Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.
This article explains how to set up the Intulse integration in AMS+ and how to use it to identify inbound calls, save call log details, and save text message history to matching records in AMS+.
Intulse is a provider of VoIP business phone solutions. To learn more, visit Intulse's site.
Note: This article covers the AMS+ side of the integration. For more details and documentation on Intulse, see Intulse's help article.
Requirements
For AMS+
API SID and API key
- You must be the Account Owner to submit a request for your agency's API SID and API key.
For Intulse
Account
- You must have an account with Intulse.
- To enter the API SID and API key and choose the call and text logging settings, you must be a system administrator in the Intulse app.
In this article
- Data flow
- Limitations
- Setting up the integration
- Using the screen pop
- Saving call details in AMS+
- Saving texting history in AMS+
- Troubleshooting
- Legacy components
Data flow
Data moves between Intulse and AMS+ in two ways, each triggered by a call, a log action, or a daily schedule.
- Intulse to AMS+: Call log details, and texting history if you enable the daily setting, are saved to Group and Individual Records in AMS+ as Activities. Contacts or phone numbers you add from the Intulse app are also saved to AMS+. See call logging and texting history.
- AMS+ to Intulse: When you receive a call, Intulse matches the caller's phone number to Group and Individual Records in AMS+ and shows the record's name in the screen pop. See the screen pop.
Limitations
- Texting history is saved once per night, and each conversation from that day is logged as one complete conversation. The integration does not combine texting history from multiple days into a single Activity.
- The screen pop shows a record's name only when the caller's phone number matches a phone number on a Group or Individual Record in AMS+.
Setting up the integration
Getting your API SID and API key (Account Owner)
The Account Owner can submit a request for your agency's API SID and API key to help@agencybloc.com or by calling 866-338-7075. Even if you already have this information from a previous integration, we highly recommend using a unique set of credentials for each integration you are leveraging.
Note: API keys grant full access to your AMS+ account, so protect them the same way you protect your AMS+ account password.
Connecting Intulse
With your API SID and API key on hand, go into your Intulse account to finish setup.
Only system administrators in the Intulse app can enter the API SID and API key and choose the call and text logging settings. Those settings apply to everyone in your organization who uses the integration, and administrators can exclude specific users from automatic call logging.
Changing default Activity Status
By default, Activities created by this integration will have a "Completed" status. You can change the default status to "In Progress", "Waiting", or "Not Started" in your Intulse account settings.
Every user in your Intulse account will have this setting. If you want to assign Activities to a user, that user will need to go into their Intulse account, choose a status other than "Completed", and enter their AMS+ User ID. See Finding an AMS+ User ID.
Note: Activities with the "Completed" status are not assigned to a user. If the User ID does not match an active user in your AMS+ account, the Activity is still created but is not assigned.
Finding an AMS+ User ID (Administrator)
If you're an administrator in AMS+, you may need to help Intulse users get their AMS+ User ID.
- Go to Settings.
- Go to Servicing > Users.
- Select the AMS+ user you want the Intulse integration to assign Activities to.
- In the user details, look at the URL in your browser's address bar and copy the number at the end. This is the User ID.
- In the Intulse app, enter the User ID in the User ID field.
Using the screen pop
When you receive a call through Intulse, a screen pop will appear with the caller ID. If the caller's phone number matches a Group or Individual Record in AMS+, the screen pop will show the record's name, which you can click to instantly access its details.
If more than one record has the same phone number, use the drop-down arrow beside the name in Intulse to choose the correct record. If no record matches, you can create a contact or add the number to an existing record from the Intulse app.
To fully utilize the screen pop:
- Keep both AMS+ and Intulse up and running in multiple tabs or windows.
- Make sure your Group and Individual Records in AMS+ have phone numbers.
See Intulse's help article for additional details and documentation.
Saving call details in AMS+
In Intulse, you can log calls (inbound/outbound) and save the call log details to Group and Individual Records in AMS+ as Activities.
Depending on how you choose to manage the integration, you can log calls manually or automatically.
If you manually log a call, you can:
- Customize the call subject and add a description.
- Choose which record in AMS+ you want to save the call log details to as an Activity. If you chose to record the call, the log details will include an attachment/link to the recording.
With auto-logging, the integration will automatically create an Activity on the matching Group or Individual Record in AMS+ with basic call information, such as the phone number, start time, duration, and the Intulse user and extension that took the call. If you chose to record calls, it will also include a link to the recording.
See Intulse's help article for additional details and documentation.
Saving texting history in AMS+
The Intulse app has a texting feature that allows you to send and receive texts. You can save a history of those texts to AMS+ if you enable the "Every night, log all text message history for the day as activities in AgencyBloc" setting in the Intulse app.
Text message logging is turned off by default, and only system administrators in the Intulse app can turn it on. If enabled, each night the Intulse integration creates an Activity with the conversation from that day, showing every message sent and received. The integration will not aggregate the texting history from multiple days into a single Activity.
The content of the text messages will be stored in the Notes field of Activities.
See Intulse's help article for additional details and documentation.
Troubleshooting
Intulse can't connect to AMS+ after your account was deactivated and reactivated.
Deactivating an AMS+ account disables all of its integration credentials. They stay disabled after the account is reactivated, and new credentials created afterward are also disabled.
Contact the Support Team at help@agencybloc.com or call 866-338-7075 and ask them to enable your Intulse API credentials.
Legacy components
The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.
Legacy components in this section:
- Sales Records — screen pop — accounts using Sales Records
- Sales Records — call logging — accounts using Sales Records
- Sales Records — texting history — accounts using Sales Records
Sales Records — screen pop
For accounts using Sales Records, if the caller's phone number matches a Sales Record in AMS+, the screen pop will also show that record's name.
Sales Records — call logging
For accounts using Sales Records, call log details can also be saved to Sales Records in AMS+ as Activities, both manually and via auto-logging.
Sales Records — texting history
For accounts using Sales Records, texting history can also be saved to Sales Records in AMS+ as Activities when the daily text log setting is enabled in Intulse.