As a Kixie manager/admin, your role is to manage users, optimize call workflows, track performance, and ensure seamless operations. This guide is structured around what you actually need to do, making it easier to find answers without digging through definitions of every setting.
To get a sense of what your agents need to do ramp up on Kixie - like installing the dialer, connecting to the CRM, and customizing their call/sms settings, refer to the New Agent Setup Guide.
1. Setting Up and Managing Your Account
Your agents need phone numbers, access to reports, and the right permissions to do their job efficiently. Here’s how to manage them:
✅ Manage Agents – Replace/add agents, set phone numbers, monitor agent onboarding, adjust permissions and upgrade/downgrade products.
✅ Organize Teams – Group agents by department, function, or inbound callflow needs.
✅ Assign Phone Numbers – Assign and configure agent, ring group, call queue or IVR phone numbers.
✅ Set Up Conversation Intelligence – Track keywords, sentiment, and call outcomes.
✅ Register for 10DLC – If you plan to send SMS messages to US mobile subscribers, 10DLC registration is required industry-wide, so make sure that you register.
📌 Want an efficient video introduction to Kixie? Check out our full platform video walkthrough.
2. Optimizing Inbound Calls: Routing & Workflows
When a customer calls, where does the call go? The right setup ensures smooth handling and faster resolutions.
🔹 Build an IVR (Phone Tree) – Route calls based on keypad inputs.
🔹 Create Call Queues – Hold calls in a queue until an agent is available.
🔹 Set Up Ring Groups – Ring multiple agents at once or in a set order.
🔹 Set Business Hours & After-Hours Routing – Ensure calls are directed properly at all times.
3. Managing Outbound Calls: PowerDialing & Campaigns
Want to increase outbound efficiency? Automate and track call campaigns with the right tools.
⚡ PowerLists – Automatically cycle through preloaded lists of leads.
⚡ Cadences – Set up automated sequences of calls, texts, and emails.
⚡ ConnectionBoost – Use local area codes to improve answer rates.
📌 Looking to increase outbound call efficiency? See PowerDialer best practices.
4. Tracking Performance & Analyzing Data
Want to know how your team is performing? Use Kixie’s reports to monitor success.
📊 Call History & SMS Logs – Find detailed records of all agent activity.
📊 Workforce Management – See call volume, connection rates, and more.
📊 Inbound Call Metrics – Analyze answer rates, hold times, and missed calls.
📊 Call Outcome Tracking – Measure which calls lead to conversions.
📌 Need to generate a performance report? Learn how to use Kixie analytics.
5. Integrations & Automation
Streamline workflows by connecting Kixie to your CRM and other tools.
🔗 Connect a CRM – Sync call activity with your sales and support tools.
🔗 Use Webhooks – Trigger actions in other platforms when calls or texts happen.
🔗 Build a Zap – Trigger actions in other platforms when calls or texts happen.
📌 Need help setting up your CRM integration? View CRM connection guide.
6. Account Settings & Compliance
Customize Kixie to fit your business needs and stay compliant.
⚙️ General Settings – Adjust caller ID, hold music, timezone, and more.
⚙️ Harassment Rules – Limit call attempts to avoid spam complaints.
⚙️ Configure Call Recordings – Set rules for if and how your calls are recorded in Kixie.
⚙️ Data & Privacy Controls – Manage retention policies and access.
📌 Need to configure compliance settings in particular? Review best practices.
📌 Need help with configuring account settings? Review best practices.
This guide serves as a reference for Kixie admins to efficiently manage their accounts. If you need further assistance, check out our support resources or contact Kixie support.