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Quick Link Filters

The quick links filters allows you to set up some custom filters and replace the default filter of Calls and Texts When in desk mode you have access to default filters “Voice & Text” but now you have options to change the filter links By using the Teams setting you can manage the quick link

Enabling Operator Mode in Queues

Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

Agent Reminder Setup

Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

Linking to Google Ads Direct Connect

This integration is available for users on Marketing and Contact Center plans, as well as the legacy Agency, Advanced, and Enterprise plans. Navigate to Settings → Integrations → Google Ads Direct Connect. Link your accounts and select your Google Ads Manager Account. CTM will automatically link your CallTrackingMetrics sub-accounts to Google Ads accounts based on

Google Ads Direct Connect Troubleshooting Tools

Click-To-Call & Ad Extension Attribution To receive campaign attribution and send conversions, you must have Call Reporting enabled inside of Google Ads. For best results, enable it account wide in Google Ads by navigating to Settings → Call reporting → Turned on. This will allow Google Ads to place a forwarding number on top of CTM’s

How to Use Chat

In this article, we’ll explore the customer-facing Chat experience, as well as how to use chat internally as an Agent or Admin. Learn more about how to install chat here. How Chat Appears to Your Customers Once you’ve installed the Chat widget on your preferred page, users should see a chat box appear on the

Chat Overview and Set Up Instructions

In order to use chat, you will need to have a queue based plan. Plans that will support chat include our Contact Center and Marketing plans, as well as the legacy Advanced, Enterprise, Platinum, and Agency plans. A FormReactor will be filled out before initializing Chat. Chat Overview Chat widgets require queues so you can

Salesforce Trigger Concepts

The Components of a Trigger Triggers are a tool that let you easily automate if/then business processes through workflows. Every workflow consists of rules and at least one action. You can configure immediate actions, set a timed delay, or offset delay based on a custom date field. Trigger: Identify When the Process Should Run The



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