Templates, Channels and Call Routing
Message templates, channel settings and where incoming calls ring.
Templates
Settings > Templates: Email, WhatsApp, SMS, Call Script, Automated Emails and Email Sequences. Starter templates are included and editable.
Automated Emails are the welcome, follow-up, re-engagement and webform emails. Each has a Require Approval switch.
Channel Settings (Admins)
Settings > Channel Settings shows each channel's status (Email, Calls, WhatsApp, SMS, Website chat, DNC registry) with an Edit configuration link.
Call Settings
Settings > Call Settings:
- Everyone: Available for Calls and where calls ring you.
- Admins: how long to keep recordings (older ones are deleted nightly) and the speech-to-text language.
Call Routing
Settings > Call Routing decides where the AI sends callers:
- Ring the Record Owner First for known callers.
- Departments: who rings, in which order.
- Call Flow: business hours and what happens when nobody answers.
- Simulate a Call tests it without making a real call.
DNC Registry (Admins)
Settings > DNC Registry lists everyone who must not be contacted, on which channels and why. Add people manually; STOP replies and unsubscribes are added automatically. The Blocked sends log shows every message a safety check stopped.