Intulse (VoIP Provider)

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

Intulse is a provider of VoIP business phone solutions. To learn more, visit Intulse's site. This integration allows you to quickly identify inbound calls, save call log details, and text message history to matching records in AMS+.

Note: This article explains how to set up and use the integration within AMS+. For more details and documentation on Intulse, see Intulse's help article.

In this article

• Setting up the integration
  • Changing default Activity Status
• Using the screen pop
• Saving call details in AMS+
• Saving texting history in AMS+
• Legacy components

Setting up the integration

To set up this integration, you need:

• An API SID and API key from AMS+
• An account with Intulse

You can submit a request for your API SID and API key to help@agencybloc.com or call 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.

With your API SID and API key on hand, go into your Intulse account to finish setup.

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" 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 and enable this setting. They will also need their AMS+ User ID.

If you're an administrator in AMS+, you may need to help them get their AMS+ User ID. Here's how:

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.

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 caller information, such as start time, duration, and direction (inbound/outbound). 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.

If enabled, once per day, the Intulse integration will create a new Activity with the texting history of that day. 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.

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

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

Call log details can also be saved to Sales Records in AMS+ as Activities, both manually and via auto-logging.

Sales Records — texting history

Texting history can also be saved to Sales Records in AMS+ as Activities when the daily text log setting is enabled in Intulse.