Engage Overview
Updated over a week ago

Engage is a fully-integrated phone system to manage your customers interactions, including phone calls, text messages, voicemails, emails, and more.

Why Utilize Engage?

  • Keep important customer conversations off your personal mobile phone

  • Track all customer communications in one place

    • Save all of your customer call history, voicemails, emails, and text messages inside the app

  • Provide managerial oversight

    • Managers can see conversations between customers and technicians and participate in the conversation when necessary

Key Features

  • Phone Calls

  • Text Messages

  • CRM Connection

  • Voicemail

  • Phone Tree

  • Available on iOS, Android, and FieldPulse web app

Enabling Engage

Contact us at support@fieldpulse.com or use the Chat feature in the bottom right hand corner of your screen to enable Engage. Once Engage has been enabled and your phone number(s) have been connected, you’re ready to begin exploring the application! Engage can be used through the FieldPulse web app or through the Engage by FieldPulse app, available on iOS and Android.


Engage Settings

To view or adjust your settings, click the gear icon.

Click on highlight

Do Not Disturb

Turning on Do Not Disturb will send your calls directly to voicemail without ringing on your device. For example, you may want to turn on Do Not Disturb during an important all-team meeting or on a holiday when your company is not doing business. This operates on an individual user basis: a user can turn on Do Not Disturb without affecting the status of any other users.

Click on Do Not Disturb

This section allows you to set a default voicemail for all Engage phone lines. (Specific voicemail greetings can be selected for each phone line under Settings > Phone Numbers if that better meets your business needs.) Here, you can record your voicemail greeting, or type your message to be read using text to speech. Simply select Text to Speech or Audio Recording based on your preference. Make sure to press Save after making changes.

Click on Voicemail Settings

Audio Samples

Audio Samples are custom audio messages that can be used for voicemail greetings. Record your audio sample here, then select it as your voicemail greeting under Phone Numbers > Select Phone Number > Custom Voicemail Greeting > Audio Recording.

Click on Audio Samples

Working Hours allows you to set the hours that your business is available to answer customer communications in Engage. You can manually adjust your Time Zone, as well as dictate where calls should be directed outside of your working hours. Some users enter a phone number under Redirect To, while others select Audio Recording and set a custom voicemail greeting for incoming calls outside of working hours. (Note: Working hours will apply to all Engage lines.)

Click on Working Hours

Notifications

Notifications allows you to toggle the incoming message tone on or off based on your preference.

Reporting allows you to pull reports on your Engage activity, including details such as:

  • Call Notes

  • Call Duration

  • Date/Time

  • Voicemail

  • Existing or New Customer

  • Lead Source

  • And More!

10DLC verification allows your business to send SMS messages to customers using your Engage phone lines. Your company details as well as 10DLC status is housed here.


Phone Line Settings

Once in the phone numbers section, click on a phone number to make adjustments. You can also purchase additional phone numbers by selecting + Purchase Number.

Here, you have the option to give your phone number a name, and assign users to the number. Assigned users can answer incoming and make outgoing calls on this line. They can also listen to voicemails, send/receive text messages, and receive notifications regarding this line.

You can also assign managers to each number. Managers can view all activity on this line, including voicemails. They can view and send text messages, but can not answer or make calls.

The phone number settings will also allow you to select a custom voicemail greeting, or maintain the default voicemail greeting which can be used across all numbers on your account.

Call Forwarding

Call forwarding can be enabled here as well by toggling Call Forwarding on and entering the phone number where calls should be forwarded. Notifications for this specific phone number can also be turned on and off.

Lastly, you can create and edit a phone tree for each phone number in your Engage account. Your phone tree can be used to direct customer calls to the appropriate person based on their needs. When you are finished making changes, make sure to press Save.

Record Call

Turning on Record Call will automatically record all inbound and outbound calls conducted through Engage. (Note: Please remember to inform your callers that their conversations may be recorded when they contact your business. It is your responsibility to ensure transparency regarding call recording.)


Engage Organization

Conversations

Conversations allow you to text customers and view past customer interactions across all communication methods. Select All to view all text conversations across all Engage phone numbers, Main to view the texts associated with your main phone number, or Selected to select which Engage phone numbers you would like to view text conversations from. Utilize the search feature in the web app to search by name, phone number, or key word and find related conversations easily.

Click on any customer conversation to view the details. Once you are viewing a specific customer, you can filter by communication history type or by team member.

You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Calls

Calls allow you to call customers and view past customer phone calls. Select All to view all calls across all Engage phone numbers, Main to view the calls associated with your main phone number, or Selected to select which Engage phone numbers you would like to view calls from. Utilize the search feature to search by name or phone number and find related call history easily.

Click on any customer call to view the details. Once you are viewing a specific call log, you can listen to the call or voicemail recording, view the phone numbers used, and add or view any call notes. Like in Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Voicemails

Voicemails allow you to view customer voicemails. Select All to view all voicemails across all Engage phone numbers, Main to view the voicemails associated with your main phone number, or Selected to select which Engage phone numbers you would like to view voicemails from. Utilize the search feature to search by name or phone number and find related voicemails easily.

Click on any customer voicemail to view the details. Once you are viewing a specific voicemail, you can listen to the voicemail recording, view the phone numbers used, and add or view any call notes. Like in Calls and Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Customers

Customers allows you to view your customers in an organized way. Select Recent to view your most recent customers, All to view all your customers in FieldPulse, or Assigned to Me to view only customers that are assigned to you in FieldPulse. Utilize the search feature to search by name or phone number and find customers easily.

Click on any customer name to view their details. Once you are viewing a specific customer, you can filter by communication history type or by team member.

You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).


Have additional questions?

Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.

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