Admin Tools

  • Tools available for Lead Response Management
  • Configuring and utilizing pre-recorded voicemails
  • Configuring and utilizing InsideSales email templates

Practical Scenarios

  • Given body content, create an email template incorporating permissions, merge fields, and attached files.
  • Create a voicemail template. Verify the format compatibility and upload a prerecorded message file to attach to the voicemail template.
  • Demonstrate knowledge of how to deploy email and voicemail templates from the PowerDialer interface.

Getting Started

The concepts of Lead Response Management, or LRM, are at their core really just common sense—it's about holding, or maximizing, the value of every potential opportunity. Prospective customers come to the sales process at different levels and different states of readiness. Some may be in an active buying cycle, others may not be ready for months, or even a year down the road.

Consumers today do more research and gather more information before making purchase decisions. Lead Response Management is about preparing and usingthe right resources to connect with prospects, regardless of where they are in the buying cycle.

Manage Voice Messages

The voice message manager lets you create, edit, and control the voice mail content agents send out through the dialer. Messages can be recorded directly over a telephone line, or pre-recorded as a digital .WAV or .GSM formatted media file.

If you're planning on recording messages yourself over the phone, make sure that the phone number listed in your Salesforce user profile is correct, as the dialer server will call you at that number to create the recordings. If needed, update this first, then run the Update Users From Salesforce command in the InsideSales tab, inside the Manage Users link. Once you've done this, you're ready to make your recordings.

Recording a Message

Navigate to the Manage Voice Messages section of your InsideSales tab.

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If you have any existing recordings, you will see them listed here, with options to Edit, Listen, or Delete a message. To create a new message, click the Add Voice Message button.

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Pre-recorded Messages

To upload a message you've already recorded, notice the information in the center of the editor. These are the specs to use for your digital audio file. If you have files you'd like to use, such as those done by a professional recording studio, they'll probably be in an MP3, or alternative .WAV format (like a high-quality, CD-audio .WAV). To upload these to use with the PowerDialer, you'll need to downmix them to the proper specifications, using digital audio software.

Message Properties Description

Action Description
Message Owner Specifies the user who owns the message recording.
Message is Public If the message is marked as public, it means that it can potentially be used by any user of the PowerDialer. These situations are generally rare, but can be useful for certain calling initiatives or campaigns.
Message Name Give your message a name.
Upload Audio File Brings up a dialogue box to select a digital audio file located on your computer.
Message Script If you'll find it helpful to type out the script of your message before recording it, enter the text for the script here to store it. This can also be useful for referencing the content of the message later on if necessary.

Creating the Message

Once all the message properties are set, click Create.

Within a few seconds, the Voice Message Manager will save the information entered, and tell the dialer servers to call your phone, so you can actually create the recording.

When this happens, you may see a phone number with an area code you do not recognize. Go ahead and pick up the phone.

After you pick up, you will hear a simple voice message prompt.

  • Press 1 to listen to the current recording.
  • Press 2 to make a new recording, or update the existing one.

Press "2" to make a new recording. The system will give you a "beep" prompt, which is your signal to begin recording the message. Read through your script if you have one, or simply wing it.

After finishing the recording, press the pound (#) key on your phone to return to the main menu. If you made a mistake, or after listening to the message you decide you want to record it again, simply repeat the process until your message sounds the way you want it to.

When finished, hang up the phone, and your message is ready! The message will be available for you to use when you're placing calls through the PowerDialer.

Manage Emails

Similar to the voice message manager, the Email Manager sets up and organizes email templates for the PowerDialer.

Salesforce Templates vs. PowerDialer Templates

Before using the Email Manager, however, be aware that the system fully supports the use of your existing Salesforce emails. If you've done all the work of creating an email template library in Salesforce, go ahead and use them. If this is the case, you likely won't use the Email Manager at all.

On a case-by-case basis, however, you may have a reason to create an occasional template in the manager, if you want to use merged fields while making calls in the PowerDialer. email templates can grab information directly from records in the dialer, and insert them into the content body of emails as they get sent.

Depending on the campaign, this merged field functionality may be useful, and you might want to take advantage of it. In these cases, go ahead and create a template specifically in the manager.

Otherwise, don't worry about "reinventing the wheel," and stick with your pre-existing Salesforce templates.

Manager Main Menu

When you arrive at the main menu screen, you'll see all of your current templates ONLY. None of your Salesforce templates will even be visible from here. To edit your Salesforce emails, use the tools provided by your Salesforce CRM.

Setting Up Your SMTP Relay

When you send emails using the PowerDialer, the system actually sends the email content through your existing email server. As a result, you'll need to grant access to the PowerDialer to use your outgoing (SMTP) email account.

You'll need the server name, the username and password for your email acount. Check with your IT admin for the necessary settings if you don't know them.

To configure the settings for the SMTP Relay server, you will need to access two pages: "Manage Company" to enter the server settings and "Edit Employess Settings" for each employee to enter their credentials.

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Manage Company Information - Email Settings

Setting Description
Server Hostname AKA SMTP Relay Server. Internet address of the server that will forward emails for you. You must provide your own server address for this, and we can help you with some recommendations.
Server Port Part of the security settings for the email server. This is typically 25 or 465.
Server Type Part of the security settings for the email server. Typically "Default."
Authentication Part of the security settings for the email server. Depending on the level of security this will be somewhere between "- none -" and "LOGIN", or one of the encrypted token types. "- none -" requires no authentication, and "LOGIN" requires a username and password to authenticate.

Setting Up User SMTP Passwords

Once the server information is entered, next go to the Edit Employee Settings in the InsideSales tab. Here you'll see the list of active PowerDialer users, with the option to input their SMTP user name and password.

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Once the info is entered, click the "Test" button to verify that the settings are working. If you get an error message, double-check the company SMTP server information, and the user name and password for the individual employee(s).

Creating and Editing Email Templates

To edit any of your current emails, click the Edit link, or click Create New Email Template to start a new one.

The basic options and commands are broken down in the table below.

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Menu Options

Field Description
Template Owner Specifies which user is in control of the template.
Permission Individual or Company. Specifies whether only the individual user can access and use the template, or anyone in the company.
Template Name Give your template a descriptive name.
Subject The subject line of the email as it will appear in recipients’ inboxes.
CC If you would like to carbon copy a recipient every time this template is sent, enter the appropriate address(es) here.
BCC Same as CC, only the recipients don’t know that anyone else received the carbon copy of the message.
From The email address that the message will appear as being sent from. If left blank, assumes that the email address entered in the user’s profile in the PowerDialer system is the address to use.
Permission This option can be set to Individual, or Company. This controls which PowerDialer users will have access to the template. If the rep wants to be the only one who can use a particular template, set the permission level to Individual.
Attachments If you have any files stored in the Recordings and Files section of your InsideSales tab, those files can be attached to an email as it goes out. This is a great time saver if you have a particular marketing brochure or sales collateral that you want to always send out with a particular email. Simply upload it into the Recordings and Files area, then attach it to the email template.
Merge Fields Copy in relevant data from each record into pre-configured fields in each email template. This helps to personalize each email you send out.

Email Content

The default content editor uses a “What You See is What You Get” (WYSIWYG) HTML editor. You can create simple emails with nothing but text, or you can use any HTML feature or function, including javascript and Flash, to create a full-bore, rich content email with graphics, video, and more.

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If you decide to do a content-rich template, you will need to have any content you wish to use (pictures, graphics, logos, video, etc.) stored somewhere on the Web that will allow the email template to grab the content.

Though the WYSIWYG editor is practical for relatively simple emails, we assume that users who want to create more advanced types of content will have at least a basic understanding of HTML formatting conventions, and may want to interact directly with the HTML code base. To switch from the WYSIWYG editor to a straight HTML editor, click the “HTML Without Editor” radial button in the lower right portion of the email content box screen.

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Likewise, if you want to turn off HTML entirely, and simply use plain text, click the “Text only” button, and the editor will turn off HTML rendering completely (essentially turning the editor into the Web equivalent of Notepad or TextEdit).

When finished creating or editing the email content, click save to update the changes.

Personalize with Merge Fields

The PowerDialer can add practically any piece of information from a database record and automatically parse it into the body content of an email template. This is a great function for personalizing emails to get higher response rates. At the exact spot you insert the merge field code, the appropriate information will be pulled in by the dialer when the email is sent.

Look for the section Merge Fields on the Manage Email Templates page. The first step is to select which object type you will use from your database for copying the data. You can choose between Lead, Account or Contact from the Select Field Type drop-menu. This will specify what kind of database record type you will copy field data from. Next you can use the Select Merge Field to pinpoint which piece of data you will show in the email. You will see choices like OwnerId, FirstName, and PostalCode, which are fields included on your records. If you were to select "FirstName" from that list then nearby field Select Merge Field will be populated with a special code for you to use. In this case the value would be "{$FirstName}" and you can copy that (Ctrl-v on your keyboard) to load it into memory.

The idea of a merge field is to place that code wherever you want it to appear in the email you send out to an individual. A great place to put a person's first name is in the first line of the email to say "Hello Jim!" Assuming the recipient is named Jim. To customize that first name, enter the following in your email template:

    Hello, {$FirstName}!

Now you have the power to greet every one of your email recipients with their first name! You can do the same with all of the other details you have recorded about that individual; just use your imagination. Good details to include would be the products they were interested in or the last time you talked to them on the phone.

Not only can you place these Merge Field codes in the body of the email template but you can include it in the Subject line and the bottom "Signature" area of the emails, so you can account for different agents sending out the same email templates. Here's what the email signature from a shared email template might look like:

    {$OwnerFirst} {$OwnerLast}
    ACME Marketing, Inc.
    Idahome, Idaho 87654

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