How do I enable screen pop in my CRM?
To enable screen pop, configure your Amazon Connect contact flow to invoke an AWS Lambda function that queries your CRM using the caller's phone number. SoftyCRM, for instance, supports this by returning lead or case data, which is then displayed to the agent in real time. softycrm.com
What happens if a caller isn't already in the CRM?
If the caller's number isn't found, the CRM can automatically create a new lead or contact record. SoftyCRM handles this by generating a new lead and opening a case, ensuring agents have immediate context. softycrm.com
Can I create a new lead automatically from an inbound call?
Yes. By setting up your Lambda function to send the caller's number to the CRM, systems like SoftyCRM can auto-create a lead and initiate a case, streamlining the agent's workflow. softycrm.com
How are calls matched to existing records?
Calls are matched using identifiers like the caller's phone number. The Lambda function queries the CRM, and if a match is found, it retrieves the associated lead or contact information for the agent.
How secure is the customer data passed between Amazon Connect and the CRM?
Data security depends on the implementation. Ensure that communication between Amazon Connect, Lambda, and your CRM uses HTTPS with proper authentication. SoftyCRM's API supports secure connections to protect customer data.
Can I log call notes and assign follow-up tasks automatically?
Yes. After a call, agents can input notes, and the CRM can be configured to automatically create follow-up tasks. SoftyCRM facilitates this by linking notes and tasks directly to the relevant lead or case.Amazon Web Services, Inc.
Is there a way to test the integration without a live call?
Yes. SoftyCRM offers a test-drive mode that simulates inbound calls, allowing you to verify screen pops and case creation without initiating actual calls.Capterra+7docs.aws.amazon.com+7Amazon Web Services, Inc.+7
How can I customize what shows up in the agent view?
Customization depends on your CRM's capabilities. In SoftyCRM, you can configure the agent dashboard to display specific fields, notes, and case histories relevant to your workflow.
Can I trigger workflows when a call comes in?
Yes. By integrating Lambda functions with your CRM, you can initiate workflows such as sending notifications, updating records, or assigning tasks upon receiving a call.
What if the CRM is down when a call happens?
If the CRM is unavailable, the Lambda function should handle the error gracefully, possibly by queuing the data for later processing. Implementing retry mechanisms and logging can help ensure data isn't lost.
Need More Help?
For detailed setup instructions and support, refer to your CRM's documentation or contact their support team.