Essentials: Outbound & Flows FAQ
Before you contact Support
To read this guide in Danish, click here.
At Enreach, we provide support for Outbound by Enreach and Flows by Enreach. If you are on a support contract for the API, you can also receive support for the integrations that are directly related to our API (we can't, for example, provide support for external applications that integrate to Enreach products via the API).
If only one or very few users have problems, it is unlikely that the cause of the problem lies with Enreach. In order to save time, please do the following before you contact Enreach for support:
- Press ctrl + F5 when you are on the Enreach web page.
- Restart your browser and log on to the Enreach system again.
- Check your internet connection be visiting other web pages and making sure that they respond normally.
- Reboot the computer or switch to a different computer before you contact Support.
Contacting Support
When you contact Support via phone or e-mail, you can reduce the time the case takes significantly be preparing some things:
- Collect some examples of the problem you are experiencing. An example could be the phone number to the Lead, a recording of a conversation, or a file with Leads that can't upload. Have the examples ready before you place the call, or attach them to the e-mail.
- Find out if the problem affects all Users in your Organisation, some Users, or just one. If several Users are affected, consider what they have in common (network segment, geographic location etc).
- Consider what actions, or the Steps to Reproduce you did when the problem occurred. This is helpful as we always try to repeat the steps you took when the error occurred.
Contact Enreach by email at ec.support@enreach.com, or message directly through our webpage, where you can also view the phone numbers for our offices in Denmark, Finland, Belgium, Spain, or Sweden.
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Connection Issues
Q: I am having connection problems when I try to call a Lead. What can I do?
A: Before you contact Support with examples (screenshots, recordings, the console etc) there are a few things you can do to improve the connection:
- First, log out of Outbound by Enreach. If this has not corrected the problem when you next log in, try the other suggestions.
- Restart your computer. This will shut down all processes that may be running in the background of the computer causing connection problems.
- Check that the Built-in Soft phone is working by clicking this link and testing the WebRTC connection.
- Try a mobile hot spot (tethering) if possible to bypass the local network.
- Make sure there are no other programs running at the same time (to test) on the computer.
- Test the connection by disabling the local antivirus and firewall, as this can cause some processes to be blocked or delayed.
- Ensure your computer is connected by cable and not wifi. A wifi connection can cause problems when calling Leads.
- If possible, uninstall any browsers on your computer that you don't use. Multiple browsers can fight for rights and configuration, and cause problems with the connection. We recommend that you use either Chrome or Firefox for calling Leads.
- Ensure that no users on the network are streaming music or video, as this creates a strain.
If none of these solutions work, then contact Support with all of the information you can.
Q: I can't hear a Lead, or they can't hear me - what do I do?
A: If you have already followed the steps listed in Before you Contact Support, then please contact Support with the following information:
- The user experiencing the problem.
- The phone number of the Lead.
- The operating system and browser you are using.
- A sound recording of the file if possible.
- A screenshot of your browsers console.
Campaigns
Q: How do I delete Lead Data?
A: If you want to make sure that Lead data is deleted from Campaigns you need to do two things: In Campaign Settings under Dialer Settings - Leads Expiration, set the number of days after the upload date that the Lead will expire. An expired Lead will be given the Closed status ‘Expired’, which automatically subjects it to the Lead deletion rules that are set up in the Projects settings. In Project Settings under Define automatic Lead data deletion rules, set the number of days that Lead data will be saved for before being permanently deleted. These rules will apply to all Campaigns within this Project.
Q: Why don't I have any Leads to dial?
A: If you are getting ready to call Leads from a Campaign but find that there are none (but you know your Organisation has active and full Campaigns), then the most likely scenario is that you don't have access to the Leads. To ensure you have to correct access to Leads, read this article.
Q: How do I start an Order Confirmation from the Contact Page?
A: Order Confirmations created in Flows by Enreach can be added to Campaigns by adding an Order Confirmation button to the Campaign Template. Learn how to do that here.
Q: I changed the caller ID in my campaign, but the Agents are still showing the old number?
A: When you make such changes, your Agents need to log out of the system and log in again for the change to take effect.
Q: I want to upload more numbers to my Campaign but it won't allow me.
A: To upload numbers, you must have MFA (Multi-factor authentication) enabled in your user. This can be done in Manage Organisation.
Q: Why can I access a call recording for a Lead?
A: If you expected to be able to listen to a call recording but it isn't there, then it most likely has been deleted according the rules configured in either the Call Recording section of the Campaign Editor, or general settings of the Manage Organisation feature.
Q: My Email or SMS hasn't been sent.
A: Check the Lead Log to see if the message has been sent, as in some rare cases it will not be displayed immediately. If the Lead Log does not register a sent message, please try again, and contact Support if it does not work.
Q: I want to use the Predictive Dialer on my Campaign. How many Leads do I need for it to work optimally?
A: There are several factors to ensure the Predictive Dialer works right for your Campaign. Ideally, you should have at least 8 Agents using the Predictive Dialer. As for Leads, you will need a lot! Bad Leads that go to voicemail or who aren't interested will result in your Agents moving through the list quickly, while good Leads will take longer for the Agents to process. Ultimately, we recommend a high number of Leads to be able to use the Predictive Dialer to its full potential.
Q: A Campaign Template has been changed and I don't know why.
A: In Administration, there is a setting called Lead Admin Access Log. Here you can view all changes made to Leads and who made them.
Q: Can I update Leads that have already been closed by an Agent?
A: No. You can only use the Update Leads feature to update Leads that are open, and update a maximum of 5000 open Leads at one time.
Dialing
Q: Can we use the built-in soft phone?
A: As long as your browser is compatible with Enreach, and can function with WebRTC, then you should be able to use the built-in soft phone. For best results, we recommend using Google Chrome or Firefox, and using a cable internet connection instead of wifi.
Q: What happens in the case of a busy call?
A: If the first attempt to call a Lead is met with a busy tone, then Outbound will schedule an Automatic Redial for 15 minutes into the future. If the second attempt is also met with a busy tone, then the redial will be scheduled according the the Redial and Voicemail Settings, configured in Campaign Settings.
Q: How does Outbound handle dropped called when using the Predictive Dialer?
A: A dropped call occurs when there are more Leads answering calls than there are Agents to take the call, when using the Predictive Dialer in a Campaign. If this happens, the Lead will hear silence before the line disconnects. The Predictive Dialer will then adjust and lower the number of calls made to reduce the possibility of more dropped calls. The dropped call will be assigned the highest possible priority, and an Agent will be temporarily removed from the Predictive Dialer queue to call the Lead back from the same outgoing number. A warning will appear on the Agent's screen that the Lead they are connecting to has just received a dropped call, allowing the Agent to explain and apologise.
Q: What browser do you recommend we use for Outbound by Enreach?
A: Outbound by Enreach runs best, in our experience, in Google Chrome or Mozilla Firefox, but can be used in other browsers.
You can find browsers compatible with WebRTC here.
Since we haven't tested Outbound by Enreach on Linux or ChromeOS, we recommend that you test on a single machine before you make big changes, but you should not have any challenges as long as your browser is compatible.
Q: I get a message saying "sorry, releasing lead failed. this happens due to slow or unstable connection the enreach database. please make one more attempt release lead. in case failure again, write down your changes and ask an administrator unlock 60 minutes." What should I do?
A: This message indicates that there has been a disturbance in the connection between the Agent's computer and the Outbound by Enreach server park. If the Lead cannot be released on the second or third attempt, you need to take a note of what changes you have made to the Lead. The Lead is now completely locked for 60 minutes. When 60 minutes have passed, the Lead can be unlocked by an Administrator by using Lead Admin to filter out the locked Lead.
Q: A Lead that has already been closed by an Agent has accidentally been called again - why?
A: This could be an error in uploading the Lead twice: check your duplicate rules, and if the Lead is in the system twice, you can remove the Lead using the Remove Leads function.
Q: Calls to Leads are being saved as Unresolved, what has happened?
A: Whenever an Agents calls a Lead in the Contact Page, each Lead must be saved to record the status of the call.
In the dialer there is a button called Save & Next. This should be clicked after each call. Save & Next will save the outcome of the call, and release the Lead to Admin or other Agents. If Save & Next is not clicked after a call, the the call will be recorded as unresolved. Unresolved Leads are abandoned after seven days.
File Upload
Q: I am trying to upload a CSV file, but some of the characters have not uploaded correctly.
A: When saving your CSV file, make sure to save it as a CSV UTF-8 file. This will allow for alternative characters to be uploaded, such as æøå.
Q: When uploading my CSV file, not all of the columns have been registered.
A: Leads in a CSV file must match those in the Campaign Template of the Campaign you are uploading to. A mismatch between the file columns and the Campaign Template can result in Leads not being uploaded.
Other FAQs
Q: I can't see data that my colleagues have access to - why?
A: This is most likely a permissions and Feature Role issue. Ensuring your Agents have extended data rights will allow your colleagues to view other user's call and search information. You can read more about this here.
Q: How is Wrap-up Time calculated?
A: Wrap-up Time is the amount of time it takes between an Agent finishing a call with a Lead and entering a Lead status.
However, if an Agent is calling to more than one number associated with a Lead, then the Wrap-up Time will include those idle seconds or minutes between calling each number.
Q: I can't view Report statistics for Incoming calls - why not?
A: If your Outbound by Enreach user is placed in a Team that sits below the Organisation Team in the hierarchy, you don't be able to view the Report statistics for Incoming calls.
This is because Incoming calls do not belong to an individual user, but the Organisation. Therefore, only users in the top level Team of the Organisation will be able to view Incoming call statistics.
Q: An Agent doesn't have access to a feature - why not?
A: Permissions are granted in Feature access. Here you can check that the right members of your Organisation have the correct Permissions granted. Remember that Feature access is only updated once the user has logged out and then in again.
Q: Enreach has been updated but I don't see the new features yet.
A: This could be an issue with your browsers cache. Try clearing the cache and the cookies first. If this doesn't work, contact Support.
Q: How do I change my password?
A: Passwords can be changed here, in Manage Organisation. After changing the password, you must log out and log back in to the system for the change to take effect.
Q: I am an API user and I need more information - where do I look?
A: We have our own dedicated API documentation right here.
Q: I want to delete data to make sure I'm GDPR compliant. How do I do this?
A: Enreach is fully GDPR compliant. To achieve this, Outbound by Enreach has developed a Lead Privacy feature, where you can set all the boundaries for how long you store personal information and data. Learn more about Lead Privacy here.
Q I have an idea to improve Outbound by Enreach, what can I do?
A: Head over to the IdeaHub, which you can find in the top bar of Outbound by Enreach. Here you can submit your ideas, vote on ideas from other users, and view the roadmap for future developments.
Q: Can I export the email templates I have created in Outbound by Enreach?
A: Currently the only way to do this is to export the email templates as HTML. To do this, access the email template you want to export and click the code icon ( </> ) in the inline text editor. The HTML will open in a pop-up window, and you can export it from there.
Flows by Enreach FAQs
Q: When using saved rows in the Flows by Enreach Email Editor, the dimensions aren't the same as the rest of the email.
A: As the new updated Email Editor supports emails with much wider dimensions, this means that any saved rows from the old Email editor unfortunately won't be the correct width. Row dimensions cannot be changed, so we recommend recreating the row so all your emails will be perfect.
Q: Is it possible for Leads to upload files into Flows by Enreach?
A: When a Lead signs up or requests a call, you may want them to submit more information, such as a CV in file format. While it isn't possible for Flows by Enreach to isolate information in the file and save it in relevant Lead data fields, we suggest creating a form that your Leads can fill in. This way, the data they submit will automatically be added to their Lead profile.
Q: I have created a Segment in Flows by Enreach that isn't including Leads when they should be. What is happening?
A: When creating the Segment, pay attention to the Automation settings. If you have selected Only include new members in recurring runs, a Lead will only have the opportunity to be including in that Automation once. However, select Update segment with each run to allow the Automation to always search for suitable Leads each time. This way when the Automation is run multiple times, it will continue to include the Lead.
Q: An email I have sent has not registered as being opened, but is registered as having clicks. What has happened?
A: While this is a rare occurrence, it could be because the email recipient has a 'link validator' or 'link checker' active. Some corporate accounts use these as a proactive measure against malicious accounts.