User Starter Guide

What are e-lines?

e-lines are URLs that can be used to start a video call from any online channel.

This is how it looks like for your customers:

Types of e-lines

There are 2 types of e-lines:

• User lines - calls the owner of the e-line directly

• Team lines - rings multiple team members at the same time

If your Organization Manager adds you to a Team, you will get calls at the same time as your team members. The first person to pick up will get connected.

Receiving and Answering Calls

Logging in to your account

When your organization manager creates an account for you, you will receive an email with your login credentials. You can login to your account here.

If you’re having trouble logging in you can reset your password or contact support.

Answering a call

When you receive a call you will see a ringer pop up like the one below:

If your organization has contact information forms enabled, you will see the contact details your caller has input. Click on an answer option to answer the call.

In order to receive calls, you need to be logged in on either:

• 11Sight’s browser application and have it open in a tab, or

• 11Sight’s iOS or Android application.

Helpful Tools for Answering Calls

Having trouble finding which tab the call is coming from?

Download the Chrome extension! This extension will pull the tab with 11Sight to the front when you receive a call so you don’t have to search for it.

You don’t need to configure anything, just download the extension and it’s ready to go.

The extension won’t work if the 11Sight tab is minimized.

Do you forget to keep a tab open with 11Sight?

You can configure 11Sight to open up when you open Chrome. Navigate to Chrome settings > On startup and add app.11sight.com under Open a specific page.

Doing a Test Call

It is important to test that your system and devices are set up correctly, so you don’t run into issues when you start answering calls from prospects and customers.

Finding Your Call Link

There are several ways to call yourself, but for this test we will be using Short URLs.

First navigate to Campaign Management > Short URLs from the side menu.

Next click on the icon you see here to start the call in a new tab:

Once you start the call, your devices will start ringing. If you’ve downloaded the Chrome extension, the browser will automatically switch to the tab the call is coming from.

After the Call Connects

After the call connects you will see several options in the left-hand menu.

Side Panel

There is a side panel that will appear on the right hand side. Here you can chat with your caller, send files (size limit 25MB) and view their contact card (only visible with the HubSpot integration).

Availability

Availability Schedules

You can set a schedule for your available hours, so you don’t receive calls outside of those times.

To do so, navigate to Availability from the side menu.

Here, you can set yourself available between a window of time or for the entire day.

Don’t want to get distracted by an 11Sight call?

In another meeting? Turn your availability off.

You won’t get any calls when you are set as unavailable.

You can turn it off by using this switch on the top right corner:

Missed Calls

Greetings

In the event that your miss a call, your callers will see a greeting message. You can configure your own message which can contain a text, a video and a button to your calendaring tool.

Here you can see a sample greeting message.

Here you can see the button in action:

You can configure your own greeting by navigating to Greetings from the side menu. Here you will see an option to set greeting messages for when you are available and unavailable.

History

All calls, missed or answered, will appear in your history. Navigate to History on the side menu and you will see a list of all of your calls to date.

Click on More to display additional information about the call such as; Form Information, Attachments, Call Recordings and Chat History.

Block Spam Callers

You can block spam callers by clicking on See Full Details and then on Block this Caller.