Onboarding Checklist

Confirm: All Agents Have Installed Kixie PowerCall Dialer and Connected to CRM

All agents have been sent a setup email titled Important - Your Kixie Account Setup Information containing the steps to install Kixie PowerCall and Connect to your CRM. In this step, you'll confirm that all agents have done so.

• • Navigate to Kixie.com -> Manage -> Agents  

  • Sort by the "PC Version" column
    • PC version means "PowerCall Version"
    • Any agents with no value in the "PC Version" column have not installed Kixie PowerCall
  • Sort by the "CRM" column
    • Any agents with no value in the "CRM" column have not Connected their CRM
  • Suggestion: remind these agents to check their email for Important - Your Kixie Account Setup Information and follow the steps to install Kixie PowerCall and Connect CRM

Confirm: All Agents Have a Direct Number Assigned

Direct Numbers are required for SMS and you get one free regular number per agent on the account ($5/month per additional number). In this step, you'll confirm that all agents have one.

• Navigate to Kixie.com -> Manage -> Numbers 
  • Identify Agents without Direct Numbers
• Add a direct number for the agent(s):
  • Navigate to Kixie.com -> Manage -> Agents
  • Click into the Agent, go to the "Numbers" tab, and add a number in your desired area code
  • Refresh the page
  • Click into the "Edit" tab
  • Set the new number as the agent's "Outbound Caller ID Number" and "Outbound SMS Number"

Setup Teams of Agents

In Kixie Reporting, the Live Call Board and the Kixie PowerCall Agent Directory, you can view by Team. This tends to be especially helpful for Reporting purposes.

• Navigate to Kixie.com -> Manage -> Teams
• Create Teams of Agents
  • Sales team, Support team, etc.

Setup IVRs, Ring Groups or Call Queues and Assign Them Numbers

• Navigate to Kixie.com -> Manage
  • Setup and configure any IVRs, Ring Groups or Call Queues you may need 
  • Determine appropriate business hours for your IVRs, Ring Groups or Call Queues. 
  • Setup inbound greetings like "This call will be recorded for quality assurance" on IVRs, Ring Groups or Call Queues.
• Navigate to Kixie.com -> Manage -> Numbers. Assign phone numbers to your IVRs, Ring Groups or Call Queues 
  • Ensure that all main numbers have a Default User assigned to them who is ideally an admin in your CRM,
    • this supports CRM data population in Kixie PowerCall, missed call logging in the CRM, as well as Contact Creation (when Contact Creation is ON).
  • If desired, name the associated numbers for better tracking inside Kixie.com -> Reporting -> Inbound Number Summary. 

Configure Account Settings

• Navigate to Kixie.com -> Manage-> Account
• Under "Options"
  • Enable/Disable "Create Contacts", where Kixie will create a contact in your CRM on phone calls where the customer number is not currently associated to a lead/contact in your CRM.
  • Set the appropriate duration (in seconds) for Connections.
    • An outbound call becomes "answered" when voicemails and main menus are reached, which is why minimum duration connections are so valuable to track inside Kixie.com -> Reporting.
  • Determine Outbound Call Recording Settings
    • Outbound calls to two-party consent states can be automatically not recorded by selecting "two-party"
  • Determine Agent Permissions
    • Regular agents can add agent PowerLists, view reporting, and add numbers by default
• If you'll be using Auto-Call or Auto-SMS, have our support team or your Onboarding Specialist enable your API token

CRM Integration Checklist and Optimization Steps

Click on the link for the CRM you are using with Kixie, and follow the setup checklist and optimization steps.

• HubSpot
• Salesforce (required steps)
• Pipedrive (required steps)
• Zoho (required steps)
• Zapier-based Custom Integration
• Custom CRM

10DLC SMS Registration

If you will be sending SMS to US numbers, from US numbers, 10DLC is an industry-standard requirement. Registration enables SMS and whitelists your numbers for optimal deliverability. 

• Log into Kixie.com -> 10DLC and register.

Billing Basics

Confirm your billing configuration and understand best practices for adding/replacing agents.

• Always look to Replace Existing Agents first if you can, before adding brand new agents, especially if you have signed an annual contract or you are on an annual billing cycle, since there are no pro-rated refunds for deleted users
• Kixie.com -> Billing -> Minutes/SMS Reserve:
  • Set the "Automatically Recharge for" Amount
  • Set the "When Your Balance Falls below" Amount
    • Every time your balance falls below the latter amount, we will recharge the former amount to replenish your Minutes/SMS Reserve.
      • Suggestions:
        • The higher you set the "When Your Balance Falls below", the more breathing room you have in the event your card ever fails when we attempt to recharge it for minutes/sms, before you hit $0 and get auto-deactivated.
        • The higher you set the "Automatically Recharge for" amount, the less frequently you will be charged, which will be cleaner for billing reconciliation purposes
• Kixie.com -> Billing -> Invoices: Confirm your preferred billing email address where we will send an email copy of every invoice. Viewable/downloadable invoice history is available here in the Invoices section.
• Review Kixie Billing Basics article for more information on refund policy, credit card failure policy, and more.

Ideal Computer/Network/Internet Conditions for Kixie PowerCall

• • See here

Onboarding and Support

• Schedule your onboarding call with your onboarding specialist.
• Please email support@kixie.com or chat us live via the Kixie Dashboard for ongoing support, after the onboarding phase is complete.