Admin Settings and Configuration Guide

Note: This guide is for FrontSpin admins. If you are not an admin, please refer to our User Setup and Configuration Guide instead. 

*** PREFACE ***

In this setup guide, we will walk you step-by-step through the admin configuration settings in FrontSpin. To access these settings, click on your name at the top-right corner of FrontSpin and click on SETTINGS.

Next you will see a settings menu on the left-hand side of the screen…

Let’s start at the top with…

 

*** YOUR ORGANIZATION ***

TASK SETTINGS

  • The “Update Task Due Date with current Date upon Task completion” checkbox will override the default Salesforce behavior for newly completed tasks. By default, Salesforce tasks will show a completed date equal to the due date of the task (e.g. if the task was due last Friday, it will show up in Salesforce as if it had been completed last Friday, even though you just completed it today). With this checkbox enabled, the task's due date is updated to today's date and be at the top of the activity timeline in Salesforce. 

 

CALL SETTINGS

  • CONNECT DEFINITION
    • A CONNECT is based this off call duration and by default is set to 120 seconds. You can edit the duration if needed. There is a corresponding custom field on the Task object in Salesforce that you may edit as well. The idea behind tracking CONNECTS is that it allows you to see how many calls were conversations vs. calls that went to voicemail or not answered, etc. 
  • PREVENT MULTIPLE CALLS TO THE SAME CONTACT
    • With this setting enabled, if someone already called that same contact within the lsat X minutes, a prompt will appear on screen to ask f you're sure you want to call that contact again. 
  • CALL RESULTS DROPDOWN OPTIONS
    • Call Result is a text field for activities in Salesforce. Here in FrontSpin, however, we allow you to add multiple choices, turning it into a drop-down selection field in FrontSpin that you use as you are logging your phone calls. Simply choose a Call Result for each call (example: “Left Voicemail,” “Demo Scheduled,” etc.).

 

RECORDINGS SETTINGS

  • INBOUND/OUTBOUND RECORDINGS
    • If you want your calls recorded, enabled both checkboxes for outbound calls and inbound calls. Some states have two-party consent rules, so you may not want to record calls in those states automatically. That is where the two larger text boxes below come in. You can copy/paste the list of those two-party states from our article here, and they will not be recorded by default. 
    • Sales Reps will have the ability to record calls on the fly (within those two-party states) if given permission to do so. 
  • ACD QUEUES
    • Choose which ACD Queues to record by default. 

 

EMAIL SETTINGS

  • PLAYBOOK EMAIL SETTINGS
    • Every email provider (Gmail, Microsoft, etc.) has their own built-in anti-spam sending limits. Likewise, here in FrontSpin, you can configure your own limits for your users.
    • With FrontSpin, rather than bulk sending all emails at once, we instead send one email at a time with a small delay between each email. This functions as an outbound email queue. “Delay between each bulk email sent” allows you to set this time delay between each email.
    • “Maximum emails that can be sent by a user per day” allows you to set firm email limits for your users. If a user tries to send more than your limit allows, those additional emails will be sent out the following day from the outbound email queue.
    • “Maximum bulk emails that can be sent to a single contact per day” and “Maximum bulk emails that can be sent to a single contact per week” helps to prevent over-sending emails to the same contact.
    • “Exclude logging of emails…” allows you to exclude emails from certain web domains or email addresses from being logged to Salesforce.
    • “Only a contact’s owner can send emails to the contact” prevents users from emailing contacts they do not own in Salesforce.
    • “Number of times to auto-retry an automatic email delivery if it fails” sets up a retry schedule (every 24 hours) for any automatic emails that may be stuck in the outbound email queue.
  • SYNC SETTINGS
    • Only use "Disable sync for outbound emails from external email clients and inbound emails" if you have duplicate records across different record types in Salesforce. This is relevant to our outsourcer customers. When a reply email comes in, we match it based on the email address, so replies would be logged to all duplicates across all record types unless this box is checked to disable that. 

 

GENERAL SETTINGS

  • Here you would set the default Time Zone for your organization.

 

SCHEDULES

  • Schedules can be added to the Call steps in a Playbook. What a Schedule does is take into account a Contact’s local time in whatever Time Zone they are in, allowing you to reach more people without wasting dials calling them at lunch or after they have already gone home for the day.
  • Example: Let’s say you have a big list of 500 prospects from all across the US and Canada, spanning several Time Zones… by adding a Schedule to your Playbook’s Call steps, it would automatically filter prospects (in their local time) who currently do not fall into those hours you have listed in the Schedule.

 

LAYOUTS

  • You can create different page layouts, which you can use for different users, allowing you to customize the interface to your liking.

 

ONE OFF ACTIVITIES

  • By default a contact will only move in a Playbook if the actions were done from the Playbook (e.g. calling or emailing a Playbook step). With this setting enabled, any calls or emails sent directly from the contact's page (outside of the Playbook) will force them to move in the Playbook.
  • In the example below, if a call was made from the contact's page it would move that contact from a Playbook call step to the next step. Or if an email was sent from the contact's page, it would move that contact form a Playbook email step to the next step.

 

*** BILLING ***

Not applicable. Billing is doing outside the app.  

 

*** TAGS ***

LIST TAGS

  • You can edit or create new list tags here. 

 

*** PHONE NUMBERS ***

ASSIGNING NUMBERS

  • Here you will see a list of your user’s FrontSpin phone numbers, which they can both call out from and receive calls to.
  • If you hover your mouse over one of the users, you will then see a “reassign” option appear, allowing you to reassign a number to another user or even to an ACD queue.

 

*** USER SETTINGS ***

TEAMS

  • This is an optional step, but if you would like to segment your FrontSpin users into different groups, you may create the team names here.

 

USERS

  • Here you can see all of your FrontSpin users, and if you click on any of them, you will see an edit page (see the image below) where you can assign users to teams, set user’s time zones, change their Access level (see User Access Roles), allows specific features, assign their page layouts, and reset user’s passwords.

See Also: 

  

*** ACD QUEUES ***

  • An Automatic Call Distributor (ACD) is used to distribute incoming calls from a specified phone number (i.e. your website’s phone number) to the specific resources (sales reps, agents, etc.) on your team.
  • FrontSpin uses and internal phone number for the call routing. If you already have a public phone number you would like to still utilize, you can forward it to your FrontSpin-assigned ACD Queue number. In the PHONE NUMBERS > ASSIGNING NUMBERS section, you can reassign a FrontSpin number to an ACD Queue instead of a user, if needed.
  • The “Music on Hold” drop-down menu is populated by the audio files which you have upload to the AUDIO FILES section.
  • The “Strategy” can be Round Robin (each Sales Rep gets an inbound call in turn) or Most Idle (the most available Sales Rep gets the next call).
  • You may set additional options such as the Call Wrap-Time, Max Number of Calls per rep, Max Hold Time, etc. Finally, choose which reps you would like to add to the ACQ Queue.

 

*** NOTIFICATIONS ***

EMAIL & TASKS NOTIFICATIONS

  • Note: This section is user-specific, so any settings configured here will only be for the admin user. Other users will configure their own settings independently. See our User Settings and Configuration Guide.
  • EMAIL NOTIFICATIONS
    • If you have Track Opens and Track Clicks enabled under SETTINGS => EMAIL SETTINGS => BCC AND CLIENT, you will want to enable these email notifications settings to get real-time notifications. 
    • "Notifications Tab" will display the notifications under the ( ! ) icon at the top of your FrontSpin page, to the right of the PHONE button. 
    • "Pop Up" will display notifications on the bottom-right of your screen. They pop up for a short time and then disappear. 
    • "Desktop" will display notifications at the top-right of your screen even if FrontSpin is not visible on screen (e.g. it's open, but may be behind other open applications). 
  • TASK NOTIFICATIONS
    • When setting follow-up tasks (e.g. I will call this prospect next Friday at 2pm), you will want to get notifications when those tasks come due. 
    • You can set individual rules for each task type (Call, Callback, Email, etc.) or simply set one rule for everything, such as "All Others: 10 minutes" (with this one simple rule set, any type of task you have will pop up and remind you 10 minutes before it's due). 
  • INBOUND CALL NOTIFICATIONS 
    • When a call comes into FrontSpin it will pop up on the FrontSpin page. If FrontSpin is not visible on screen (e.g. it's open, but may be behind other open applications) then this setting will make sure to notify you at the top-right of your screen so you won't miss that inbound call. 

 

*** PHONE SETTINGS ***

CALL MANAGEMENT

  • Note: This section is user-specific, so any settings configured here will only be for the admin user. Other users will configure their own settings independently. See our User Settings and Configuration Guide.
  • TELEPHONY CONNECTION
    • Using “Soft Phone” will allow you to make VoIP calls via your Google Chrome web browser. All you need is a headset with a microphone. This is the preferred method for using FrontSpin. 
    • Using “PSTN” will allow you bridge to a physical phone, such as your cell phone or desk phone. Simply enter the phone number you wish to bridge to when making your calls in FrontSpin. Once a call is placed within FrontSpin, it will dial you and the prospect and you must answer your physical phone to join the call audio. Generally speaking, only use this mode when your internet will not sustain qualify VoIP calls (e.g. you are working out of a coffee shop, airport, etc.). Otherwise the "Soft Phone" option above is best and the fastest option to use. 
  • POWER DIALER
    • This section controls your dialing experience as you power dial through Lists in FrontSpin.
    • “Call next record after ending call” is also know as the "speed mode." The moment your call ends, FrontSpin will automatically dial the next contact in the list. This way, you can blitz through your calls with ease. If you need to take detailed notes or do something before moving on to the next call, you can always hit the PAUSE button at the top-right of the dialer. 
    • “Wait ___ before calling next record” allows you to set a Wrap Time in between calls, giving you enough time to log call notes, create follow-up tasks, etc. For example, if you set this to 30 seconds, the moment your current call is completed, you will see a 30 second timer start counting down and once the timer reaches zero, it will automatically call the next contact in the dialer.
    • “Call next record when currently performed action is finished” is also known as the "go at your own pace" mode. Rather than auto-advancing you to the next call, you will simply have a START CALLING button to click on whenever you are ready to call the next contact in the dialer. We recommend this option for all new users (to get used to the system) and for any users that need to do prep work before moving on to the next contact in the dialer. 
  • INBOUND CALL
    • If you are not available to answer an inbound call as it comes into FrontSpin, you may choose where the missed call will go. For example, you can set his up to say “If I don’t answer the call after 20 seconds, forward the call to my cell phone.”
    • If you choose the voicemail option, enter your email address and any voicemails left for you will arrive as an email with a .MP3 recording attached. You must also record your voicemail greeting under SETTINGS => PHONE SETTINGS => VOICEMAIL GREETINGS.
  • IDENTIFICATION
    • This section controls what phone number is displayed when calling someone in FrontSpin.
    • “Show assigned Personal Call ID” will show your FrontSpin number as the calling number. Each user has a unique FrontSpin number.
    • “Private Call ID” will show your call as private, blocked or unknown.
    • “Other Call ID” allows you in input any number you would like to show on the caller ID. For example, you might make it seem like your cell phone is calling or your corporate office number is calling. 
    • “Use Local Presence” will automatically display a local phone number matching the contact's location (e.g. you call John Smith in Chicago, he sees you calling from a Chicago phone number. If he dials that number back, it rings right back to you). This is an add-on feature, so if you do not see this option in your FrontSpin and you would like to add it, please contact our sales team to discuss. FrontSpin offers local presence in the US and EMEA. 

 

VOICE MESSAGES

  • With FrontSpin, you can drop pre-recorded voice messages. You can either record the entire message all up front (if no customization is needed) or record just the body of the message (e.g. "the reason I am calling today is...") and you can even do a live introduction before dropping the pre-recorded part. Example: (LIVE) “Hello Bob, it’s Jake from XYX Corp", then drop the rest of the recording directly afterward. To the person you called, it sounds like you left the whole thing live. 
  • Click on the “+ Add File” button to record a new voice message with your microphone or you can upload an existing audio file as a new voice message.

 

VOICEMAIL GETTINGS

  • This is your voicemail box, where you can record a greeting for any inbound calls you missed. 
  • Click on the “+ Add File” button to record a new voicemail greeting with your microphone or you can upload an existing audio file as a new voicemail greeting.
  • Make sure to select and SAVE the voicemail greeting you want to activate. As you see in the image below, the Main VM is the active one. 

 

*** EMAIL SETTINGS ***

ACCOUNTS

  • Note: This section is user-specific, so any settings configured here will only be for the admin user. Other users will configure their own settings independently. See our User Settings and Configuration Guide.
  • EMAIL ACCOUNT
    • Enter your email that you would like to use in FrontSpin to send emails from. Once you hit CONNECT, you will be prompted to select what email you are using (e.g. Gmail, Outlook, Office 365 or other). Once connected, you will see a green checkmark next to your email account. 

 

BCC AND CLIENT

  • COMPLIANCE BCC
    • If you wish to log all sent emails to some other system, you can auto-BCC that system here. 
  • EMAIL CLIENT
    • "Use FrontSpin's built-in email client" is the default and best option to use. This allows emails to be sent from FrontSpin directly (using the email account you had connected under SETTINGS => EMAIL SETTINGS => ACCOUNTS). It is highly recommended to enable "Track Opens" and "Track Clicks" so you can track that data and get notifications for those events. 
    • "Use your machine's default email client" is rarely if ever used. This is an older emailing method that allows you to open your web or desktop email client (e.g. Gmail or Outlook) to send emails from FrontSpin, but you lose the ability to send emails in bulk from your FrontSpin Playbooks.

 

SIGNATURE

  • Your signature will be added at the bottom of any emails you send from FrontSpin. 

 

TEMPLATES

  • Admin and Manager users can create "Organization Templates," which are shared across all users. A standard user can only create "Personal Template," which are only accessible by that user. Standard users can be given access to create organization templates by their Admin or Manager (it's a user role called "Sales Rep with Org Templates). 
  • In the email templates you can add dynamic fields (e.g. First Name, Title, etc.). All dynamic fields have a Fallback option, which allows you to fill in the blank if something was missing in your data (e.g. if a contact doesn't have a first name, instead of saying "Hi (blank)" I want to instead say "Hi There"). In the email editor it would look like this... Hi {{firstName | fallback: "There"}}.
  • You can also use condition fields, which allow the email content to change based on when you send it. For example the condition field {{#if is_friday}} YOUR_TEXT_HERE {{/if}} might be use to say "Happy Friday" at the start of an email sent on a Friday. Or {{#if is_friday}} YOUR_TEXT_HERE {{else}} YOUR_TEXT_HERE {{/if}} might be used to say something like  "Since it's already Friday, let's meet next week" or else "Let's meet this week, what days/times work for you?"

 

*** MY PROFILE ***

CHANGE PASSWORD

  • Here you can change your password.

 

DIALING PLAN

  • A "dialing plan" is the default country code that will be applied to any phone numbers you dial. For example if you dial any 10-digit number in the US, you don't have to add the +1 country code at the beginning if your dialing plan in set to the US. If you were calling into the UK a lot, you would set your dialing plan as the UK so you wouldn't have to add the +44 country code before each call. 
  • If your phone numbers are formatted with the international E.164 format (e.g. +442071838750) then FrontSpin automatically dials them correctly. The "dialing plan" is only used when the county code is missing. 

 

TIME ZONE

  • Set the user's timezone.

 

*** AUDIO FILES ***

  • Audio files can be used as hold music in your ACD Queues. Click on “+ Add File” at the top-right of the screen.

 

*** INTEGRATIONS ***

SYNC

  • SYNC MODE
    • Using "FrontSpin Admin authentication only" is the default Salesforce connection mode. With this, all Salesforce API access and permissions are provided by the single Salesforce admin account. 
    • Using "Each user authenticates with own SFDC credentials" on the other hand will require FrontSpin users to connect their own Salesforce accounts when they first login and all Salesforce API access and permissions will be provided by their own Salesforce user account. 
  • SYNC OPTIONS
    • Only Use "Do Not Update Tasks "Assigned To" field from SFDC to FrontSpin" when you are on a 1-To-Many connection model. This ensures any tasks created in FrontSpin will stay assigned to the user in FrontSpin, even if the assigned user in Salesforce is different (e.g. the Salesforce admin connection may own the task).
    • Only Use "Do Not Update Tasks "Related To" field from SFDC to FrontSpin" if you are wanting to qualify leads in FrontSpin before syncing them to Salesforce (this is a rare and specialized workflow requiring additional setup to block any new leads added directly to FrontSpin from syncing over to Salesforce until they have met the qualifying conditions).
  • SFDC LINK
    • When you first setup FrontSpin, you must link it to your Salesforce admin account here by clicking the LINK ACCOUNT button. 
  • SFDC API CALLS
    • You can see the API calls used by FrontSpin and enable API threshold notifications. 
  • INITIAL SYNC METHOD
    • Important: Please do not click these yourself. FrontSpin will run the initial data sync for you after normal business hours. By default we sync all Leads, Contacts, Accounts and Opportunities, but only 3 months of Activity history (in order to only show most recent and relevant activities). If you prefer longer Activity histories to be synced, please let us know how far back you would like this to be (6 months, 12 months, etc.).

MAPPING

  • Here is where you can map fields from your Salesforce into FrontSpin (which can then be added to your Page Layouts under SETTINGS => YOUR ORGANIZATION => LAYOUTS)
  • To get a fresh list of fields from Salesforce, click the RELOAD FIELDS button and wait for the page to refresh. 
  • A Best Practice is to only map the fields that your reps need to see in FrontSpin (e.g. less is more from a rep's perspective... no need to show 40-50 fields if they only really need 5-10 fields for their daily workflow), as well as any FrontSpin specific fields, which all start with "FS ". You will get those FrontSpin specific fields by installing the Salesforce packages that FrontSpin provides and you will use these fields in the next section (ADVANCED). 

 

ADVANCED

  • Here you will enable the FrontSpin fields you mapped in the previous section (MAPPING). With these enabled, FrontSpin will log this additional data to your Salesforce (e.g what list was the contact in when they were called, how many calls were made to this contact, etc.).  

API KEY

  • Here you can generate API keys to use with our FrontSpin partners like Gong and ExecVision

 

*** MY PROFILE ***

CHANGE PASSWORD

  • Change your default FrontSpin password here.

 

DIALING PLAN

  • Your dialing plan is the default country you are calling into. If you dial a number that is not formatted for international dialing (e.g. calling a 10-digit number in the US), then the default country code is automatically applied (e.g. +1 for the US). If a number is formatted for international dialing (e.g. +44 20 7930 9442) then FrontSpin uses the country code from the phone number instead.

 

TIME ZONE

  • Change your user time zone here.

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