Auto Dialing

Overview

Agency admins can adjust auto-dialing features within Hooked CRM. Auto-dialing ensures your agents don’t miss opportunities.

Finding the Auto Dialing Features

Auto-dialing features are only available to Agency Admins. You can find these options through the Campaigns tab on the left-hand side of the screen. Once you’ve reached the Campaigns Page, click on the campaign you’d like to adjust.

Once you’ve reached the campaign you’d like to adjust, click on Dialer, and you’ll find the auto-dialing features.

At the top of the page, it will show you the dialer’s state and status of the campaign.

Dialer Settings

Your general dialer settings will include several features you can adjust to customize your auto-dialing experience. Here are the main settings you can use:

• DID Pool: The list of available numbers you can use to contact your clients. Hooked will rotate through the various numbers input or choose a number based on the client’s area code.

• Dial Mode: From here, you can adjust the type of auto-dialing Hooked uses for your calls.

• Max Retry Attempts: The number of attempts Hooked will call a client.

• Retry Delay (Minutes): The time Hooked takes between calls.

• Dial Ratio: Changes the number of lines a single phone simultaneously calls.

Abandon Rate Governor

To stay TCPA compliant, Hooked has an Abandon Rate Governor built in, so you’ll never have to worry about breaching the Abandon Rate Threshold. You can adjust the percentage by clicking on the number and inputting the threshold you want.

Hooked allows you to adjust the Abandon Rate Threshold from 0.01 to 3.0% and evaluates the campaign’s status over thirty days.

Safe Harbor Message

A Safe Harbor Message is an audio file that plays when a lead picks up and there is no agent available. You can adjust the message by clicking on and inputting text in the Message Box. Hooked as provided a few inserts for your convenience:

• Agency’s Name

• Callback Number

• Lead’s Phone Number

• Use Suggested Message

By clicking “Use Suggested Message”, Hooked will automatically create a compliant Safe Harbor Message.

Approving Dispositions for Autodial

Through the Hooked system, you can manually adjust the dispositions your auto-dialer will contact. Simply click on the various dispositions you want the auto-dialer to toggle which ones will be chosen.

You can also adjust which outbound outcomes are available for redial, but it is not required for your auto dialer.

Saving & Starting Your Auto Dialer

Once you are finished making every adjustment for your auto dialer, you can save the information by clicking the Save settings button located at the bottom of the Dialer settings page.

If you’re satisfied with your settings, you can click on the Start button to begin auto-dialing.