REDTAIL INTEGRATION

Intulse's integration with Redtail merges your phone system with your Redtail account. With the integration enabled, any screen in the Intulse App that would normally display a simple phone number will instead automatically search your Redtail database and return any contact 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 Redtail records. You can click on the caller’s name to open their records within Redtail. When a call is matched to a contact in Redtail, 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 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.

Text messages can also be logged for your Redtail contacts. If enabled, a text message log will be created every night.

You will be able to send text messages and start calls to Redtail contacts directly from within the Intulse App by simply searching for a contact name on the My Phone screen. Email addresses attached to a client's record in Redtail will also be recognized within the Intulse app.

If any phone number is not able to be matched to a record in Redtail, you can create a new contact, or add that number to an existing client 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 Redtail by simply clicking on a phone number.

To experience the integration between Intulse and Redtail, you will need to use the Intulse App.

CONNECTING REDTAIL TO THE INTULSE APP

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..

System Administrators

1. Open the Intulse App and select the More menu tab.
2. Select Redtail from the More menu.
3. Enter your individual Redtail username and password.
4. Optionally, you can enter a username and password which will be used to communicate with Redtail for any user that does not enter their own username and password.
   • This can simplify roll-out but has the disadvantage that all call logs will appear to be created by you and not the individual user.
   • IMPORTANT If you are using Text Message logging, then you are required to enter a default username and password.
5. You can choose to Enable automatic call logging. This will cause every incoming and outgoing call that can be matched against a contact to be logged right after the call ends.
   • If you decide to have calls logged, you can also choose how incoming and outgoing calls are categorized.
6. By default, call logs created in Redtail will be created as notes. You can choose to create call logs as activities instead. This affects all users in your organization.
   • If you decide you want to create call logs as activities instead of notes, you can choose whether those activities should be marked as complete.
7. Text message logging is turned off by default. Checking this box will create a log of all text message conversations that took place that day. If selected, each night a log will be created for all text message conversations that took place that day. Each conversation will be logged as one complete file, showing each message sent or received within that conversation.
   • IMPORTANT To use this feature, you are required to enter a default username and password.
8. Use the drop-down list to select users who should be excluded from automatic call logging.
9. Click the Save button to save your settings.

All Users

1. Open the Intulse App and select the More menu tab.
2. Select Redtail from the More menu.
3. Enter your individual Redtail username and password.
4. Click the Save button to save your settings.

MAKING A CALL

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 browser extension installed, all phone numbers will appear as clickable hotlinks.

Simply click on a phone number, then select “Start a Call”.

RECEIVING A CALL

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. When you are manually logging a call from the Call History screen or while on an active call, you have the option to trigger a workflow for that call.

Clicking on the caller’s name will open their contact record, showing their name, important information, the servicing advisor, the writing advisor, 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 Redtail 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.

CALL LOGS

Call logs can be found under the “Activities” or “Notes” tab, depending upon the settings selected by your system administrator.

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:

• Any notes related to the call
• The user on your system with whom the call was connected
• The date and start time of the call
• The duration of the call
• The phone number
• A copy of the call recording. Click the .wav file to download and play the call recording.

You are also able to add a comment directly into the call log.

Calls will also be logged within the Intulse App. Learn more about the Call History and Call Recordings reports here.

TEXT MESSAGES

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 Redtail 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 Redtail. 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 Redtail, check out their website!