NOTE: Only Managers will be able to see this tab on their Kixie.com Dashboard. On your Dashboard, you may have been wondering what you would use Manage > Account Settings for! I'll explain here further what you can find and change on your account using this tab.
Settings
When you first click into Manage > Account, your account's Main Settings will show here. Every account on Kixie will automatically have an MP3 file called "The Jazz Piano" uploaded for your hold music. You are free to change this at any time on this page. You can also edit your Business Name & Change your Timezone.
Call Options
Here is where you can edit how you want to record calls (if at all), if you want to automatically Create a Contact in your CRM if an unknown caller dials in or you dial out to an unknown caller, set your "Connection Duration", if you want to show the call outcome tab after every call, if you want to require call outcomes after every call, and to set the "Timeout Duration" when using AI Human Detect on the PowerDialer.
Record Calls
- This setting allows calls to be recorded and viewable for playback in the Kixie Dashboard. You can specify whether you would like to send your call recordings in your call logs to the CRM under "Send Recordings to CRM". You can also select the setting you would like to use for your "Outbound Recording". The different options include: All, None, or Two-Party. Click here to learn more about Two-Party Consent. Lastly, under "Allow Pause Recording", you can decide whether or not you would like to allow your agents to pause and unpause their call recordings in PowerCall. Record calls, Send Recordings to CRM, and Pause Call Recording will all be turned ON by default. The default setting for Outbound Recording is "All".
Create Contacts
- By toggling on "Create Contacts", Kixie will create new contacts for phone calls to and from phone numbers that are not already present in your CRM. "Create Contacts" is turned ON by default.
Connection Duration
- The "Connection Duration" refers to the length of time in seconds that an agent needs to be on a call in order for it to be considered a meaningful connection. This setting is used to determine connected calls in Kixie Reporting. The standard Kixie "Connection" is 3 minutes, or 180 seconds.
Show Outcome for All Agents
- When this is toggled on, the Call Outcome tab will automatically be displayed when a call is completed in the PowerCall dialer. "Show Outcome for All Agents" is turned ON by default.
Require Outcome for All Agents
- When this is toggled on, agents must submit a Call Outcome after each call before placing the next one. Agents are automatically set to DND status until a Call Outcome is logged. NOTE: This does not apply to PowerList calls since requiring outcomes can be configured directly within the PowerList settings. "Require Outcome for All Agents" is turned OFF by default.
PowerDialer AI Human Detect
- The "Timeout Duration" refers to the amount of time to spend detecting a machine on outbound PowerDialer calls. Choosing a longer duration increases the accuracy of the AI Human Detect capability. A shorter duration reduces the time a human waits before being connected to an agent. We have found that accuracy increases significantly with a minimal delay for answered calls when the "Timeout Duration" is set to 3 seconds.
Manager Options
In this tab, you will be able to configure other settings that will only affect other Managers on the account.
Restrict Reporting to Only Managers
- This setting will determine whether any non-manager/non-admin level users will have access to the "Reporting" section of the Kixie Dashboard. "Restrict Reporting to Only Managers" is turned OFF by default.
Restrict Add Numbers to Only Managers
- This setting will determine whether agents can purchase and configure phone numbers from the "Numbers" section of the Kixie Dashboard. "Restrict Add Numbers to Only Managers" is turned OFF by default.
Allow Agents to Create Powerlists
- This setting will determine whether agents can create Personal PowerLists and upload their own list of leads to dial outside of Organizational PowerLists. If toggled on, agents would be able to access them under the "My Profile" tab. Mangers can view them under Manage Agents. "Allow Agents to Create Powerlists" is turned ON by default.
Allow Webhooks on Account
- Enable or disable the use of Webhooks to allow custom integrations, automations, and workflows. "Allow Webhooks on Account" is turned ON by default.
Integrations
The third tab is Integrations. Here is where you can see your Business ID and your API key, which you may need for some workflows and automations.
Connected CRMs
In this tab, the CRM integration will be displayed once a SuperAdmin or Admin in the CRM integrates with Kixie. You will have access to data such as "Connected Admin", "Account ID", "Connected Date", "Sync Status", "CRM Name", etc. NOTE: If you do not see your CRM here, please have your CRM SuperAdmin or Admin remove and reconnect the CRM integration from their dialer.
Business Hours
The next option is for Business Hours. Note that this is where you can set your "Open" hours, so you will want to designate this as the time that you want agents to receive calls. You can also set Business Hours individually for agents, ring groups, IVRs, and queues, but this overall "Business Hours" will override all other individual Business Hours. You'll want this to encompass all other open hours as to not run into any issues. Business Hours will be set to Monday to Sunday 12:00 AM to 11:59 PM by default.
Harassment Rules
The fifth option is for Harassment Rules.
🔒 Harassment Rules – Detailed Behavior
Harassment Rules allow you to define how many times a number can be contacted within a given time period before further automated calls/sms are temporarily blocked.
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Call Thresholds: After a specified number of outbound dial events are made to a number within a defined time period, any additional auto-call API events to that number will be throttled for the remainder of the period.
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SMS Thresholds: After a specified number of outbound SMS messages are sent to a number within a defined time period, any additional auto-SMS API events to that number will also be throttled for the rest of the period.
Note:
Auto-calls do not include PowerDialer calls, so PowerDialer can continue to dial the number even after the call threshold is reached.
Call and SMS thresholds are independent: reaching one does not affect the other.
The default settings for Harassment Rules are 3 calls per day and 2 SMS messages per day.
Custom CRM
And finally, the sixth option is Custom CRM. If you have a CRM that does not inherently integrate with Kixie, you are free to add your Webhooks here. Most importantly you will need a "Search Endpoint" Webhook for where you need the data to log to. You can add the rest at your own discretion. Custom CRM will be turned OFF by default. For more information, please visit https://kixie.com/developer for more information.