Articles
How to Add a New Contact in Gridlex Zip?
In Gridlex Zip, there are multiple ways to add contacts: manually, by importing, or through the organization page. This guide will specifically explain the process of adding a contact manually. Step 1: Log in to the Gridlex App Suite and click on 'Contacts' located under the Zip section. Step 2: Once you're on the Contacts page, you'll see an option to “Add Contacts.” Click on it to proceed. Note: The availability of this feature depends on your assigned permissions. If you don’t have the permission to view or add contacts, you'll be unable to do so. To obtain access, please reach out to your enterprise admin. Step 3: A form will appear, prompting you for the contact's information. Take the time to input details such as the contact name, title, notes, contact methods (like phone or email), address, and any other relevant information. Step 4: To affiliate an organization to the contact, search for the organization in the search bar and select it. Step 5: Scroll down to find options for mapping your new contact. Choose the correct forms, opportunity templates, and activity templates for the contact. Once done, click on the “Submit” button to save the contact. Step 6: Your contact has been successfully added to Gridlex Zip. Should you need to make any changes in the future, remember you have the flexibility to edit this contact's information anytime you want. Now, you're adept at manually adding contacts within the Gridlex Zip platform. If you're interested in other ways to manage contacts, such as importing and adding multiple contacts at once, follow this guide: How to Import Contacts in Gridlex Zip? If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Oct. 4, 2023, 10:12 a.m.
International Availability and Capabilities of Gridlex Phone Numbers
Gridlex offers a comprehensive suite of globally accessible phone numbers equipped with both Voice and SMS capabilities. Voice and SMS Dual-Functionality Numbers Gridlex provides numbers from certain countries that facilitate both making and receiving calls, as well as sending and receiving texts. These numbers can be configured to allow international calling and texting. Note: Please be aware that all SMS-capable numbers from Gridlex can facilitate the sending of one-way SMS messages to international destinations, except for the United States, which is restricted to receiving SMS only from numbers within the US and Canada. For assured two-way communication (enabling the receipt of messages from end users), it is necessary to utilize a number that originates from the recipient's country. Country Phone Number Type Receive Domestic Calls Only? Australia Mobile No Austria Mobile No Canada Local No Denmark Mobile No Finland Mobile No Germany Mobile No Israel Mobile No Netherlands Mobile No Poland Mobile No Puerto Rico Local No South Africa Mobile No United Kingdom Mobile No Voice-Enabled Only Phone Numbers Gridlex provides phone numbers in the following countries that support both making and receiving voice calls. Country Phone Number Type Receive Domestic Calls Only? Argentina Local Yes Australia Local Yes Austria Local No Austria National Yes Barbados Local Yes Benin Mobile No Bosnia and Herzegovina National Yes Brazil Local No Bulgaria Local No Chile Local No Colombia Local No Croatia Local No Cyprus Local No Czech Republic Local No Czech Republic National No Dominican Republic Local No Ecuador Local No El Salvador Local Yes Estonia National No Germany Local No Ghana Mobile No Greece Local No Grenada Local No Indonesia Local No Ireland Local No Israel Local No Israel National Yes Japan National No Kenya Local Yes Macau Mobile No Mali Local No Mauritius Mobile No Mexico Local No New Zealand Local No Panama Local No Philippines Local No Romania Local No Slovenia Local No South Africa Local No South Africa National Yes Switzerland Local No Thailand Local No Tunisia National Yes Uganda National Yes United Kingdom Local and National No What is a national number? In various countries, Gridlex provides national phone numbers, also known as non-geographic phone numbers. These numbers are part of designated ranges that allow them to be accessible across the entire country at the same cost as a local call, regardless of where the call is made within the country. National phone numbers are distinct from geographic phone numbers in that they do not correspond to specific areas such as Paris or Barcelona. Instead, they are identified solely on a country-wide basis, without any local area connection. It's important to note that in some countries, these national numbers can only be accessed domestically, although this restriction depends on the calling party's phone service provider. SMS-Enabled Only Phone Numbers In certain countries, Gridlex phone numbers have the capability to send and receive SMS messages. Note: Please be aware that while all SMS-capable Gridlex numbers can send messages to international destinations, two-way messaging (the ability to receive replies from recipients) requires the use of a phone number from the recipient's country. Country Phone Number Type Australia Mobile Chile Mobile Czech Republic Mobile Estonia Mobile Hungary Mobile Israel Mobile Italy Mobile Lithuania Mobile Philippines* Mobile Poland Mobile Portugal Mobile Switzerland Mobile Sweden Mobile United Kingdom Mobile Note: Although global SMS-capable numbers typically reach international destinations, sending messages to +1 destinations (US and Canada) is not supported. Attempts may result in a 400 error response, accompanied by error code 21612. *Philippines Mobile: For messages sent to Philippines numbers using Gridlex's Philippines numbers, only Peer-to-Peer messaging is allowed. Toll-Free Phone Numbers Gridlex provides toll-free phone numbers primarily for receiving voice calls, available in the countries listed. These numbers can be dialed from within the country and are inaccessible from payphones. However, US Toll-Free numbers are an exception; they can be reached from both the US and Canada and also support SMS messaging. Country Phone Number Type Receive Domestic Calls Only? Argentina Toll-Free Yes Austria Toll-Free Yes Botswana Toll-Free Yes Bulgaria Toll-Free Yes Canada Toll-Free Yes Colombia Toll-Free Yes Czech Republic Toll-Free Yes Denmark Toll-Free Yes Finland Toll-Free No Hong Kong Toll-Free Yes Indonesia Toll-Free Yes Israel Toll-Free Yes Japan Toll-Free Yes Mexico Toll-Free Yes New Zealand Toll-Free Yes Peru Toll-Free Yes Philippines Toll-Free Yes Romania Toll-Free Yes Slovakia Toll-Free Yes Thailand Toll-Free Yes Uganda Toll-Free Yes United Kingdom Toll-Free Yes United States Toll-Free Yes Venezuela Toll-Free Yes What is a toll-free number? Toll-free numbers are primarily intended for domestic inbound voice calls. It's important to note that although these numbers can make outbound calls within the US and Canada, they do not support international outbound calling. Expanding Reach Gridlex is continuously working to extend its services to additional countries, adhering to each country's regulations on the sale and purchase of telephone numbers. We are committed to expanding our availability as swiftly as possible but cannot provide specific timelines for when numbers in new countries will be accessible.
Published | March 12, 2024, 7:17 a.m.
How to Set Up a Phone Connection in Gridlex Zip?
Follow the steps mentioned below to learn how to set up a phone connection in Gridlex Zip. Step 1: Log in to Gridlex and click on the “Helpdesk” tab located under the Zip section in the menu bar. Step 2: After clicking on the "Helpdesk" tab, you will be redirected to the Shortcuts page. Here click on “Buy a Phone Number” located under the inbox management section. Step 3: Fill in all the required details, such as selecting the desired inbox, choosing the country, and specifying the capabilities you want for the phone connection. Once you have filled in the information, click on the "Search" button. Step 4: A list of available phone numbers will be displayed on the page. Browse through the list and select the number that meets your requirements. Once you have chosen the desired number, click on the "Buy" button to initiate the purchase. Step 5: You will be prompted to name the phone connection. Enter a suitable name and then click on the "Confirm Buy" button to complete the purchase. Congratulations! You have successfully set up a phone connection in Gridlex Zip. You can now make and receive calls using the purchased phone number. If you’re wondering how to make calls in Gridlex Zip, click here. If you encounter any issues during the process or have any further questions, feel free to reach out to the Gridlex support team at apps@gridlex.com.
Published | Aug. 23, 2023, 8:46 a.m.
How to Send and Receive SMS in Gridlex Zip?
In a helpdesk system, sending and receiving SMS is crucial for providing efficient and effective customer support. It helps organizations to communicate with customers in real time and improve response times, customer satisfaction, and overall productivity by enhancing communication, providing a convenient support channel, and integrating with other support channels. In this video, we will show you how to send and receive SMS in Gridlex Zip. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 7:10 a.m.
How to Use Predictive Dialer in Gridlex Zip?
A Predictive Dialer in a helpdesk streamlines support processes, reducing wait time and increasing the number of calls made by agents. It helps improve customer satisfaction by reducing missed and abandoned calls and connecting agents to the right customers. Real-time reporting and analytics provide insight into call activity and agent performance. The Predictive Dialer is a valuable tool that helps organizations provide effective and efficient customer support, enhancing customer satisfaction and overall productivity. We will show you how to use the predictive dialer in Gridlex Zip in this video. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 7:19 a.m.
How to Utilize Voice Broadcast feature for Efficient Customer Support?
The Voice Broadcast feature is crucial for efficient customer support, allowing organizations to quickly reach many customers or stakeholders. It automates the delivery of important information or notifications, improving response times, communication, and customer satisfaction. The feature saves time and reduces manual effort by automating voice message delivery, providing a powerful and efficient way to communicate with customers and stakeholders, improving response times and customer satisfaction, and reducing the time and effort required to support customers effectively. In this video, we'll demonstrate how to use Gridlex Zip's Voice Broadcast feature for effective customer support. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 8:06 a.m.
How to View Incoming Voicemail Recordings And How to Configure Voicemail to a Particular Phone Connection?
In a helpdesk system, viewing incoming voicemail recordings helps to ensure efficient and effective customer support by allowing support teams to listen to customer messages, gather information, and respond promptly. This improves communication and coordination between support teams and leads to better customer satisfaction. Viewing voicemail recordings within the helpdesk system simplifies the support process. Configuring voicemail to a specific phone connection in a helpdesk system is crucial for efficient customer support. It routes voicemails to the appropriate team member, improving communication, coordination and customer satisfaction as inquiries are handled efficiently. This also simplifies the support process and reduces the need for multiple systems. In this video, we'll demonstrate how to view incoming voicemail Recordings and configure voicemail to a particular phone connection in Gridlex Zip. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 7:35 a.m.
How to Ensure Your Calls Aren't Flagged as Spam: Best Outreach Practices
Cold calling has long been essential for businesses to reach potential clients. But the rise of spam calls is making it difficult for businesses as customers are more suspicious and conscious when answering unknown calls leading to low call connect rates. The Federal Communications Commission (FCC) has recognized this issue and introduced new regulations to crack down on spam and scam calls. Companies relying on phone outreach must swiftly adapt to the FCC's guidelines in this new regulatory environment. Failure to comply could lead to legitimate business calls being mislabeled as "Spam Likely" or "Scam," seriously hindering outreach efforts. This guide will help you understand this new landscape, ensuring your calls reach the intended recipients without negative labeling. How to Avoid Being Flagged as Spam? To ensure your outbound calls reach your customers with genuine caller IDs, it is essential to validate your number that you purchased on the Gridlex platform. You can do this by registering the number on Free Caller Registry. This one-stop portal quickly sends your details to analytics firms like First Orion, Hiya, and TNS. This helps build a positive reputation for your numbers with the major U.S. wireless carriers, ensuring that your legitimate calls aren't mistakenly marked as spam or scam. Once you've registered, each analytics service provider, such as First Orion, Hiya, and TNS, will send you a confirmation notification. They will individually check the information you've submitted and keep in direct contact with you. Although this process simplifies registration, going directly to the analytic provider can lead to quicker registration and more efficient call delivery, allowing you to connect with your customers faster. While this helps legitimize your numbers, you must still be cautious in your outreach activities. Engaging in spam-like behavior, even after registration, may cause your calls to be flagged as spam. Upholding ethical practices and remaining vigilant is essential to maintaining a positive reputation with carriers. Why Are Calls Flagged as Spam: Best Outreach Practices to Follow Telephone carriers set up several safety measures to protect consumers from spam activity. Understanding why calls are labeled as spam is crucial to avoid being marked as suspicious. Here's a brief explanation of the typical triggers: Pattern Recognition: Calls following suspicious patterns, such as quick, repeated dialing, may be flagged as spam. To avoid this, prioritize authenticity in outreach efforts and avoid robotic and mass-dialing. Community Feedback: If multiple users report a number as spam, it can become flagged. So make sure to maintain clarity and honesty in communication. Adherence to Legal Guidelines: It's essential to comply with regulations such as adhering to the national Do-Not-Call Registry, knowing the legal calling times in different states, and identifying yourself and your company on every call. Third-party Analytic Providers: Carriers often work with analytic firms to analyze calling patterns across networks, identifying spam-like behavior. To avoid being flagged, maintain ethical calling practices and clear communication. Avoiding Blacklists: Being on known blacklists may lead to calls being blocked. To prevent this, adhere to ethical practices. Opt-In and Opt-Out Options: Create processes for contacts to opt-in to receive communication via phone and allow them to opt out if they wish. Complying with these preferences helps maintain trust and avoids being marked as spam. Local Phone Number Usage: Using a local phone number can enhance the perception of legitimacy in your calls. Updated Calling Lists: Regularly update calling lists to avoid repeatedly contacting those who don't answer, which may lead to being marked as spam. Adhering to the new FCC regulations is vital for successful phone outreach. By implementing the practices outlined in this guide, businesses can ensure ethical calling, build trust, and avoid being perceived as spam.
Published | Aug. 23, 2023, 8:34 a.m.
How to Use Call Recording Feature in Gridlex Zip?
Step 1: Log in to your Gridlex App Suite account. Step 2: After logging in, navigate to the Inbox & Omnichannel module and click on “Call Settings”. Step 3: In the Call Settings section, click on “Create New Message”. Step 4: Use the provided feature to record or upload the desired voice. For example, you can record a voice message stating, "This call may be used for training and quality purposes." Step 5: After recording or uploading the tone, click on the "Finish recording" button. Review the recording and ensure it meets your requirements. Once satisfied, submit the recording by clicking on the appropriate button. If you want to record the voice message again, click on “Discard” and create a new voice record. Step 6: Navigate back to the "All Voice Messages" section. Locate the recorded file you just submitted. Fill in all the required fields for the call recording. Select the inbox where you want this call recording to play, select the connection where you will utilize this recording and then click on the "Call Recording" option. Double-check that all the fields are filled correctly. Step 7: Once you have filled in the required fields, click on the "Submit" button. This will activate the call recording feature. From now on, the recorded message will play each time you connect with a prospect. You can repeat these steps to activate the voicemail feature as well by creating a separate voice message for voicemail and configuring the necessary settings. Remember to save any changes and ensure that the recorded messages and settings are configured correctly before using the call recording and voicemail features in Gridlex App Suite.
Published | Aug. 23, 2023, 8:42 a.m.
How to Use the Auto Dialer in Gridlex Zip?
The auto dialer in a helpdesk system streamlines support processes and improves call efficiency by reducing wait time and missed/abandoned calls, leading to higher customer satisfaction. It also improves call management by connecting agents to the right customer at the right time. It provides real-time reporting and analytics to track call activity, agent performance, and customer satisfaction. Using an auto dialer helps organizations provide efficient and effective customer support, improving overall productivity and customer satisfaction. We'll show you how to use the auto dialer in Gridlex Zip in this video. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 7:07 a.m.
How to Create Pre-Call Recording Message in Gridlex Zip?
Creating a pre-call recording message in a helpdesk system helps provide professional and informative customer support. It sets expectations for the call, provides important information like recording consents, office hours and business details, and improves customer satisfaction by ensuring efficient and effective handling of calls. The pre-call recording message can be customized to meet the organization's specific needs. This leads to better customer support and effective management of customer inquiries. In this video, we'll show you how to create a pre-call recording message in Gridlex Zip. If you need any help with any feature, data migration of your old data, or anything at all, just email apps@gridlex.com and our team will be here to help you. Remember, that one of Gridlex’s core values is Customer Success. We want you to be successful.
Published | Aug. 23, 2023, 8:25 a.m.
How to Make Calls in Gridlex Zip?
Making calls in the helpdesk system enhances customer support by allowing support teams to connect quickly with customers, gather information, and resolve issues in real-time. This results in improved communication, coordination, and customer satisfaction. Making calls from within the helpdesk reduces the need for multiple systems, simplifies the support process, and improves efficiency. Follow the steps mentioned below to learn how to make calls in Gridlex Zip. Step 1: Log in to Gridlex and click on the “Calls” tab located under the Inbox & Omnichannel section in the menu bar. Step 2: In the Calls tab, you'll see a list of available inboxes and phone connections. Choose the appropriate inbox and phone connection you wish to use for making the call. Choose the country and type the number you want to dial. Once you are done typing the number, you should see a call icon or a button to start the call. Click on it to initiate the call using Gridlex Zip. Step 3: During the call, Gridlex Zip provides options for viewing and adding activities, profiles, and opportunities related to the contact you are speaking with. These features help you keep track of important information and interactions during the call. For example, you can record the call outcome as an activity. That's it! You have now successfully learned how to make calls using Gridlex Zip. If you encounter any issues or have further questions, don't hesitate to reach out to the Gridlex support team at apps@gridlex.com for assistance.
Published | Aug. 23, 2023, 8:49 a.m.