Create a Pre-call Policy

Austen Brockman
Austen Brockman
  • Updated

Use Pre-call Policies to customize the data collected from requestors prior to the call taking place.

Step 1: Add a field

Navigate to Configuration > Company > Customize > Custom Fields and Forms > Fields. Click Create Field.


In the popup box, ​select the type of field to use, and add additional information as needed. For more in-depth information about creating a field, refer to this article: Creating a custom Field & Field Types Explained



Step 2: Create the Pre-call Policy

From the Fields screen, click Pre-call. Click Create Pre-call policy.  


A pop-up window will appear. Name the policy and add a description (optional). Click Create Form Policy.


In the Pre-call Form Policy viewer, click +Add Field to Form to add new fields to this policy.  Select the field (which you created in step 1) and then set the requirements for how this field should behave - whether it is required, should be included in the IVR call flow, and should be included in the invoice. 

Click Add field Configuration to save.


Step 3: Add an External Note (Optional)

The 'External Note' field can be used to provide instructions to the user (interpreter or requestor) who is filling out the form:

Additionally, the same field can have a different external note/ instructions for different pre-call policies.

Step 4: Add accounts/requestors to this policy

Once you have added the required fields, you can add accounts and individual requestors to this new policy in the Policy Members tab. There is a tab for both Accounts and Requestors. To add a new member, click the Add Accounts or Add Requestors button, depending on the screen.  You can also view accounts or requestors already assigned to a policy on this screen.


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