What it is
Each dealership number can be for one team member: "This number is for: Ali". A number nobody is named on is your dealership's main line. Aria answers every number as before. When a caller asks for a person by name ("transfer me to Ali") or asks for their salesperson, Aria puts the call through to that team member's own phone.
- On a number that is for someone, "my salesperson" means that person.
- On the main line, "my salesperson" means the team member the caller's conversation is assigned to.
- Only active team members can be asked for. When several people share a name, Aria asks which one ("Ali K. or Ali R.?").
The caller never hears or sees the team member's own phone number. The team member sees the customer's number as the caller ID.
How to use it
- Open Settings → Connections → SMS & calls.
- On a number's card, choose a person in This number is for. Choose Main line (everyone) to make it the main line again.
- Select History to see who the number was for, who changed it and when.
- Each team member sets the phone QualiFlow rings for them when they first call a customer from QualiFlow (or verifies a mobile in Settings → Your profile).
Salespeople see Your number in Settings → Your profile. Only Owners and Managers who can manage connections change who a number is for.
What the data means
| What you see | What it means |
|---|---|
| This number is for: Ali | Aria answers it; "my salesperson" on this number means Ali |
| Main line (everyone) | The number is not anyone's own |
| (no longer on the team) | The person left; choose someone else |
| Team note Aria transferred the call to Ali | The caller asked for Ali and Aria put the call through |
| Team note Ali didn't answer | The call wasn't answered; the caller was offered voicemail and Ali has a task |
Possible issues and fixes
Aria didn't put the caller through
Symptom: The caller asked for a team member, but Aria took a message instead.
Why: The person has no phone set for calls, or the store was closed. Aria never rings anyone while the store is closed.
Fix: Ask the team member to set their phone for calls. Their callback task is in My Work.
How to check: The conversation has a team note saying why the call wasn't transferred.
The transferred call wasn't answered
Symptom: A Call back task for the team member is in My Work.
Why: Nobody answered within about 20 seconds, so the caller was offered voicemail.
Fix: Call the customer back and complete the task.
How to check: The conversation shows the team notes for the transfer and its result.
