Set up Digital Phone System

Set up digital phone system

OctopusPro offers for you the choice to buy a Twilio number if you want. You can get a Twilio number so that all your fieldworkers and customers can communicate using your Twilio company number. All your fieldworkers can use this number to communicate with your customers instead of using their owns. And all your customers can use this number to communicate with any of your staff members.

By getting a Twilio number, all communication buttons will be activated in your company account in OctopusPro and in OctopusPro apps as well. Through your company account in OctopusPro, you will be able to send SMS to your fieldworkers and customers. You also will be able to activate sending SMS notifications for your fieldworkers and customers. In addition, fieldworkers can communicate with customers and vice versa either through the app or their accounts on the web.

OctopusPro makes all communication settings to be totally customizable by you. You can edit all settings related to calls and SMS through OctopusPro. It means that you can activate or deactivate sending SMS notifications. And you can grant your fieldworkers and customers the ability to communicate with each other using the company Twilio number or not.

However, by default, as soon as you get your Twilio number, all buttons related to communication will be activated and ready for use to all office admins. So, for admins, all communication buttons will be activated directly once getting the number, while for fieldworkers and customers, you as an admin can decide whether to activate or deactivate communication buttons for them.

To buy a Twilio number, please email us on support@octopuspro.com; and we can buy you a Twilio number from our main Twilio account by creating a sub account for you. All you have to do to have a Twilio number is to inform us by email and we can make all the steps from our side so you can get a number.

OctopusPro do not charge you any extra budget for getting a Twilio number, you only ‎will pay the cost of all calls and SMS for Twilio according to their pricing terms. The cost of the calls and SMS will be attached to your monthly invoice.

Steps for how office admins can get advantage of having a Twilio number:

Admins will be able to communicate with fieldworkers and customers via SMS, send bookings via SMS to fieldworkers and customers, send invoices via SMS to customers, and send SMS notifications to customers.

1. Contact customers and fieldworkers via SMS:

  1. Go to Bookings from the main menu.
  2. Select All Bookings.
  3. Press Contact under the name of the fieldworker or the customer you want to contact.

OR

You can contact your customers or fieldworkers from your list of customers or fieldworkers.

To contact your fieldworkers:

  1. Click on Fieldworkers from the main menu.
  2. Click on Actions for the fieldworker you want to contact
  3. Choose Send SMS; or you can choose to send SMS to all or some of your fieldworkers by clicking on Send SMS To Fieldworkers.

To contact your customers:

  1. Click on Customers from the main menu.
  2. Click on All Customers.
  3. Click on the name of the customer you want to contact.
  4. Click on SMS at the top right of the page.

2. Send  bookings via SMS to fieldworkers and customers:

  1. Click on Bookings from the main menu.
  2. Choose All Bookings.
  3. Click on the booking you want to send to open it.
  4. Click on Customer or Fieldworker at the top right of the page.
  5. From the drop down list, choose Send Booking SMS.

3. Send invoices via SMS to customers:

  1. Click on Invoices from the main menu.
  2. Choose All Invoices.
  3. Click on the invoice you want to send to open it.
  4. Click on SMS at the top right of the page.
  5. From the drop down list, choose Send SMS Invoice.

4. Send SMS notifications to customers:

OctopusPro app allows your fieldworkers to inform customers when they are on their way to their booking, when they arrive, and when they are running late.

Each visit to a job has four statuses: “I’m on my way, I’ve arrived, start job, and finish job” that fieldworkers must choose from according to their condition. When the fieldworker presses “I’m on my way” button from OctopusPro app or “I have arrived” button, this notifies the customer by SMS that the fieldworker is on the way to the booking or has arrived. When fieldworkers are late to their booking, this also notifies the customer by SMS that the fieldworker is running late. An alarm is sent to fieldworkers prior to a booking time stating that they need to leave immediately in order to arrive to their upcoming booking on time. After a while, if the fieldworker didn’t press “I’m on my way” button, then an SMS notification is sent to the customer to be notified that this fieldworker is running late.

Once you get a Twilio number, Sending SMS notifications to customers will be activated by default. If you want to stop this SMS from being sent to your customers then you should deactivate this feature. To do so:

  1. Click on Settings from the main menu.
  2. Click on General Settings.
  3. Click on Booking Settings.
  4. Go to Fieldworker Permissions tab.
  5. Deactivate the flag related to sending SMS to customers.

Steps for how fieldworkers can get advantage of having a Twilio number:

Through their accounts in the web, fieldworkers can:

1. Send SMS to customers:

Through their OctopusPro accounts in the web, fieldworkers can communicate with customers via SMS, but they cannot make any calls form the web. Calls can be done only through the app. To do so, fieldworkers can follow the following steps from their accounts in the web to sent SMS to customers:

  1. Go to Bookings from the main menu.
  2. Select All Bookings.
  3. Press Contact under the name of the customer you want to contact.
  4. Choose Send SMS from the drop down list.

2. Send invoice via SMS to customers:

  1. Click on Invoices from the main menu.
  2. Choose All Invoices.
  3. Click on SMS Invoice icon

Through their accounts in the app, fieldworkers can:

1. Call customers:

Through OctopusPro fieldworker app, fieldworkers can call customers and admins as well, but they cannot send SMS through the app; they only can make calls. To do so,

  1. From the main menu, click on All Bookings.
  2. Click on the booking you want to open it.
  3. Click on the customer name under Contact Info.
  4. Press Call to call the customer.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. Call admins:

  1. Click on Messages at the end of the screen.
  2. Click on Click to create new chats.
  3. Press on the Call icon at the top right of the screen to call office admins.

 

 

 

 

 

 

 

 

 

As it is previously mentioned, admins can customize all communication settings related to their fieldworkers and customers either through the app or the web. You can decide whether you want to grant them the ability to communicate using your company Twilio number or not.

To customize these settings in the web:

  1. From the main menu, go to Settings.
  2. Click on Company Settings.
  3. Choose Users from the drop down list.
  4. Click on Roles tab.
  5. Click on Assign Credentials for fieldworker.
  6. Go to Permissions for sms and Permissions for calls; to activate them, simply click on them. If you deactivate them, fieldworkers will no longer be able to communicate with customers through their accounts in the web.
  7. Press Save.

To customize these settings in OctopusPro app for fieldworkers and customers:

  1. Click on Communication from the main menu.
  2. Choose Digital Phone System.
  3. Activate or deactivate the flags of Using Digital Phone System For Fieldworker or Customer.

The following screen shot doesn’t appear for you unless you’ve already bought a Twilio number:

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