Your settings, and your organization's

Settings holds two kinds of page. My settings are yours alone, in every organization you belong to: your profile, how you are told, your availability, your connected accounts, how you sign in and your preferences. Company settings are your organization's rules, in groups: General, Team, Channels, Records and data, Automation (flows, assignment and the AI assistant), Marketing, and Integrations and developers. You see the company pages your role works with.

How a settings page works

• At the top is the page's name, one sentence saying what it is for, and Learn more, which opens the help article about it.
• Beside the name, a small badge says who edits the page, such as "Owners and Administrators edit this". If your role only reads the page, the badge carries a lock, and there is no Edit button. Hover over or tab to a lock to read who may change that part.
• Each part of the page is a card. It shows what is set now, in plain words, such as "Mon–Thu, 8:30 AM–5:30 PM".
• Press Edit on a card to change it. Change as many cards as you like.
• A bar appears at the bottom of the screen: Unsaved changes, with Discard and Save. Save keeps every change on the page at once. Discard puts the page back as it was.
• If you try to leave the page with unsaved changes, ContactRoll asks first: keep editing, or discard and leave.
• Under a card, "Last changed by" names who last changed it, and when, for members who can read the audit log.

Settings from where you work

Some screens have a gear beside their buttons. It opens their settings straight away, and the settings page then has a link back to all settings:

• Cases: assignment rules, business hours, response-time targets, and macros and saved replies.
• Deals: the pipeline's stages.
• Calls now: the phone.
• Knowledge: the help center.
• Marketing: the brand kit and the sending domain.

The gear only offers the pages you can see in Settings.

Profile

Your name is the one a saved reply signs with, where it says {{agent_name}}. ContactRoll never makes it from your email address. Leave it empty and {{agent_name}} stays spelled out in the reply box, so you notice it before you send.

Business hours and holidays

Business hours are your organization's week, in its time zone, which is set on Organization. A response-time target counts down only inside these hours, and "business hours" in a flow means these: a condition, a task's due time, or "no reply for 4 business hours".

Until somebody sets them, ContactRoll counts Monday to Friday, 9 AM to 5 PM. Press Keep these hours if that is your week.

A day can close at midnight, or after midnight: a closing time earlier than the opening time runs until the next morning.

There is no holiday calendar yet. To close for a day, untick it in Opening hours, and tick it again after.

Assignment rules

A rule gives each new case to a member as it arrives: an email written to a support address, or a call nobody answered. A case a member types in is never given out.

• By turns gives the case to the next member after the last one given a case.
• To the least busy gives it to whoever holds the fewest open cases.
• A member who is away, outside their hours, or whose role doesn't work cases is skipped. With nobody left, the case waits in the queue for anybody to take.
• An email written to an address with a rule follows that address's rule.

Each address can give its cases to everyone, or to the members of one team.

Under You, I'm away means no new case is given to you. Cases you already hold stay yours. While you are away, no call group rings you and live chat doesn't count you as here. Your hours are your organization's business hours unless you keep your own. Outside them, no new case is given to you.

Away after no activity: a member who does nothing on any page of ContactRoll for this long is shown as away and given nothing new, until they do something again. Off, only a member's own I'm away, or a colleague who may set them away, makes them away.

Organization

• Time zone: every date and time on every screen is on this clock, and so is every scheduled send and a sequence's hour of the day. It starts as the time zone of the browser of whoever made the organization.
• Currency: new deals are in it unless somebody chooses another. Deals already made keep the currency they are in.
• Phone numbers: a number typed without a country code is read as a number in this country. One that starts with + says its own. Numbers already kept stay the numbers they are.

Preferences

Between a tablet's width and a desk's, the sidebar is always icons, and its Menu opens it over the page.

Sign-in and security, and Security

Signed in on a computer or phone you no longer use, or one somebody else might? Sign every other device out: each asks for your password, and your code, again. The device you are using stays signed in.

When an organization requires two-factor sign-in, signing in to it asks for a password and a code from an authenticator app. Everyone who has not set it up is asked to, the next time they open ContactRoll, before anything else. You need it on for yourself first.

Audit log

The audit log is who did what in your organization, and when: sign-ins, members and roles, two-factor sign-in, exports, deletes and merges, bulk actions, settings, API keys and webhooks, what a key read through the API, and which fields of a record a change touched, never what anybody typed into them. Nobody can change or remove an entry.

Masking sensitive numbers

Card numbers, US Social Security numbers, and bank routing and account numbers that customers send by email, live chat or on a recorded call are replaced before they are stored, keeping the last four digits, for example "[card ending 1111]".

Live chat

Live chat is a chat box on your own website. A visitor writes and gives their email address, and the chat opens a case in the queue. Whoever is working answers from the case page, and the visitor sees the answer as it is sent. Outside your business hours, or when nobody who works cases has ContactRoll open, the chat says so and becomes an emailed case.

Phone and team addresses

Your calls and your numbers are billed by Twilio to your own Twilio account. ContactRoll charges nothing for them. Every member with the softphone calls through it.

A team's own sending address: the contact's timeline says who sent a message, as the team.

Records and data

• Record types are your organization's own kinds of record, such as a property, a vehicle or a subscription, each with its own records, its own custom fields, and links to contacts, companies, deals and cases.
• A custom field shows on every record's page, and can be a column and a filter on the list, a rule in a segment, a condition in a flow and a column in an import.
• A lead score shows on the contacts list and each contact's page, and segments, flows and reports can use it. ContactRoll doesn't track whether an email was opened, so a click is the nearest thing it counts.
• A pipeline can flag deals with no activity after a number of days. Leave it empty to keep it off.

Automation

• A macro does several things to a case in one press, from the case's page: it puts a reply in the reply box for you to read and send, sets the status and the priority, gives the case to somebody, and adds an internal note.
• A flow acts by itself within a minute of what it listens for. It assigns, sets, tells, replies with a saved reply marked for flows, or enrolls. It never moves money or consent, approves, publishes, deletes, or sends anything unapproved.
• A flow that fails too often is paused, and stays off until somebody switches it on again. A refused step is not a failure: the flow says why and goes on.

Marketing

• The brand kit is what marketing may say, and how it looks. Every email, post and video is checked against the words before it is approved. A word or claim on these lists is flagged, and so is any number, price, comparison or superlative that is not in the piece's brief, the campaign's, the product's facts, the voice notes or the tagline. The look goes into HeyGen's videos and into what Google is told. One of your own HeyGen brand kits can go with them, made in HeyGen's app under Brand Kit.
• A sign-up form is a page anybody can reach, where people ask to hear from you: their email, their name, and a box they tick, in your words. Nobody is signed up until they press the button in the email it sends them, and that press, with its time and where it came from, is kept as the evidence of their consent.