Fallback Team

After exhausting all retries, Callingly will fall back on this team, in a final effort to connect the Lead with a User. This will cause the lead to be assigned to the Fallback Team. Whatever settings the fallback team has in play will be applied to their retry schedule.

Input Type Options Default Setting
Dropdown menu No Fallback
The name of each team in your account
No Fallback

Lead Followups

After Callingly connects with the User, it will attempt to connect the User to the Lead. Lead Followups has the system automatically attempt a follow-up call if the lead does not answer.

Input Type Options Default Setting
Two-way toggle On and Off On

When this is On, additional settings appear, so you can customize your followup schedule.

Number of Followups

If the Lead doesn't answer, this is the number of times Callingly will attempt again to connect a User with the Lead.

Input Type Options Default Setting
Dropdown menu
1-10 Followups 3 Followups
Followup Schedule

The number of times the system will wait between each Followup attempt. One box will appear for each attempt. So if you've selected 3 Followups, three boxes will appear, while ten boxes will appear if 10 Followups has been chosen. If you choose Days, you can also select whether the Lead is called in the Morning, Afternoon, or Evening on the day of the followup.

Input Type Options Default Setting
Input text box
Drop-down menu
Any positive integer
Minutes
Hours
Days
3 Followups

Reschedule Calls If Team Offline

If every user on the team is marked as Unavailable (offline), then reschedule the call for the first available time slot.

Input Type Options Default Setting
Two-way toggle On and Off On

Send SMS If Team Unavailable

If the Team is unavailable/offline, send a text message to the Lead, letting them know they will be contacted soon. An SMS will only be sent once and only to new Leads who come in via means other than an inbound call. Check out our article, SMS Capabilities, for more information.

Input Type Options Default Setting
Two-way toggle On and Off Off

When the setting is turned on, a text box will appear. You can enter whatever message you would like. The default message is,

Hey there! Just letting you know we'll be in contact with you shortly.

Restrict Calling Schedule

Only allow calls to this Team during certain times and days.

Input Type Options Default Setting
Two-way toggle On and Off
Off

If turned On, you'll want to be sure to click the schedule Edit Schedule button to open the Schedule side panel. This will allow you to choose which days and times the Team is available for calls.

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Note: For information about the call scheduler, see the Setting a schedule section of our article Setting Availability Schedules.

Lead Owner Routing

Override account settings for how leads with owners are routed in this Team.

Input Type Options Default Setting
Dropdown menu Call Team in priority order
Call Lead Owner first, then the rest of the Team
Only call the Lead Owner
Call Lead Owner first, then the rest of the Team
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Tip: We have a full Guide to Lead Owner Routing with more detailed information about this.

Advanced

This option is folded. Click the down arrow expand_moreto expand and see the available options.

Callback URL

This is a Webhook URL where the status of the call is sent after the call is completed.

Input Type Options Default Setting
Text input box Any URL http://
tips_and_updates
Tip: We have an advanced article on Receiving a Callback After a Call with more detailed information about the data we send.

Add or remove users in an existing team

Perhaps you've made new hires, or you've had a bit of turnover recently. You'll need to ensure that Users are added to — or removed from — the correct Team(s). To change the Users associated with a particular team from the Teams page of your Callingly account:

1.
Click the group Users button next to the name of the Team you'd like to edit.
2.
Select or deselect Users for the team. If the Users don't yet exist in your account, you'll need to add them first. You can learn more about how to do that in our Creating & Managing Users article.
3.
Give each User a Priority. Choose between 1 and 10. Users can have the same priority as one another.
4.
Click the Save button to save your

Set a primary team

If you have multiple Teams, you'll want to choose one as the Primary. The Primary team serves as the default team for assignment if a lead is not otherwise assigned to a team. To change the primary Team from the Teams page of your Callingly account:

1.
Click the more_horizMore button to the right of the team you want to choose.
2.
Click Make Primary. A green success popup will appear at the top of the screen, telling you Primary team creation was successful.

Delete A Team

There are many reasons you might need to delete a team — perhaps you did away with a specific department or were simply testing out settings. To delete a Team from your account, from the  Teams page of your Callingly account:

1.
Click the deletered trash can button next to the team you want to delete.
2.

A popup will appear at the top of the page saying:

callingly.com says: Are you sure you want to delete this?

Press OK to delete the team, or press Cancel to change your mind. If you choose OK, a green success popup will appear at the top of the screen, telling you Team deleted!

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Note: You can only delete non-primary teams. Choose a new primary team before deleting a primary team.

Pro-tip

Double your retry time by using the same team as the fallback team.

This will effectively leave the lead in the hands of the original team it was assigned to. The Retry schedule will repeat a second time in the event no users were available during the first round.

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