The Communications Tab in Firm Preferences utilizes the Neos Texting premium feature and Phone Integrations. The Communications Tab will only be visible when the Neos Premium Texting feature has been purchased OR both the RingCentral and Zoom Phone integrations are enabled. If your firm has enabled the RingCentral AND Zoom Phone integrations, the following Phone Integrations section will be available.
Contact your Customer Success Manager or [email protected] to request this paid integration.
NOTE: You must have Modify permissions to General > Firm Preferences to make changes.
This section contains options for configuring the firm's default phone integration (RingCentral or Zoom) when both are enabled in Settings > Integrations. RingCentral will be selected as the default. Your firm does not need to have both phone integrations configured but if you choose to keep both, this section allows you to toggle the currently active integration in Neos.
When Zoom Phone is selected in Firm Preferences, your changes will automatically be saved. Clicking the phone icon at the top of Neos will prompt you to log in to the Zoom Phone widget.
Zoom Intake Auto-Creation
When an incoming phone call is received using the Zoom Phone Integration, for a caller that does NOT match in Neos, an Intake can be automatically created after the call is disconnected. When the Enable Auto Intake Creation setting is toggled "on", the Set Staff field will be visible, allowing you to select the specific Neos user(s) to which this setting will be applied.
This new setting will disable the + New Intake button on the Zoom Phone Integration widget, and create & save a new Intake with the following details.
Phone (Party-1) – Sets the Phone Type to "Mobile" and populates the caller's phone number in the Number field.
Last Name (Party-1) – Populates the caller's name, which may display as "WIRELESS CALLER".
Intake Primary Staff – Populates the current Neos user.
The new Intake will automatically open in a new tab. The phone call is logged in the Communications Center and will be automatically linked to the Intake.
NOTE: This setting will be toggled "off" by default.
A new option has been added to "Set Call Queue". When selected, call queues can be created by clicking the + button. Call queues must be 3-6 digits in length to save changes. Call queues on #2 or greater can be removed. Call queues must be configured in Zoom.
Zoom Internal Call Filtering
When a call is received (inbound) or initiated (outbound) and completed from/to a Zoom account in the same organization, a Call Log or Intake will NOT be created if the Zoom Internal Call Filtering slider is "on". Regardless of the Staff Profile > Advanced setting for "Open call logs in a new tab", when this setting is enabled AND an inbound or outbound call from the same Zoom account is completed, the call log will not be created.
NOTE: This setting will be toggled "off" by default.
