Communication settings allow you to customize and manage how you communicate with your contacts through email and your unique Bonzo number. Within this tab, you can start the verification process, which is essential for all new accounts on Bonzo and ultimately affects the deliverability of your calls and text messages. You can also establish call & text routing which allows you to direct calls to specific campaigns and to different team members.

Voice & Messaging

The Voice & Messaging tab offers settings and controls to manage your Bonzo number. After initiating your brand verification (found in the section below), this is the next step to getting your account ready for making calls and sending messages. When you first visit this page, you'll be prompted to search and choose your Bonzo number.

1. To begin the search, fill in the appropriate fields such as Area Code, Postal Code, City, and State. Though you may want to fill in all these fields, we recommend starting with one as it will provide the broadest range of numbers to choose from, and then narrowing the field with additional criteria.

    

   

    

   For example, starting with an 980 area code for Charlotte, NC, you will see a long list of potential phone numbers to choose from.

    

   

    

   But if you want to get more granular, and find a specific number in Alton, NC, add the the city or postal code criteria to your search. You will see a refined list of just numbers from Alton, NC. Click "Claim" next to the appropriate number to choose your Bonzo number.

    

   

    

   It's important to note, that during your search, you may get a message that reads, "Sorry, we didn't find any numbers with the given search parameters." These numbers are updated on an hourly basis, so you can utilize different search criteria or check back at later time. If after multiple searches, you still can't find a number in your area, please reach out to our support team by clicking on the pink bubble in the bottom left of your screen.

    

2. Once you've chosen your number, return to the "Voice & Messaging" page to establish setting and see your verification status.

    

   

    

   Your new Bonzo number will be viewable in the top left of the screen under your name and also on this page. Next to it, you will see a status that indicates what stage of the verification process you are on.

   "Preparing Texting" (Gray): you have not yet begun verification and you will be unable to send out messages or utilize Bonzo automations.

   "Warming up texting" (Gray): Your number is currently porting over to our SMS provider and ready within 1-2 business days

   "Ready" (Green): you have cleared brand and/or calling verification, and can send messages, make calls, and utilize Bonzo automations.

   If for whatever reason you want to change your assigned Bonzo number you can select the pink "Recycle" link towards the right of your number. Once you change your number you will be charged a one time fee of 20,000 tokens. 

    

3. Adding a "Forwarding Number" allows you to forward all calls that come into your Bonzo number directly to the number in this field (e.g. your cell phone or landline).

    

   

    

    

   If the disable incoming calls setting is toggled on, you won't be able to receive calls on your Bonzo number. It's important to note that this also removes the ability to adjust additional call settings described below.

    

4. Next, you can choose to record incoming and outgoing calls, and decide to utilize tokens to transcribe and summarize calls and voicemails. Please note, "Record calls" must be active in order to adjust the transcription settings. Further, certain states require you to verbally receive calling consent. Scroll over the (i) icon next "Record calls" to view a list of those states.

    

   

    

   Once the transcription or transcription and summarize settings are enabled from the drop down menus, you will be able to view the results directly in the "Communication" view on a prospect record.

    

5. The following settings determine how you will receive incoming calls. When "Disable open line" is toggled on, you won't receive calls from numbers outside your Bonzo database.

    

   

    

   The "In-app calls" feature allows you to receive calls directly in your browser when Bonzo is open. For example when you receive a call, it will first ring in Bonzo, if you don't answer in your browser and you have a forwarding number listed, after a few rings, it will push the call to that number. If you don't have a forwarding number listed it will go to a Bonzo voicemail, which you can establish in the section below.

   It's important to note, if "In-app call" is toggled on and the following feature "Only in-app calls" is also on, calls won't forwarded and you will only be able to receive calls in your browser.

    

6. The next two Voice & Messaging settings correspond to settings established in the "Shift" tab under your "Account Settings."

    

   

    

   When "Reject call after shift" is toggled on, prospects won't be able to call you after your designated shift time (e.g. 6:00PM) and if you have an after shift voicemail set up, the call will be directed to that voicemail.

   "Auto-respond to texts after shift" allows you to send a custom text message reply to all incoming texts after your shift. As noted, you can establish a text and voicemail response within the "Shift" tab in your "Account Settings"

    

7. Setting up "Caller Identity" will allow you to display a name to prospects when you call them. Click on "+ Add new identity" and fill out the field for your name. This can only be submitted once your calling verification has been completed. 

    

   

    

   It's important to note, identity reviews are completed by a 3rd party Bonzo partner. After your ID is approved please leave up to 72 hours for it to showcase correctly on outbound calls. This feature is largely carrier dependent and may not display on every network.

    

8. "Local Presence" is an add-on feature that allows you to purchase a set of Bonzo numbers with various area codes. When placing an outbound call to a contact from your Bonzo number, our system intelligently analyzes the contact's area code. It then selects a number from your designated "Local Presence list" that aligns with the prospect's area code, ensuring a more personalized and local connection.

    

   

    

   To learn more about local presence, click on the link at the end of this section.

    

9. To transfer an existing number into Bonzo, click on the pink "Details" link to the right and initiate a porting request. We recommend porting only other VOIP lines into Bonzo, because once you port a number, it becomes a Bonzo number. This means while you can still call, text, and leave voicemails from that number, its functionality will be limited to Bonzo features. Therefore, we strongly advise against porting a primary cell phone number as your iPhone will essentially become an iPod with the Bonzo app.

    

   

    

   To learn more about porting workflow and best practices, click on the link at the end of this section.

    

10. Finally, you can record a voicemail for your Bonzo number and manage prerecorded voicemails available during an auto-dial session at the bottom of your Voice & Messaging tab.

     

    

     

     

    It's important to note, the pre-recorded voicemails recorded and managed in this section are only available to use during auto-dial sessions. If you'd like to create pre-recorded voicemails for your campaigns and broadcasts, please visit your Content Library.

     

Note: To learn more about the products & features described in this section, click below.
Addons: Local Presence
Porting Requests Workflow
Phone Porting: Tips & Best Practices

Phone Menu

Bonzo's IVR (Interactive Voice Response) feature lets you set up a phone menu to route calls to team members, campaigns, or pipeline stages. You can transfer an existing Bonzo number to an IVR menu, though it's best not to use a number already in contact with leads. The IVR number isn't a traditional phone line, so callers are directed straight to the menu. Team Leads can purchase and configure the IVR from the Addons page, then establish menu and routing options from the Phone Menu page.

1. Once you are ready to configure, you will be prompted to select a number that directs callers to the phone menu. As stated above, this should not be a number that you've already used with prospects. Search for a number using the same criteria you utilized to select your Bonzo number.

    

   

    

    

   When you find an appropriate number, click "Claim" to set that number as your new IVR number.

    

2. Next, establish a "Greeting Message." This message is the voice recording that plays when callers dial in, it also prompts them to press a specific number to be directed to a person or department (e.g. press 1 for sales, press 2 for support, etc.).

    

   

    

3. Now that you have your "Greeting Message", you will be able to configure the phone menu options.

   • First, you'll select what key (numbers 0-9) the caller will select in order to reach their destination.

   • Second, you'll determine the destination (will the call be assigned to a user, routed to a campaign or pipeline stage, or forwarded to another number)

   • Third, you have the option to set up a farewell message. This is a message that plays when the destination is either an assignment, campaign, or pipeline stage. If the call is forwarded to a user, and the team member does not pick up the call, it will go to their Bonzo voicemail.

    

   

    

    

4. When defining "Destination," the dropdown provides you with four options. It's important to note, the "Assign to user" destination creates the calling number as a new contact in the assigned user's Bonzo account. If you also want the assigned user to receive the call, you must set a second destination, "Forward the call."

    

   

    

5. When defining the "Farewell message," the dropdown provides you with six options. Remember, this message, similar to a voicemail, is a closing message that plays after the call is directed to a destination without being forwarded to a user. Please note, our "Text to speech" feature is currently in BETA and is not available on all accounts.

    

   

    

   The final option in this dropdown allows you to setup a "Submenu" with an additional greeting message and phone menu. For example, you direct callers on your original menu to press 3 for Sales, direct them into a "New Leads" pipeline stage, and then setup a submenu that give them the option to press 1. for Bill, press 2. for Tedd, etc. directing them to a specific sales representative.

    

   

    

    

6. When you have fully configured your Phone Menu, click the "Save" button in the bottom right corner.

Email

Integrating your email with Bonzo and setting up your email signature ensures consistent and professional communication. Emails sent from Bonzo will use your integrated email address and personalized signature, maintaining a unified brand image. Additionally, this integration allows for seamless synchronization of sent emails and responses, ensuring all interactions are efficiently tracked and managed within the Bonzo platform.

1. Click on "Email" found under your "Communication" tab. Here you will be presented with three integration choices: Google integration, Microsoft integration (Outlook), and universal email integration (additional email providers).

    

   

    

2. For Google and Microsoft integrations, click on "Sign in" or "Integrate" button which will prompt you to select your account and accept the necessary permissions. Once this is done, the integration will be enabled, and you will see the email address associated with your account.

    

   

    

   This means that any emails sent from Bonzo will come from your integrated email account, ensuring consistency in your communication. Additionally, all sent emails will sync back to your integrated email account's sent folder, and responses from your contacts will sync both to your integrated email account and to the relevant communication threads within Bonzo. If needed, the integration can be easily removed by clicking the corresponding option.

    

   

    

3. For the universal email integration, click "Integrate," sign in using your email and password, and use the preset options for providers like Gmail (non-Google hosted), Outlook, Yahoo, or Zoho. If your provider is not listed, you can manually configure the integration by clicking on the pink link below.

    

   

    

   Once set up, the integration functions similarly to the Google and Microsoft options, ensuring that your emails are consistently managed within Bonzo.

    

4. Click on the pink button at the bottom of the page labelled, "Manage your email signatures" to import and manage your signatures.

   

    

5. From this new tab, you can create and store multiple email signatures tailored to your needs. Click on "Create email signature" to get started.

    

   

    

6. Next, name your signature and check, "Set as primary," if you want to make it your default signature.

    

   

    

   After clicking "Create," you can choose to either "Create your signature from scratch" by drafting it directly in Bonzo, or "Import your email signature" by uploading a pre-created signature from your email into Bonzo.

    

   

    

7. If you choose to import a signature, simply copy and paste the provided link into the "Send To" field of a new email, leaving the subject line blank. In the body of the email, include only the signature you wish to import.

    

   

    

   After sending the email, the signature will be imported into Bonzo within a few minutes and will be viewable on the email signatures page.

    

8. Finally, at the top of the page you have the option to begin "Domain Authentication."

    

   

    

   By setting up a custom marketing domain, you can significantly improve email deliverability and present your messages as branded communications from your company. Please click on the link below to learn more about what you need and how to authenticate your domain.

Note: To learn more about Domain Authentication, click on the links below:
Communication Settings: Domain Authentication
Email Deliverability: Best Practices & Tips

Verification Hub

Verification is the process of registering your Bonzo phone number with your business (Level 1, or “Brand” verification) and your messaging use case (Level 2, or “Campaign” verification) with the carriers. This mandatory process ensures the reliable delivery of your messages to your prospects, facilitating seamless communication. As we will explore in this guide, verification submission is straightforward but requires careful attention to ensure prompt approvals. Our team is available to assist you with any questions or concerns about the process.

To learn more about how to get your company verified, including a step-by-step guide with video walkthroughs, best practices, and a FAQ, please click on the link below to be directed to our dedicated Verification article.

Note: to learn more about Verification, click on the link below.
Communication Settings: Verification

Call & Text Routing

This feature allows Team Leads, to route calls and texts from new leads to team members based on specific criteria like state location, area code, or source, offering enhanced flexibility. For example, if you have a Loan Officer dedicated to Texas loans, you can use this feature to route any incoming lead from Texas directly to them. Below, we outline the steps to set this up correctly.

1. From your dashboard, navigate to "Settings" and click on "Call & Text Routing" under the "Communication tab. As a reminder, this tab is only visible to Team Leads.

    

2. Click the "+ Add group" button either in the middle of your screen (if no routing groups exist) or in the top right corner of your screen.

    

   

    

3. Next, define your routing groups by selecting a specific campaign or team member from the dropdown menus to direct incoming leads. Note that if the selected campaign has "round robin & access" enabled for team members (as configured in the campaign settings), this will override the team member assignment specified in the routing group.

    

   

    

    

   You also have the option to set a "daily limit" in each group if you want to restrict lead volume assignment.

    

4. Click the pencil icon to edit the group and create conditions for the specific campaign and/or team member assignment. You have the option to route based on phone, area code, state, and source as well as filtering based on various action types. For example, you can select "state is equal to Alaska" so only leads for that state are routed to a specific Team Member.

    

   

    

   You can add multiple conditions for each routing group, but keep in mind, the conditions function with "AND" login. This means that if two conditions are added to one routing group, both conditions must be true for the group to route the leads properly.

    

   

    

   For example, if you want leads who live in Alaska and originate from Zillow, you would set up two conditions in the routing group: "state is equal to Alaska" and "source is equal to Zillow." This way, all leads from Alaska and sourced through Zillow will be routed to a specific team member.

    

   

    

5. Once you've added all the appropriate conditions, click "Update." You will now see your group with the appropriate assignee and conditions established. Click "Save" routing to implement that new routing group.

    

   

    

6. If creating multiple groups with conditions, you will need to verify the groups are in proper order top to bottom to ensure leads are routed properly. Unlike conditions, routing group logic functions as "OR" statements. This means if the lead doesn't match the conditions of the first group, it will move to the next (from top to bottom) until the lead matches a condition. It is best practice to put the routing group with niche conditions at the top and more vague conditions at the bottom to ensure the leads are routed properly.

    

   

    

    

   For example, if you want to assign leads from Zillow in Alaska to a specific team member and all other Zillow leads to another team member, you should prioritize the routing group with the condition "state is equal to Alaska" above the group with the condition "source is equal to Zillow." This ensures the routing works as intended. If the order is reversed, with Group 2 (Zillow leads) first and Group 1 (Alaska leads) second, the leads would always be routed to Group 2, as it applies to all Zillow leads, preventing Group 1 from receiving the correct leads.

    

7. Once you've added and ordered the appropriate groups, click the pink "Save" button to implement this routing.

Communication Settings in Bonzo offer comprehensive tools to enhance and manage your interactions with contacts via email and your Bonzo number. The settings include essential features such as verification and call & text routing. Additionally, the Voice & Messaging tab allows you to choose and manage your Bonzo number, while the Email tab facilitates seamless email integration and signature management. These features collectively ensure that your communications are professional, consistent, and effectively delivered, supporting your daily operations.

Note: To learn more about Bonzo's settings, click on the link below.
Settings: General Overview