RingCentral Call Recording & Playback

You can now record and playback phone conversations in AgencyZoom. The call recordings will be logged in the activities of a lead, contact, or service request. You can also change the speed of the call via the settings icon of the logged call recording.

To set up call recording in RingCentral:

Select My Agency > Integrations
Select RingCentral from the App Marketplace
Click 'Agency Settings'
Click 'Call Recording' to view the following 3 steps to conduct from your RingCentral account (also noted below)
1. From the RingCentral admin portal, select Phone System
2. Select Auto-Receptionist, then General Settings
3. Under Automatic Call Recording, toggle Enable Automatic Call Recording and configure your recording settings

Twilio Call Recording & Playback

To set up call recording in Twilio:

Select My Agency > Integrations
Select Twilio from the App Marketplace
Click 'Agency Settings'
Click 'Call Recording'
Toggle the option 'Enable Automatic Call Recording'
You then have the option to check 'Play Call Recording Announcement for Outbound Calls' to add your own customized announcement to be played with an automated voice at the beginning of each call
Click Save

Update to Attach via Automation

When adding an automated step, you can now attach a document by using the "Browse from Documents" option from the document library or "Browse from Computer". Please note there is a one-attachment limit per text message.

Mention (@) A Team Member in a Note

You can now mention (@) a team member in a note for leads, customers, contacts, and service tickets!

How it Works:

After inserting the "@" in a note, start typing in your team member's name or email to mention them. You can mention multiple team members in one note and each will receive a notification with a hyperlink to take them to the note. For example, you can mention a team member that had previously worked with your customer and request information from them. Your colleague will receive a notification they have been mentioned and be redirected to the customer activities where they can reply with the requested information. The "mention" functionality can also be utilized when using 'Add a Note' from the Global Add button.

How to View Your Mention History:

Within your notification center, click 'View All'. From the top toolbar, we've added a 'Mentions' section to see a history of all previous mentions from team members.

How to Set Up Notifications by Email:

There are two new settings that allow you to receive notifications by email. Under System Settings, click 'Other' to toggle on/off the below settings:

When a staff member is mentioned in a note, notify them by email
When someone replies to a note, notify the original note creator by email

The following minor enhancements were pushed to production on demand:

Create separate service tickets for policies under a customer that share an expiration date (configure in renewal pipeline settings)
Vonix (VoIP) demo on the integration page
Updated management system integration settings to determine which sequence synced policies enter
'Reply All' from customer activities
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Still have questions? We're here to help! You can start a live chat with our Support Team by clicking the icon in the lower right corner of the screen. Support is available between 9am and 5pm ET, Monday - Friday. (Messages sent outside of those hours will be answered ASAP on the following business day.)