Intulse's integration with AgencyBloc merges your phone system with your AgencyBloc account. With the integration enabled, any screen in the Intulse App that would normally display a simple phone number will instead automatically search your AgencyBloc database and return any individual, agent, or group records that match that phone number.
When you receive an incoming call, instead of displaying the caller ID, your phone system will display the name of the caller as it appears in your AgencyBloc records. You can click on the caller’s name to open their records within AgencyBloc. When a call is matched to an individual, agent, or group in AgencyBloc, it can be automatically or manually logged as a note or activity within their client record. You can quickly add your own commentary to the call log, which will automatically contain basic information about the call, such as the user and extension on your system with whom the call was connected, the date and start time of the call, the duration of the call, and the phone number. A copy of the call recording is also attached to the call log if it was recorded.
You will be able to send text messages and start calls to AgencyBloc contacts directly from within the Intulse App by simply searching for a contact name on the My Phone screen.
If any phone number is not able to be matched to a record in AgencyBloc, you can create a new contact, or add that number to an existing individual, agent, or group record, all from inside the Intulse App.
Furthermore, if you have the Intulse Companion App installed in your browser, you will be able to start calls and text message conversations directly inside AgencyBloc by simply clicking on a phone number.
In order to experience the integration between Intulse and AgencyBloc, you will need to use the Intulse App.
If you would like to have the AgencyBloc integration enabled for your account, please contact Intulse support and we would be happy to get you connected.
This guide assumes that you have installed and logged into the Intulse App on any necessary devices. If you need additional information on how to install or navigate the Intulse App, check out this thorough Walkthrough.
Only system administrators in the Intulse App can update some of the required settings for your AgencyBloc integration.
In order to fully benefit from this integration, both AgencyBloc and the Intulse App should be open and running in the background of your device.
After an administrator has setup the required information for the AgencyBloc integration each user can then choose how they want calls to be logged in AgencyBloc. By default, calls are logged as "Completed" activities, but you can choose to switch to "In Progress" activities. This will require that you get your user ID number from AgencyBloc but can have several advantages. In progress activities are shown in AgencyBloc on your dashboard thus giving you a reminder to enter notes about your calls.
Make sure your Virtual Phone is enabled in the Intulse App.
Search for a Contact
Begin typing a contact name in the search bar of the Intulse App. Any current contacts will appear. Click on a name, then click the "Call" button.
Click to Call
If you have the Intulse Companion App brower extension installed, all phone numbers will appear as clickable hotlinks.
Simply click on a phone number, then select "Start a Call".
Mobile Devices
All of the same calling options are also available on your mobile device. Make sure you have the Intulse App downloaded with the Virtual Phone enabled and you will be able to search for contacts and initiate calls directly from the Intulse App on your mobile device.
Desk Phones
If you prefer to use a desk phone instead of making your calls through the Intulse App, leave your Virtual Phone set to DISABLED. Now when you enter a name or phone number in the search bar of your app, or click on a phone number to call, the call will be sent to your desk phone. When your desk phone begins to ring, pick up the receiver, and the outbound call will be dialed.
When you receive a call from a recognized contact, a notification will appear allowing you to open the client’s record in any integration where they are an existing client.
While on an active call, the “Call Actions” drop-down menu on the My Phone screen will allow you to Create a Log of the call.
Even if calls are logged automatically for your organization, this will allow you to enter more detailed notes about the call while you are still on the active call. If the caller is entered into multiple integrations, you can select where to log this note.
Clicking on the caller’s name will open their contact record, showing their name, the servicing agent, any notes pinned on this account, and a 90-day call history.
If more than one record exists for a phone number, such as family members who share the same phone number, you will be able to use the drop-down arrow beside the contact’s name to select the appropriate record for the person calling. This includes contacts found in any other integration.
You can also click on the contact’s name to open their full record in AgencyBloc if you didn't click on the initial notification.
If a phone number is not matched to a contact, clicking on that number will display the option to either add it to an existing contact or create a new contact.
The “Activities” page within a client’s record in AgencyBloc will display any call logs associated with that client.
The Subject line will be the phone number associated with the call unless a note was created during the call. In that case, the subject line will reflect what was entered in that note. Click the subject line to open the detailed call log.
Details included in the call log:
Click the “Update” button to add any notes, change the status of the call, or attach any files to the call log.
Calls will also be logged within the Intulse App. Learn more about the Call History and Call Recordings reports here.
All text messages are also recorded and kept within the Intulse system and can be connected to contact records in your integration.
Click here to learn more about how to send text messages via the Intulse App. You can also send messages directly from contact records in AgencyBloc with the browser extension installed. Simply click on the phone number and select “Send a text message”. Select your organization’s phone number, type your message, and click the Send button. Files and images can also be attached.
If your system administrator has selected to have text message logs created, a record of the entire text conversation will be logged in their contact record in AgencyBloc. These text logs are created each night for all conversations that occurred that day. They will be logged as one complete conversation, showing all messages sent by your organization and every message received from the contact.
Just like phone calls, all text messages are also logged within the Intulse system. Click here to learn more about the Text Message Activity report.
For more information about AgencyBloc, check out their website!