Advisor app
A new customer rings the advisor's phone, even with the screen locked
Installing and using the Dzwonek app every day on Android and iPhone.
The phone has a single app, Dzwonek: you accept the customer and see the number only after accepting.
What the app does
When a new lead with a phone number arrives in the CRM, the system rings the advisors one after another. The phone rings and a screen appears, as with an ordinary call. You see what it is about (product, source) but not the customer's number.
- You press Accept: the customer is assigned to you, and only then do the number and the call button appear.
- You press Hand over or do not react: after a few dozen seconds (set by the administrator) the ring moves to the next advisor.
- If nobody accepts over several rounds, the customer stays in the Waiting for us bar without an owner, and after 10 minutes the system warns the administrator.
Two advisors cannot accept the same customer: the second one gets a message that the customer is already taken.
The app also has: My customers today, Waiting for us, Approval (approving messages to customers), on-call duty, reply templates with a language model suggestion, the How did it go survey after a call, and SMS sent from your number.
Android
You need: Android 8 or newer and a CRM account.
- On the phone, open
https://<instance address>/panel/dzwonek.apk(the administrator sends it in a message). - Allow the browser to install from this source (Android asks once) and install the file.
- Start FluxCRM Dzwonek and sign in with the same login and password as in the panel. If the account has 2FA, enter the code.
- Accept the permission requests and set on the phone: - notifications: allow, including full-screen ones, - display over other apps: the ring must appear over the lock screen, - battery: set "unrestricted" for Dzwonek (otherwise the phone maker puts the app to sleep and the ring will not arrive), - phone calls: lets you place a call from the customer screen with one tap.
- Test the ring: the administrator sends a test submission with your number (or a manual ring to a test opportunity), and you lock the phone and wait for it to ring.
The app starts together with the phone and checks for updates on the CRM server by itself. Shortcuts: shaking the phone accepts the customer, turning it face down for a second hands it over.
Phones from some makers (Xiaomi, Huawei, Oppo) have an extra "autostart manager": add Dzwonek there, otherwise listening will not start after a restart.
iPhone
You need: iOS 16.4 or newer and Safari. The app works as a PWA (a page installed on the home screen), so it does not need the App Store.
- In Safari (not Chrome) open
https://<instance address>/panel/iphone.html. - Tap Share (a square with an arrow) and choose Add to Home Screen. Leave Open as Web App on.
- Open Dzwonek from the icon on the home screen and sign in with your CRM account.
- Tap Turn on notifications and choose Allow. The iPhone asks only once.
- Tap Test ring in 10 s, lock the phone and wait for the notification.
Settings that guarantee delivery: Settings, Notifications, Dzwonek: turn on Sounds, Lock Screen and Banners (the "Persistent" style). In a focus mode (Do Not Disturb, Work) add Dzwonek to the allowed apps.
Differences from Android: the notification has no buttons, and a tap opens a screen with large Accept and Hand over buttons. A muted phone will not play a sound, but the notification appears on the lock screen. Every 30 days you must sign in again; after signing in you go straight back to Dzwonek. The app icon shows a counter of waiting customers.
Troubleshooting
| Symptom | Cause | What to do |
|---|---|---|
| The ring does not arrive with the screen locked | battery saving or a focus mode | battery and notification settings as above |
| Android shows "app stopped" after a restart | autostart blocked by the phone maker | add Dzwonek to autostart |
| The iPhone does not ask for notification consent | the app was opened in Safari, not from the icon | open it from the icon on the home screen |
| A sign-in request after a few days | the session expired (30 days) | sign in again |
| Customer "already taken" | a colleague accepted them earlier | this is correct behaviour, open Waiting for us |
| No rings at all | rings are off in the instance, or your account is not on the advisor list | ask the administrator to check the [dzwonki] section |
What the app knows about you and customers
The app connects only to your company's CRM server, you sign in with your CRM account, and it has no account of its own and no third-party analytics. Details and the list of data: security and GDPR. Notifications on iPhone and in Chrome pass through the operating system maker's services (Apple, Google), but their content is encrypted with the device's key (RFC 8291), so the intermediary cannot read it. With the native Android app, listening goes straight to the CRM server.