Manage Team Dialer Settings

SalesLoft admins have specific privileges to set up and manage your team's access to the dialer. From the Dialer tab under your Team Settings, you can provision and manage phone numbers by assigning them to the appropriate user. 

In this article, you will learn about the components of the dialer settings, including:

• Provision Phone Numbers
• Establish Call Recording Settings
• Call Recording Governance Restrictions
• Custom Dispositions and Sentiments

Provision Phone Numbers

Each user will need to be assigned a provisioned number in order to use the dialer. Provisioned numbers are supplied from SalesLoft’s third-party provider, Twilio, which allows users to make outbound calls. You can provision as many numbers as the total number of users you have in SalesLoft (i.e. if you have 10 users, you may provision 10 numbers).

The number that is provisioned and assigned to a user will appear in their Phone Settings as their Assigned Number. The provisioned number will then show up as the caller id when they make calls using the dialer (there are exceptions to this rule if your users enable LocalDial or opt to use an alternative caller id).  

Here’s how to set your team up with provisioned phone numbers:

1. Go to the Dialer tab under your Team Settings.
2. If you have not previously agreed to the Terms of Service provided on the Billing Authorization prompt, click Agree to Account Billing and Activate Dialer to continue.
3. When the Provision a Number page appears, enter the preferred area code for the phone number you would like to provision. For example, if you are located in Atlanta you may want to assign your users a “404” provisioned number.
4. Hit Search Available Numbers.
5. A list of available phone numbers will appear. Select Choose this Number to reserve a number for your team's use. 
6. After you select a phone number it will move to the Unassigned Numbers column within your dialer settings. Numbers will remain in this section until they are assigned to a specific user.        

Assigning Users a Phone Number

SalesLoft lets you pick and choose the phone number that is assigned to each user as well as whether a user has access to the dialer.  

Once you have provisioned the phone numbers for your team, you need to actually assign those numbers to an individual user. A list of your team members who have not been assigned phone numbers will be listed under Unassigned Users. Any user listed in the Unassigned Users section currently does not have access to the dialer.

To assign a phone number to a user, follow these steps:

1. Go to the Dialer tab under your Team Settings.
2. Under Unassigned Users find the name of the individual you would like to assign a phone number to.
3. Select + Assign.
4. A list of provisioned phone numbers will pop up. Pick the number you want for that specific user.

Removing an Assigned Number

After you have selected a phone number for a specific user, they will appear under the Assigned Numbers column. Here you can keep track of the name of the user and their assigned number.

You also have the ability to remove a number from a user if necessary. Why would you want to unassign a number from a user? It’s best practice to keep that number associated with the user (customers will associate the number with your rep and make them more likely to answer a familiar number). But here are a couple reasons you may want to unassign a number:

• The user takes on a new territory. If you originally assigned a phone number for a specific state or region, and then alter where your rep is calling into, you may want to unassign their current number.
• The user leaves your organization. Businesses are constantly changing. If a user goes onto a different role or leaves your company, they no longer need their assigned number. Plus, once you unassign the number, you can assign it to a new hire that fills the role.

To remove a number select the red Unassign icon next to the user’s name and number. After a number has been unassigned, the name of the user will appear under Unassigned Users while the phone number will show up under Unassigned Numbers. 

Setting a Teamwide Fallback Number

Each SalesLoft user is advised to enter a forwarding number in order to receive returned or incoming calls. But sometimes users forget or neglect to add their forwarding number.

This is where the fallback number comes to the rescue. By entering a general fallback number under the admin dialer settings, calls that cannot find a forwarding number will still be directed to your company. Usually, admins use a central company line, like the front desk, as their fallback number.  

To set your fallback number, enter your preferred number in the dialogue box under Fallback Number and hit enter. 

Establish Call Recording Settings

Call recordings provide sales leaders and reps with a consistent training tool that can steadily improve call skills and lead to greater sales success.

Still call recordings come with their own set of conditions that need to be adhered to, from complying with company restrictions to state or country-wide call regulations. With these in mind, it's important as an admin to be able to control your recording settings to best fit the needs of your team while keeping in compliance with any mandates.  

Call Recording Settings Across Your Team

To configure call recording settings across your team, follow these steps:

1. Go to the Dialer section within your Team settings. At the top of the page click on Call Recordings.
2. Use the toggle located below Enable Recording to enable/disable the ability to record calls for your entire team. 
3. Setting Team Recording Defaults gives your team flexibility to record or not record calls, with the default settings here. If the Team Recording Default is toggled off, call recordings will be disabled by default. Users can turn on the call recording by clicking the recording icon when they open the dialer. 

Specifying Call Recording User Settings

You can even control call recording for individual users. Specific users may require different recording settings due to their assigned territory restricting call recordings or, if you work with newer sales reps, you may want to ensure their calls are being recorded for training purposes. 

To specify individual user settings, follow these steps:

1. Go to the Dialer section within your Team settings. At the top of the page click on Call Recordings.
2. Under User Settings, find the name of the user whose recording settings you would like to edit. 
3. Use the drop-down picklist next to the user’s name to set their individual settings:
   • Team Default: the user inherits the setting set under Team Recording Default.
   • On by Default: overrides settings and user has recording turned on.
   • Off by Default: overrides settings and user has recording turned off.

Call Recording Governance Restrictions

At SalesLoft, we understand that a general “one size fits all” recording setting doesn’t cut it. Specific territories, states, and countries have different laws when it comes to call recording. Managing recording governance allows you to comply with those regulations and restrictions so your team can focus entirely on their sales.  

Recording governance rules can be set up based on area codes and international prefixes so they perfectly comply with specific territories.

Things to Note:

• An area code/international prefix can only be added to either One-sided recording or Do not record, not both.
• While we provide this feature, we do not make any recommendations related to appropriate usability. For questions related to acceptable practices for recording phone calls in certain regions, you should refer to your own internal compliance/ legal counsel to determine acceptable use cases.

To set your call recording governance restrictions, follow these steps:

1. Under Team Dialer Settings, select the Call Recordings tab. Below the user defaults, you will find Call Recording Governance.
2. Select US area codes or International prefixes.
3. Add the area codes that will fit the restriction. You can add multiple area codes and separate them by commas. 
4. Choose if you would like calls made to those numbers to be One-sided recording or Do not record. Selecting One-sided recording will only return the user's side of the call on the recording. Selecting Do not record will block the call recording for that code.

Custom Dispositions and Sentiments

When a call has been completed there are two important things you want to know (1) what happened during the call and (2) the outcome of the conversation. SalesLoft uses the Disposition and Sentiments fields to specify and log that exact information.

Any admins with the Dispositions & Sentiments permission can create or delete dispositions and sentiments, as well as make those fields required on call steps or one-off calls. All teams start with the standard Dispositions & Sentiments, but you can edit and delete any of these options.

Require Dispositions & Sentiments to Be Logged

Dispositions and sentiments are not required while users are logging their call by default, which means they can be skipped (or easily forgotten). But failing to log these fields prevents you from gathering key insights into your team’s call behavior, which can negatively impact call performances.

So admins can make Dispositions, Sentiments, or both required on a call step or one-off call. Once call dispositions and sentiments are required, we will indicate for your users to set the field during call step or one-off call. 

Things to Note: When running a call step within a cadence, dispositions and sentiments may only be required when someone is logging a call or logging & completing. The "complete only" button will not require these fields since it does not log a call.

To require your users to log dispositions and/or sentiments on a call, follow these steps:

1. From your Team Settings, go to the Dispositions & Sentiments tab.
2. Choose the tab for Dispositions or Sentiments.
3. Click the checkbox to require the field be logged. 

Add or Delete a Disposition or Sentiment

We provide standard dispositions and sentiments, as well as the ability to delete and create new ones to adapt to your business process.

Things to Note: custom dispositions and sentiments are not currently reported on in SalesLoft analytics.

To add a new disposition or sentiment, follow these steps:

1. From your Team Settings, go to the Dispositions and Sentiments tab.
2. Select Dispositions or Sentiments at the top of the page.
3. Click the + Add button at the top of the list of dispositions or sentiments.
4. Type the name of your new disposition or sentiment.
5. Hit Save.

To delete a disposition or sentiment:

1. From your Team Settings, go to the Dispositions and Sentiments tab.
2. Select Dispositions or Sentiments at the top of the page.
3. Find the label you would like to remove. Hit the red Delete button to the right of the name.
4. A warning message will pop up to be sure you want to delete the item. Select Delete.

As a safety feature, you cannot delete the last remaining Disposition or Sentiment on either page, and the delete button will disappear when only one remains.