Configure how live-transferred and future-scheduled demos and decision calls that SDRs set are distributed. This includes the ability to create lists of receiving reps based on lead and/or SDR criteria and the ability to make these demo / decision call transfers happen automatically based on your configurations without SDRs having to select the receiving reps.
Also allow reps to live-transfer calls to any numbers outside of Sellfire.
Live-transfers and future-scheduled events
Navigate to System Configuration > Transfers and Routing > Event Transfer Rules, and select either the LIVE TRANSFERS or FUTURE BOOKINGS sub-tab. Live-transfers happen when a prospect stays on the line while reps transfer them to another rep to run a demo or decision call. Future-bookings happen when reps confirm with prospects future times that they will be available to talk for longer periods of time.
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1) Select live transfers, future bookings, or settings |
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2) Add a new rule. |
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3) Drag and drop rules in the order that you want them to be attempted. |
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4) Toggle the rule on and off. |
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5) Edit or delete an existing rule. |
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6) Determine what to do if none of your rules apply or if there aren’t available reps in your rules. |
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7) Select which reps to include in your backup pool. |
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8) View and reorder the backup pool by dragging and dropping. |
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9) Determine if you would like to manually rank the backup rep pool or have Sellfire dynamically rank based on set, hold, or close rate metrics from previous time periods. |
* If you would like SDRs to manually select themselves for future scheduled demos (so they can confirm demos are holding before live-transferring them to AEs) and Sellfire to automatically select AEs for live-transfers, this can be configured in the SETTINGS section (more details below).
Creating and editing rules
Once you click Add Transfer Rule (per bullet 2 above) or Edit next to an existing rule (per bullet 5 above), you will be taken to a page where you can configure your new or existing rule.
Rep or lead-based rules
Configure whether you would like rules to be based on the site(s), team(s), and or rep(s) that are scheduling the demos or any lead criteria from both system and your custom fields.
For example, if you would like demos that are scheduled by SDRs on a specific team to go to a specific group of AEs, you can create a rep-based rule to make that happen. And, if you would like all leads in the Real Estate industry to go to a specific group of AEs, you can create a lead-based rule for that.
Round robin or highest performing rep distribution
Determine if you would like the demos to be distributed to reps in your list evenly or if you would like the highest ranking available rep in your list to be attempted first to improve your chances of making a sale.
Highest performing rep distribution
If distribution by rank is selected for automated live transfers, the highest ranked available rep in your applicable rules will always be attempted first when an attempt is initiated. If they are not available, do not answer, or decline the transfer, the transfer will go to the next-highest ranked rep in your rule and will continue down the list until all reps in your rule have been attempted. Then, if you have configured the attempt to cycle through all reps in your rules multiple times, the highest ranked available rep will be attempted again to begin the new cycle.
Note: we typically recommend performance-based distribution to maximize your company-wide sales results. We are happy to consult with you about your specific use case.
Select criteria
If you have selected a rep-based rule, select rep email addresses, teams, or sites that you would want to use to trigger this rule.
If you have selected a lead-based rule, select from the system fields listed below or any of your custom fields that you would like to use to trigger this rule.
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Select and rank receiving reps
Determine which reps that you would like to receive these demos and in what order. The functionality for this is the same as in the global rules per bullets 7 through 10 in the screenshot above.
If you have selected manual demo distribution in your global rules, the list of reps that will appear in the list your SDRs are presented will always be all reps in your organization. If you have selected automatic demo distribution, Sellfire will automatically select a rep per what you have configured in this rule.
Click Create Rules (creating new) or Save Rule (updating existing)
Settings
Navigate to System Configuration > Transfers and Routing > Event Transfer Rules, and select the SETTINGS sub-tab.
Hold music prospects will hear during live transfers
After reps select the Transfer Demo option and before they merge the prospect back into the call with themselves and the other rep, select if you would like prospects to hear the default Sellfire hold music, no hold music, or custom audio that you upload. If you upload custom audio, it must be either a .mp3 or .wav file type, and it is recommended that the file size is under 10mb to ensure speedy loading. Once the end of the audio is reached, it will loop back to the beginning and start again.
How long each rep will have to answer when live transferring
Determine how long each rep in your applicable rules will be attempted prior to moving to the next rep in the list.
Number of cycles
Determine how many times (1 - 5) all available reps in your applicable rules will be cycled through before moving to the backup pool (if you have configured the backup pool), and then if no reps answer, prompting the SDR to schedule a future demo when reps are available.
To what types of reps AEs and SDRs can live transfer
Determine if AEs can live transfer to other AEs and/or SDRs; if SDRs can live transfer to other SDRs.
Manage live transfer and future booking automated vs. manual rep selection separately
Separately determine if you want Sellfire to automatically transfer to (based on your configured rules) or reps to manually select reps for live transfers and future bookings. Configure these by specific reps.
Use case: If you would like SDRs to schedule future demos for themselves so that they can confirm the demo is holding at the time of the demo prior to live transferring it to an AE, you would select:
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- Under the LIVE TRANSFERS tab, set up your custom Transfer Rules to route to the applicable AEs.
- Under the FUTURE BOOKINGS tab, create custom Transfer Rules that include your SDRs and/or select “Expand list of reps to include all permissible reps in your organization.”
- Under SETTINGS > Live Transfers, move your AEs to the Automated column (shown below).
- Under SETTINGS > Future Bookings, move your SDRs to the Manual column (shown below).
- Select Yes under “Allow SDRs to book demos with SDRs” (shown below).
Determine which specific reps' live demos are manually vs. automatically transferred
If you would like some reps' demos to be automatically transferred (per your configured transfer rules) and other reps to manually select reps to whom they will transfer demos, move them to either the Manual or Automated sections (shown below). This can be managed separately for live and future event transfers. All reps will always be included in one of those sections.
Allow SDRs to book future demos on other SDRs’ calendars
If you would like SDRs to be able to book future demos on either their own or other SDRs’ calendars, toggle this on.
Live-transfer AE availability
Once the SDR clicks the Transfer Demo button in the call results flow, Sellfire will check the current statuses of your AEs. Reps can see their current Sellfire statuses (shown below) at the upper left of their screens under their profile pictures in the left navigation bar. If the automated live transfer is turned on, Sellfire will use these statuses to determine if reps in your applicable Transfer Rules are attempted.
These statuses are also used to determine rep availability in the Inbound Concierge Call Now functionality.
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Idle / Available: Active in Sellfire and available to receive a transfer. The following actions move reps to the Idle / Available status:
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Offline: Not active in Sellfire and not available to receive a transfer. The following actions move reps to the Offline status:
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On a Call: Active in Sellfire, but on another call and not available to receive a transfer. |
Transfer live calls outside of Sellfire
If reps need to transfer live calls outside of Sellfire (for example, transferring customers to your Support or Onboarding teams), you are able to configure the ability for them to live transfer those calls to any phone number through the call results flow on the right side of their current call screens.
Enablement configuration
To turn this on for reps, navigate to System Configuration > Transfers and Routing > Event Transfer Rules > Settings and scroll down to the bottom of the page.
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- (1) Turn the Allow External Transfers toggle on.
- (2) Select the reps that you would like to be able to live transfer calls externally.
- (3) Click the arrow to move them to the Reps allowed to make external transfers column.
Rep experience
Once toggled on for the rep in the configuration described above, this flow can be completed either before or after the rep confirms a call result, including a sale call result, which enables reps to live transfer calls to your Onboarding teams immediately after they process sales.
Pre-sale
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- In the first step of the call result flow on the right side of the current call screen, choose either Decision Maker, Non-Decision Maker, or Decision Maker via NDM.
- Click Transfer To External Number.
- Type in a 10-digit phone number into the phone number field, and click TRANSFER.
- If the transfer is unsuccessful (no one picks up, voicemail), the rep can click Back or Cancel Transfer to try again.
Similar to the internal SDR to AE event transfer flow, once the transfer is initiated, the prospect/customer will be put on hold while the rep connects to the outside number. The rep will then be able to merge the prospect/customer back into the call, after which all three parties (rep, prospect/customer, outside number) will be on the call.
- When the rep hangs up, the prospect/customer and outside number will remain on the call, and the rep will be prompted to select a call result.
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Post-sale with the customer still on the call
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- The customer must still be connected to the live call to complete this flow.
- After clicking CONFIRM SALE in the final page of the Make Sale flow, click Transfer To External Number.
Clicking the CONFIRM SALE button will send the mapped sale data via any connected integrations.
- Complete steps 3-5 in the Pre-Sale flow described above.
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Transfer outside of Sellfire reporting
A “Call End Reason” column has been added to the Dashboard Coaching view metric drill down table and Lead Detail > Result History tables. This will detail how each call was ended with the following options:
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- External Transfer - The rep transferred the call to a number outside of Sellfire.
- Internal Transfer - The rep transferred the call to another rep in Sellfire.
- Not Applicable - Calls that were made before the release of this field and calls where the prospects’ side of the call did not connect before the rep hung up will not have a specific reason.
- Prospect Hung Up - The prospect hung up the call first.
- Rep Hung Up - The rep hung up the call first.
