Upon page load, a network icon is displayed based on the quality of your internet connection. This is not a real time view, but a consistent color while loading pages will give an indication of an issue or a quality connection. Green bars are displayed for a good quality connection: A single red dot is displayed for a poor connection:...

There are usually three issues that can be quickly diagnosed based on the message being displayed. This company is not enabled and no users will be able to login. This user has not been enabled. Username does not match what is in the system for their first login....

The Reps at a Glance page includes performance warning indicators based on Transfer to Conversation percentages to help you diagnose where issues with transfers can impact your conversation rates. The indicator will either be Red or Orange based on where the issues stem from: Orange  This indicates a majority of your transfers are impacted by a "Fal...

There can be up to a maximum of 4 calls placed on your behalf at once. Calls are throttled on based on capacity for non-direct numbers. More calls will be placed when you have a high number of LQ Enhanced phone numbers that can utilize autopilot....

There may be a scenario where a user receives the error "Some details were missing from the report" and it lists column(s) that are missing, but you find that this field is actually in the report as another user. You'll need to check that the user attempting to load the report has access to the field in Salesforce. Make sure they click through the "...

The below table lists the dispositions that can be logged when a call is transferred. Disposition Description Category Interest - Call Back Later Connected with the contact who requests a follow up phone call at a later date.  Positive Interest - Existing Opportunity and is an employee at a company with an already existing opportunity.  Positive Int...

In Campaign Member reports where a Lead or Contact can be part of multiple campaigns, the system will merge the "Person" into one record in the list, and will select the member record with the lowest dial count.  This example illustrates how the functionality works: Member ID Lead or Contact ID Dial Count Person Dial Count Record that will be used i...

If your users can login to the application successfully, but receive the message "No folders found. If you think this an error, click here for to access our solutions page", the CRM URL in your company setup may be incorrect. Check the following in the company setup to ensure the url does not contain the following syntax "domainname.lightning.force....

If you are using any of the Campaign Level Supported Salesforce Report Types, the application will write back First Dial, Last Dial and increment the Dial Counts on the Campaign Member object. If this is not occurring, it is likely caused by one of three issues listed below. Missing Member Dial Count field First Dial / Last Dial will be populated, b...

If you are experiencing immediate disconnects upon attempting to start a session when using web dial, check the following items: Is your browser up to date? Chrome will usually immediately disconnect based on microphone issues if the browser is not up to date. Chrome will display a button like this in the toolbar if it needs to be updated. Check you...

Log into your SFDC account  Look for the "Session" tab in your tab bar. If it's not accessible in Classic, click the "+" icon and search for the Session icon in the list. Then add it. If it's not accessible in Lightning, click the pencil icon, and add it to your bar. Click the “Click here to get started” button A new window will open and you’ll be r...

This error is caused by our telco provider. If this is encountered, please log a case with support....

LaunchQ automatically takes appropriate steps to ensure calls are placed and delivered with the highest trust level and the best deliverability possible. All Caller ID's we use are placed in our telco provider's trust center - which will provide the best level of Attestation according to the STIR/SHAKEN regulations We continuously monitor call usage...

When using reports that are based off Campaign Members, the options you select for Sorting records can have an impact on what is brought into your call list, especially if there are multiple contacts in the report with multiple campaign members. When duplicate persons are found with multiple campaign members, the application will always select the c...

The "Hamburger" in the top left can be used to hide/collapse the left nav bar. The three dots in the top right can be used to access your Profile, Diagnostics, or Sign Out of the application....

If your organization has been enabled for international dialing, you can call and of the countries listed below that are outside of North America. ISO Country Country Code Additional Agreement AE United Arab Emirates 971 AR Argentina 54 AT Austria 43 AU Australia 61 BA Bosnia and Herzegovina 387 BB Barbados 1 BE Belgium 32 BG Bulgaria 359 BJ Benin 2...

When connecting to your Microsoft/O365 account, the following permissions are requested:   Specific details on these permissions can be found here or here. Send mail as a user Mail.Send Allows the app to send mail as users in the organization.  Read a user's calendar Calendars.Read Allows the app to read events in user calendars.     Write to a user...

If you encounter an issue while attempting to send an email, please check the connection with your email provider from your user profile. See the article “Linking Your Email Account”. It is recommended to disconnect, and reconnect your connection....

There are currently three options for a sound (or lack thereof) upon transfer. This sound is played to you upon transfer of a prospect. No Sound Single Beep (Preview here) Triple Beep (Preview here) Note This sound is only played to you, the contact you are calling will not be able to hear it. This setting can be updated in the Session Settings, or ...

Transferring the audio portion of a call is always prioritized over the UI to ensure you are connected with the person as quickly as possible. As a result of this, if you have a slow internet connection or connectivity issues, you will always hear the person before you see the popup window in the application or CRM. It's always a good idea to keep a...

The application dedicates phone numbers in each Area Code for your specific use when placing outbound calls. These numbers are assigned to your company, not a specific user. In cases of large metro areas and heavy usage, you may be assigned more than one number. When a call is placed to a recipient, it is prioritized to use a phone number in the sam...

To link your email provider, browse to your user profile record using the drop down in the top right.  While on your profile, find the "Email provider connection" section. Click the button of the provider that has been enabled for your company. Connecting Google Click the "Connect with Google" button You will be prompted to choose the Google Account...

If your session immediately connects while using a phone connection for the session, check the following: The phone number that is input for your session, is correct/valid. The phone number used is on our approved countries list....

Folders in your "Import Call List" screen can be "Favorited" and will be shown at the top of your list with a filled star icon. This can be accomplished by marking a report folder as a favorite in Salesforce Lightning or from the user interface. To favorite or unfavorite a record from the UI, simply click on the star! Alternately, to add a favorite ...

Manual Dial Mode allows you to dial your own records without the use of agent-assist and autopilot. It works off the same lists you've uploaded for agent-assist/autopilot, and the lists can be toggled back and forth between modes. Starting Manual Dial Mode This can be enabled from 1.) the "Configure Session" screen or 2.) A paused/offline session sc...

Records can be skipped for many reasons. Some are related to functionality that is disabled for your org, or related to settings you have configured in the "Configure Session" options. In most cases, records can still be individually selected and included in the session by checking the box to the left of the contact to be dialed. Only feature level ...

Getting LaunchQ up and running involves the following steps: Install the SFDC Package Create a Connected App Configure the Connected App Assign Permission Sets Adjust Page Layouts Add Session Tab for users...

Browse to the "Apps" section in Salesforce.com and click "Manage" next to LaunchQ. Then click "Edit Policies". Under Oauth Policies, change the following: Permitted Users:  Admin approved users are pre-authorized IP Restrictions: Relax IP restrictions Timeout value: 24 hours Click "Save" Add Profiles Finally, to complete the Connected App configurat...

The final step is to ensure the “Session” tab is visible for users.  Lightning App Builder: Classic: For more information, refer to the Salesforce.com documentation here. ...

While logged into Salesforce as an administrator, browse to: Setup → Create → Apps → Connected Apps → New Name: LaunchQAPI Name: LaunchQContact: support@launchq.aiEnable Oauth Settings = trueEnable for Device Flow = trueCallback urls: https://app.launchq.ai https://app.launchq.ai/signin-oidc https://login.launchq.ai/launchqb2cprod.onmicrosoft.com/oa...

Please contact LaunchQ support for the latest link to the Salesforce.com package. Next Step:  Create a Connected App...

About Templates Email Templates can be managed by selecting  "Email Templates" from the Setup menu. Email templates are text based, can use our merge tags, but are not allowed to contain any html attributes.  Creating a Template Click "New Template" Fill in the details of your template. Merge tags can be used in the Subject or Content body.  Name Su...

Assign the "LaunchQ Basic Access" Permission Set to your users. This provides access to the relevant fields on Lead, Contact, Campaign Member, Call Logs and Dialer Sessions. It also provides access to the needed objects, visualforce page and tab. In addition to the permission set, the user will be need "View All" on both the Dialer Session and Call ...

If your contact has multiple phone number values available in your reports and list uploads, they will be evaluated during the list upload process. In addition, if we have an LQ Enhanced Phone that has a higher probability of reaching the contact, we will utilize that number during the session. The application uses our artificial intelligence to det...

The collapsible sections below will walk you through the different flows of Dialer Sessions. Click on each section to expand or collapse it. Creating a Session Sessions are created from Call Lists. You'll need to have uploaded a list before you can create a Session. Once your list is uploaded, you have multiple ways to create the session. From the C...

The table below lists our support report types that are used to upload lists to the application. It also includes the fields that are required in those reports. View this article for other notes and common issues. ID fields referenced in the table are standard ID Salesforce.com ID fields for the objects. A custom formula field referencing an ID will...

Reps at a Glance provides a simple report with the general "waterfall" of metrics. It also includes Performance Warning Indicators for Managers. The definitions for the waterfall metrics are: Total Calls: Total number of calls made Manual Dials: Subset of calls that were completed in manual dial mode Transfers: Total number of attempted transfers to...

What is it? Preferred Number allows you to set a phone number that you would like to use when dialing a specific contact. You can choose from a list of numbers that are tied to that contact, or you can enter your own number to try. The application will attempt to validate the phone number during the update process. When selecting a number from the l...

Common Issues: The application will attempt to warn of any missing fields or issues during your list uploads. Common issues are: Reports are in a collapsed format Reports are not in a summary format Required fields are missing Limits: SFDC limits 2000 records per upload. It is suggested that reports that contain more than 2000 records are broken out...

In order to use the web-dial mode of the application, you'll need to enable your microphone settings for the browser. This is also helpful to check if you are experiencing audio issues while using the web-dial mode. The steps below will walk you through checking your browser microphone configuration. Follow these steps (Chrome specific): Paste this ...

Overview The email functionality inside of LaunchQ allows users to send one-off emails using a connected Google or O365 email account.  What user info is captured? When your Google or O365 account is connected, the application only stores the following details in relationship to your LaunchQ User account: User Name - the user name associated with yo...

Using Email Attachments Attachments can be added while sending your individual emails. Simply click the “Attach Files” link at the bottom of the email editor: Then, select the attachment from your computer: Once selected and uploaded, it will be shown in the list of attachments. To remove an attachment, simply click the black circled “X” next to the...

To default the Call Me number in your dialer sessions, use the three dots in the top right of the application to select "Profile". Once on your profile page, enter your phone number in the "call-me phone number" box. It is preferred that the number includes your country code prefix. The format of the number can be free of dashes and special characte...

The   collapsible   sections   below   will   walk   you   through   the   different   flows   for using Call Lists .   Click   on   each   section   to   expand   or   collapse   it . Viewing Existing Call Lists Existing Call Lists can be viewed by selecting the Call Lists from the front page, or the Call Lists item from the left navigation.       ...

Records in call lists will be de-duped based on the following order: Matching Salesforce.com ID (Lead or Contact) Matching email address + Phone If none of that criteria is met, the records are not de-duped....

When connecting to your Google account, the following permissions are requested:   Specific details on those permissions can be found below:  Email (Google Documentation) Send email on your behalf (*Required to use email functionality).  Calendar (Google Documentation) View and edit events on all your calendars See and download any calendar you can ...

If you have a connected email service, you can send a preview of the email while creating or editing an email template. The preview email address will default to the current user's email address. You can update this to any other address, but multiple addresses cannot be entered. Click “Send Preview” when ready to send. Contact and Company merge tags...

Select Load a New Call List Select the folder Find the Report you want to import. Click "Import" The list details will be shown on the preview page. This allows you to select the sort order, the list type, or preview how many potential records will be imported. When you're ready, simply click "Confirm Import"...

Autopilot Only Mode allows you to dial records without the use of agent-assist. It works off the same lists you've uploaded for hybrid (agent-assist/autopilot) or manual dials. The lists can be toggled back and forth between modes at anytime by pausing and restarting the session. Starting Autopilot Only Mode This can be enabled from 1.) the "Configu...

What is it? Autopilot is an agentless dialing service to verified direct phone numbers.  What is available for Autopilot dials? Verified direct numbers will be eligible to be auto-dialed and transferred upon pickup. The phone icon with a "plus" next to it in your list designates autopilot available phone numbers. How is it enabled? Autopilot Is enab...

While dialing lists, the application will apply different callability levels to Contacts and their associated phone numbers in your list based on our backend machine learning.  The Reachability Filter selector has the following values: Low = This will provide the most contacts to be called. Medium = Applies a moderate level of filtering on records t...

If the user has the appropriate permissions, emails can be sent from the following areas: Lists Call Session After Dispositioning a Call Validation and Checks While drafting an email, we'll automatically check the and provide a status of the deliverability of the email address being used.  Additionally, we provide a warning if you have already email...

Below is a list of all supported North American Area Codes with their designated Timezones and States/Provinces. Note See the related articles section for info on the Friendly Timezone names. Area Code Timezone State Province State Code 201 EST New Jersey NJ 202 EST District of Columbia DC 203 EST Connecticut CT 204 CST Manitoba MB 205 CST Alabama A...

Note View the related article on permissions for a description of the users who can monitor and listen in to active sessions. To listen in, browse to the Sessions Tab. Find an active session in the list and click on the name: Click on the black arrow icon in the right hand corner of the screen. You will see a message that you are being connected to ...

The Configure Session screen allows you to modify settings such as: International Dialing Manual Dial mode Record Reachability Timezones you want to call into Transfer beep settings  The name you want to show while being dialed on behalf of Info See the related articles section below to review the details for each of the settings....

The table below covers the "Friendly" timezone names we use in the session configuration, and the offset from Greenwich Mean Time (GMT). Info See the related articles section for info on North American timezones. Timezone Name Offset from GMT Example Time HAST -10 2:00:00 AM PST -8 4:00:00 AM MST -7 5:00:00 AM CST -6 6:00:00 AM EST -5 7:00:00 AM AST...

The network diagnostics & connectivity check can be accessed by anyone in the application.  First, click the ellipsis in the top right and select "Diagnostics. Next, click "Start Diagnostics" Even if you use webdial, enter your Phone number in the input box. Click "Run Diagnostics During the phone portion you will be asked to speak a few words s...

Merge Tags can be used in email templates to populate values such as the sending user's name, or the recipient's company name. Merge tags are contained between an opening and closing curly bracket. Below you will find a list of available merge tags. Sending User Details UserFirstName: The first name from the User's record. UserLastName: The last nam...

LaunchQ will attempt to validate email addresses in the send form. It will use the email provided, or as you change the email, it will check if the address is either 'deliverable', 'undeliverable', 'risky' or 'unknown'. Below is a short explanation of what each status means: Deliverable - The recipient's email provider has confirmed that the email a...

During the import of a Call List, List Types are set and help categorize the data. List types also use different scoring methodologies on phone numbers to remove uncallable records. In addition, these list types help feed our ICP and categorization models. Name Usage Details Outbound Cold lists with records you may have not called before such as tar...

It's suggested you add the following fields to your Lead and Contact Layouts in their own section: First Dial Last Dial Dial Count Last Call Disposition The following related object should be shown on your Lead and Contact layouts: Call Logs The following fields are suggested to be added to the Campaign Member view as well: First Dial Last Dial Dial...

There are two connection methods you can use when connecting to a dialing session - webdial or call me. The differences are explained below. Method Webdial Connects to your session using your browser and utilizes your computer's microphone and speakers or headphones. Preferred method when you have a strong, reliable internet connection. Callme Calls...

User Type Upload Call Lists Create Sessions Reps at a Glance Manually Dial Listen In Company Details User ✓ ✓ Their own data ✓ User Manager ✓ ✓ Their own data +  Users in their Company ✓ Users in their Company Operations User ✓ ✓ Users in their Company ✓ Users in their Company Manage and Edit ICP/Personas Observer Users in their Company Users in the...

To access your settings, use the three dots in the top right of the application to select "Profile". Once on your profile page, you can set your phone number in the "call-me phone number" box, change your beep transfer tone and update other important attributes related to the application. If enabled by an admin, this is also where you can connect yo...

If you encounter a blank list of Salesforce folders, reports or records while importing, there could be a couple of issues. If you have been using the application and imported records before, you may have a cached token that needs to be cleared. Sign out using the "Sign out Link" and completely close out all instances of that browser. Re-login to th...

This article helps group performance issues users may see across the application into the different functional buckets. Decision Tree What are you having trouble with? My records are not being called Low Conversations Per Hour Application Slowness Problems When Speaking to Contacts I cannot connect or start my Session I am getting false transfers Ad...