Kylas Caller Integration for manual and automated calling
This article covers the steps to be followed and the prerequisites for installing a marketplace app. This app helps you connect your cloud telephony provider with Kylas CRM.
Kylas Caller app- This helps users to connect their cloud telephony apps with Kylas CRM. Admin can map the numbers associated with the cloud telephony account with Kylas users. Users can configure this app to create new leads/contacts in Kylas CRM, whenever a call is received from a new number. Call log gets created automatically in Kylas CRM. Users can also initiate calls from Kylas CRM after the installation of this app.
Connection to the following operators is supported by this app -
1. Exotel
2. My Operators
3. Tata Tele smart flo
4. Airtel
5. Kaleyra
6. Ozontel
7. Knowlarity
8. Dial Desk
9. Caller Desk
10. Servetel
11. Mcube
12. Voxbay
13. Big V
14. TCN
15. Slash RTC
Perquisites
- Permissions: Any user with access to the Kylas account API key or Access to Kylas Marketplace.
- Product Plans: Explore and Elevate.
- Activities to be Completed: None
Step
1.) Navigate to Kylas Market place app>> Kylas Caller>> Install app.
2.) Once you have completed filling in the details on the screen, click on the Sign Up for Free button.
3.) Then an email will be sent to your registered email id as shown below. Click on the Verify button to complete the signup process.
4.) Once the signup process is completed, log in to the app using your registered email id and password.
5.) Click on API Keys and enter the Kylas API Key, save it.
6.) Navigate to the connected accounts section and click on add connected account.
7.) Once clicked on add connected account, choose the operator name and enter the relevant details.
8.) Copy the url and paste it in IVR section (IVR Service provider), In order to receive call logs automatically.
9.) Click on manage users, add the users detail and save it.
10.) How to map agagentsn kylas caller app- Click on view agent under the connected account.
11.) Click on edit and map the kylas user with the agent of IVR Service provider, save it.
12.) All the logs will be shown under the call logs section.
13.) Once it is configured, open any lead and hover your mouse on the calling option (Click to call).
14.) Call can be done from the contacts detail page.
15.) Call from the given operators which have been integrated with kylas.
Call logs will be sent provided that IVR has the ability to send recordings.
Automated calling: You can setup Kylas workflows to make automated outbound calls via the Kylas caller application based on some events e.g. Lead created or Updated.
1.) Navigate to CRM settings -> Automation - > Workflows
2.) Create a workflow as mentioned in the following article https://support.kylas.io/portal/en/kb/articles/how-to-create-a-workflow-in-kylas-crm-review
3.) After selecting the entity, trigger and conditions, go to Actions on workflow
4.) Choose 'Marketplace action' from the list of actions
5.) Choose 'Outbound call'
6.) Click on the 'Outbound call' button that's shown
7.) Select the vendor from which you would like to call
8.) Choose the phone number on which you would like to call and the agent
You can choose the agent as a user that's related to the workflow record such as record owner, created by or updated by user
You can also select a fixed agent as available in your Kylas caller application as users
The call will connect to the corresponding user only if the user mapped with one of your IVR agent as shown in the Step 10 of this article
After the workflow is created and marked active, whenever the workflow trigger and conditions will match, it will initiate an outbound call to the respective agent and followed by the Lead or Contact.
View automated call logs: You can view the call logs made by automated calling in the Kylas caller app separately
1.) Navigate to Kylas sales -> Kylas marketplace -> Installed apps -> Kylas caller -> View Details
2.) Click on 'Automated call logs' as shown below
3.) You will be able to view all call logs with their status whether success or failed attempted via Kylas workflows actions.
Impact of user availability on automated call: The automated calls via Kylas workflows will be connected to the users based on their shift availability timings
1.) Please create and assign a shift to the users as mentioned in https://support.kylas.io/portal/en/kb/articles/user-shifts-in-kylas
2.) Make sure the Calling availability timing is added correctly to indicate the timings the users are available to take call
3.) Kylas caller will attempt calling to the respective user only if the user is available as per their Calling availability else the call will be skipped
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