On the Settings > Telephony page, in the “Automation” block, you can set up automation that helps you keep all calls under control: the system automatically generates tasks and inquiries for each missed or answered call, saving time and simplifying the team's work.

1. Check the Create contacts for calls checkbox and select which calls to include—all calls or only incoming calls.

2. Save your settings.

If there are no matches for the phone number in the database during a call, a new contact is created automatically. The generated name follows this format: [Phone number] + [Auto-created contact] + [Integration name].

For example: +44 98761234323 Automatic contact Twilio

The assigned agent is determined automatically based on the call’s origin and status.

For outgoing calls:

For incoming calls:

If no employee is assigned to the corresponding extension, a contact is created without assigning a manager.

Important: If a single call triggers multiple automations simultaneously (creating a contact, a task, or an Inquiry), the same user will be assigned as the responsible person for all the entries created. This user is randomly selected from among the employees who meet the conditions of all the automations involved.

1. Enable the Create a task for a missed incoming call checkbox.

2. Select the task assignee.

You can assign one, several, or all employees.

3. Set a Due date for the task. Click on the corresponding field and select how many days, hours, or minutes to add to the current task creation time.

E.g., you set the value to 2 hours and missed a call on 19/06/2023 at 1 pm. The deadline for this task will be set for 19/06/2023 at 3 pm.

4. Set up the connection of the task with work orders and leads.

Create task in work order if client has an open work order — clients are searched by phone numbers (if you have several clients with the same phone number, the one created later than all the others is taken). Suppose such a client has open work orders (in the status of any group except "Closed / Dropped off"). In that case, the created task will be automatically connected to such a work order. If there are several work orders, the one created later than the others is taken.

Create task in inquiry if client has an open inquiry — clients are searched by phone numbers (if you have several clients with the same phone number, the one created later than all the others is taken). If such a client has open leads (in the status of any group except "Won / Lost"), the created task will automatically be connected to such a lead. If there are several leads, the one created later than the others is taken.

The task will be created without a connection if you cannot find a client, open work orders, or leads.

Be sure to click Save to apply the settings.

It's done! A "Missed call" task will be automatically created in RO App after each missed call. The due date and the assignee in this task will be the same as you specified in the settings. The author of such a task will be the assignee you set first on the list.

1. Check the Create Inquiry for an answered incoming call checkbox.

2. If necessary, you can select a specific type for such inquiries.

3. Select the inquiry manager.

You can assign one, several, or all employees.

4. Set up rules for creating Inquiries.

Create a Inquiry even if a client has an open order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.

Create an inquiry even if the client has an open inquiry of a different type. Enable this checkbox if you want an automatic inquiry to be created even if the client has an open inquiry of a different type.

The client is searched for by phone number.

Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the incoming call, one automatic Inquiry will be created.

1. Check the Create inquiries for missed incoming calls checkbox.

2. If necessary, you can select a specific type for such inquiries.

3. Select the inquiry manager.

You can assign one, several, or all employees.

4. Set up rules for creating Inquiries.

Create an inquiry even if a client has an open order. Enable this checkbox if you want an automatic Inquiry to be created, even if the client has an open work order. Otherwise, the Inquiry will not be created as long as the client has open work orders. The client is searched by phone number.

Create an inquiry even if the client has an open inquiry of a different type. Enable this checkbox if you want an automatic inquiry to be created even if the client has an open inquiry of a different type.

The client is searched for by phone number.

Please note that if you have both settings checked and the client has an open work order and an open Inquiry at the time of the missed call, one automatic Inquiry will be created.

Important: when you receive a call from an unknown customer who is not in the database, a new Inquiry is automatically created. If you don't link a new or existing customer to this phone number, the system creates a new Inquiry without information about previous conversations for each subsequent call.

To avoid this, first create or link a customer to an existing Inquiry. Then, the next calls will be automatically linked to an existing contact in the database, and the widget will show the entire history of interactions.

Inquiries that were created automatically from an incoming or missed call will be filled in as follows:

Please note that automatic Inquiries are created both from existing and unknown clients.