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Dashboard Section
Dashboard - Master Dashboard
2
How do I listen to active calls?
How do I terminate an active call?
Dashboard - Performance Dashboard - Vendor Tab
7
How do I set up / create a Vendor Performance Report?
How do I change the pricing per lead for each vendor?
How do I add columns for statuses to my Vendor Performance Report?
How do I add custom status groups to my Vendor Performance Report?
How do I add Status Group Formulas to my Vendor Performance Report?
See all 7 articles
Dashboard - Performance Dashboard - Agent Tab
6
How do I set up / create an Agent Performance Report?
How do I add columns for statuses to my Agent Performance Report?
How do I add custom status groups to my Agent Performance Report?
What does the “Show Statuses Progression” option do on the Agent Performance Report?
How do I save my filters for my Agent Performance Report?
See all 6 articles
Dashboard - Performance Dashboard - Agent Status Tab
3
How do I run a report to see my agent’s status times on the Agent Status report?
How do I export my Agent Status Report?
What does the “Others or Untracked” column calculate on the Agent Status Report?
Dashboard - Gamification Dashboard
4
How do I configure my Gamification Leaderboard?
Can I change the metrics on the Gamification Leaderboard?
Why are all of my users showing up on the Gamification Leaderboard?
Why are only some of my users showing up on the Gamification Leaderboard?
Dashboard - Emails Dashboard
2
Where can I see the status of emails sent from a specific Email campaign?
Why are there failed emails on my Emails Dashboard?
Mobile App
0
Lead Management Page Section
Lead Management Page - Add Lead
1
How to Edit Fields in Add Lead Section
Lead Management Page - Mass Actions
9
How do I change the lead owner on leads?
How do I unassign the lead owner on leads?
How to I change the vendor name on leads?
How do I add a tag on leads?
How do I change the branch on leads?
See all 9 articles
Lead Management Page - Filters
6
How do I filter my lead management page by a specific List Upload?
How can I create a saved filter on my lead management page?
How do I delete a saved filter on my lead management page?
Why are there no leads showing up on my lead management page?
How can I filter out leads that have been called and only show leads that haven’t been called today?
See all 6 articles
Lead Management Page - Field Columns
3
How can I add more columns to the Lead Management Page view?
How can I rearrange columns on the Lead Management Page?
How can I copy information from the Lead Management Page?
Lead Management Page - Action Column
5
Can I send a text message from the Lead Management Page?
Can I add a note from the Lead Management Page?
Can I add / update a task from the Lead Management Page?
Can I listen to call recordings from the Lead Management Page?
Can I delete a lead from the Lead Management Page?
Text Messaging Dashboard Section
Text Messaging Dashboard - Filters
4
How can I filter text messages by a specific date?
How can I filter incoming/outbound text messages by a specific phone number or user?
How can I see just unread text messages?
How can I see outbound text messages?
Text Messaging Dashboard - Actions Column
6
How can I reply to a text?
How can I mark a text as read?
How can I view a text thread?
How can I delete a text message?
What is the + symbol in the Actions column?
See all 6 articles
Email Messaging Dashboard Section
Email Messaging Dashboard - Filters
6
How can I filter email messages by a specific date?
How can I filter incoming/outbound email messages by a specific email address or user on the Email Messaging Dashboard?
How can I see just unread email messages?
How can I see outbound email messages?
How can I send a new email?
See all 6 articles
Email Messaging Dashboard - Actions Column
3
How can I reply to an email?
How can I view the email?
How can I view the lead (if any) associated with the email?
Email Messaging Dashboard - Inbox
7
What does the Search box search for on the Inbox page?
Can I mark messages as Read?
Can I reply to emails from the Inbox page?
Can I forward emails from the Inbox page?
Can I delete emails from the Inbox page?
See all 7 articles
Email Messaging Dashboard - Starred
1
How do I add / remove emails to the Starred section?
Email Messaging Dashboard - Sent Mail
7
What does the Search box search for on the Sent Mail page?
Can I mark sent email messages as Read?
Can I reply to emails from the Sent page?
Can I forward emails from the Sent page?
Can I delete emails from the Sent page?
See all 7 articles
Email Messaging Dashboard - Compose
4
Why am I not able to send an email?
How do I select my signature to get applied?
Can I attach files/documents to emails?
Can I CC or BCC email addresses?
Tasks Dashboard Section
Tasks Dashboard - New Task Button
7
Can I create a task for just myself and not a lead record?
Can I add an email to send to others about a task?
Can I assign a task to someone else?
What does the Priority slider do on a task?
What timezone is this task set for?
See all 7 articles
Tasks Dashboard - Task Filters
5
Can I search for tasks based on the name on the task?
Can I filter tasks by due date?
Can I filter for tasks that are past due?
Can I filter the tasks by Branch?
Can I filter the tasks by Teams?
Tasks Dashboard - Task Columns
4
Can I sort my task page by Due Date?
Can I sort my task page by Priority?
Can I filter my task page by User?
Can I filter my task page by Status?
Tasks Dashboard - Actions Column
6
How can I delete a task?
How can I edit a task?
How can I view the task details?
How can I view the lead details associated to the task?
How can I call the lead from the task page?
See all 6 articles
Configuration - Company Info Section
Configuration - Company Information
4
What is the difference between “Company Name” and “Contact Name” on the Company Info tab?
What is the phone number used for on the Company Info tab?
What is the Global Caller ID section used for?
What is the Token?
Configuration - Company Settings Section
Configuration - Company Settings - Company Services
5
How do I enable/disable Call Intercept?
How do I enable/disable Scripting?
How do I enable/disable Chat?
How do I enable/disable IP Restrictions?
How do I add or remove features from Ricochet?
Configuration - Company Settings - Perfect Voicemail
3
How do I create a Perfect Voicemail for all users to see?
How do I allow users to create their own Perfect Voicemail?
How do I delete a Perfect Voicemail file?
Configuration - Company Settings - Task Settings
3
What does the Appointment Setting option do?
How can I allow agents to assign a task to another agent?
Can Agents create a task for un-owned leads?
Configuration - Company Settings - Transfer Settings
3
How do I enable/disable New Line Transfer?
How do I enable/disable Warm Transfer?
How do I enable/disable Cold Transfer?
Configuration - Company Settings - Email Settings
2
What does “Send only during working hours” do in Email Settings?
Can I enable read notifications for all outbound emails?
Configuration - Company Settings - User Experience & Agent Settings
6
How can I enable a setting to have a Branch Manager listen to live calls?
How can I enable a setting to restrict multiple Ricochet instances from being opened by an Agent?
How can I enable a setting to allow an Admin see all statuses to filter the Lead Management page?
How can I enable a setting to add a custom caller ID to an Agent’s outbound phone number?
How can I enable a setting to make my search results “sticky” on the Lead Management page?
See all 6 articles
Configuration - Company Settings - Lead Distribution & Lead Settings
4
How can I prevent duplicate leads from being added to my Ricochet account?
How can I prevent leads from being assigned when answering an Inbound IVR call or call transfer?
How can I enable a setting to allow my Agents to assign leads to themselves?
How can I block outbound calls to certain area codes due to a natural disaster or some other purpose?
Configuration - Company Settings - Call Settings
5
How to I enable/disable call recording?
How do I enable/disable forced statusing?
How can I modify the statuses available to receive Inbound Direct or Inbound IVR calls?
How can I restrict outbound calling restrictions to remain as compliant as possible?
Can I modify how long inbound/outbound calls will ring?
Configuration - Company Settings - Notification Settings
4
Can I get notified inside Ricochet when a new Company Voicemail comes in?
How can I enable/disable missed call notifications for Inbound Direct calls?
How can I enable/disable new Text email notifications?
How can I send an email to users when a Company Voicemail is received?
Configuration - Company Settings - Queue Settings
2
How can I enable/disable Live Queue / Evening Queue / Campaign Queue?
How can I change the order of calling for leads in the specific calling queues?
Configuration - Company Settings - Text/SMS Settings
4
How can I show/hide the Text interface for Admins / Agents / Branch Managers?
Can I enable/disable a default Opt-Out message?
Can I get a notification inside Ricochet when a new Text Message comes in?
Can I restrict the Text interface to only show for specific teams?
Configuration - Company Settings - Gamification Settings
5
How can I enable/disable Gamification?
Can I change the default gamification metrics?
Can I show all users on the Gamification board?
Can I show just agents on the Gamification board?
How many users can I show on the Gamification board?
Configuration - Company Settings - Hours of Operation
2
How do I tell the system my office is closed on a specific date?
Does the Hours of Operation detect holidays?
Configuration - User Settings Section
Configuration - User Settings - Change Password
2
How do I change my Ricochet password?
What if I do not remember my current password when updating or changing my password?
Configuration - User Settings - Call Tone Settings
2
Can I change the ring tone for incoming / outgoing calls?
How can I remove the Ricochet shotgun sound for automated outbound calls?
Configuration - User Settings - General Settings
5
Can I enable/disable Voicemail notifications inside Ricochet?
Can I enable/disable Chat notifications inside Ricochet?
Can I enable/disable a native desktop (Windows/Mac) notification when a new Text is received?
Can I enable/disable the audible tone when a new Text is received?
How can I change my default email client when using click to email on leads?
Configuration - User Settings - Perfect Voicemail Settings
3
How do I create a Perfect Voicemail?
Can other people see my Perfect Voicemail files that I create?
How do I delete a Perfect Voicemail file?
Configuration - User Settings - SMTP Credentials
5
Why are my SMTP Credentials not saving?
Where can I obtain my SMTP Credentials?
Can I delete my own SMTP Credentials?
Can I delete other users’ SMTP Credentials?
How do I set up my SMTP?
Configuration - User Settings - IMAP Credentials
5
Why are my IMAP Credentials not saving?
Where can I obtain my IMAP Credentials?
Can I delete my own IMAP Credentials?
Can I delete other users’ IMAP Credentials?
Can I delete inbox messages stored in Ricochet after IMAP has been added & subsequently removed?
Configuration - User Settings - Calendar APIs
4
How can I integrate with my Google Calendar?
How can I remove my Google Calendar integration?
How can I integrate with my Outlook Calendar?
How can I remove my Outlook Calendar integration?
Configuration - Phone Settings Section
Configuration - Phone Settings - Search
1
What criteria can I use to search my Phones list?
Configuration - Phone Settings - IVR Phones / All Phones Tabs
2
How can I see just my Inbound IVR phone numbers?
How can I see all my phone numbers in Ricochet?
Configuration - Phone Settings - Information Columns
4
Can I sort phones list by Agent name?
Can I sort phones list by Phone Number?
Can I sort phones list by Contact Type (Inbound Call / Inbound IVR)?
How can I listen to the current Voicemail on a specific phone number?
Configuration - Phone Settings - Actions Column
3
How can I create a new Voicemail for a phone number?
How can I edit the properties of a phone number?
How can I delete a phone number?
Configuration - Phone Settings - IVR Templates
2
How do I add an Inbound IVR template for my phone numbers?
How do I apply an IVR template to my phone number(s)?
Configuration - Phone Settings - User Routing
3
Can I disable call recording for a specific user?
How do I ring other phone numbers when someone calls an assigned phone number?
How to Change an Agent's Assigned Phone Number in Ricochet
Configuration - Phone Settings - Routings
11
How do I set up a phone number for Inbound IVR to ring a specific phone number?
How do I set up a phone number for Inbound IVR to ring a team?
How do I set up a phone number for Inbound IVR to ring a branch?
How do I set up an Inbound IVR to ask a caller to press a digit to get to a specific team/user?
How do I set up an Inbound IVR number to ring users associated with a specific restricted tag?
See all 11 articles
Configuration - Phone Settings - Waiting Rooms
1
Configuring Waiting Rooms in Ricochet360
Configuration - Blocked Numbers Section
Configuration - Blocked Numbers - Block Number button
3
How can I block an incoming phone call?
Can I remove a number that was previously blocked?
Can I call a phone number that is on the Blocked Numbers list?
Configuration - Blocked Numbers - Search
1
What criteria can I use to search my Blocked Numbers list?
Configuration - Marketing Automation Section
Configuration - Marketing Automation - Text Marketing Automation tab
5
How do I turn on / turn off a Text campaign?
How can I duplicate a Text campaign?
How can I delete a Text campaign?
How can I edit an existing Text campaign?
How can I create a new Text campaign?
Configuration - Marketing Automation - Email Marketing Automation tab
6
How do I turn on / turn off an Email campaign?
How can I duplicate an Email campaign?
How can I delete an Email campaign?
How can I edit an existing Email campaign?
How can I create a new Email campaign?
See all 6 articles
Configuration - Marketing Automation - Email Templates tab
5
Can I make a specific Email Template visible to just Admins?
How can I preview what my Email Template will look like?
How can I duplicate an Email Template?
How can I delete an Email Template?
How can I edit an existing Email Template?
Configuration - Marketing Automation - Create New Automation - Text/SMS Type tab
3
How do I create an Automated Drip Text campaign?
How do I create a Real Time text campaign?
How do I create a Text Template?
Configuration - Marketing Automation - Create New Automation - Text/SMS Send & Message Options tab
3
How many Drip Intervals can I create on the Text/SMS Send & Message Options tab?
How do I delete a Drip Interval on the Text/SMS Send & Message Options tab?
Can I embed images or attachments into my Text Drip Interval message(s)?
Configuration - Marketing Automation - Create New Automation - Email Type tab
3
How do I create an Automated Drip Email campaign?
How do I create a Real Time email campaign?
How do I create a Blast Email?
Configuration - Marketing Automation - Create New Automation - Email Send & Message Options tab
1
How many Drip Intervals can I create on the Email Send & Message Options tab?
Configuration - Marketing Automation - Email Templates - Create New Email Template button
2
Can I add attachments to an Email Template?
How can I create an Email Template?
Configuration - Distribution & Tags Section
Configuration - Distribution & Tags - Distribution tab
4
How can I create a new Distribution Rule?
How can I edit an existing Distribution Rule?
How can I duplicate an existing Distribution Rule?
How do I delete a Distribution Rule?
Configuration - Distribution & Tags - Tags tab
3
How can I create a new tag?
How can I edit an existing tag?
How can I delete a tag?
Configuration - Distribution & Tags - Create Rule button
3
What do the different Distribution Rule Operators mean?
Are the Distribution Rule filters an “AND” or “OR” condition?
Can I use the same Tag for multiple Distribution Rules?
Configuration - Distribution & Tags - Create New Tag button
1
Can I apply the newly created tag to leads in Ricochet?
Configuration - Posts & Webhooks Section
Configuration - Posts & Webhooks - Webhooks Main Page
4
How do I create a new webhook?
How can I duplicate a webhook?
How can I edit a webhook?
How can I delete a webhook?
Configuration - Posts & Webhooks - Edit Webhook section
7
Where can I display my webhook to be triggered from?
Can I restrict the webhook to only be triggered once per lead?
Can I make a webhook open in a new browser tab?
What are the different Data Types in Webhooks?
What are the different Variable Types on the Add Webhook page?
See all 7 articles
Configuration - Event Actions Section
Configuration - Event Actions - Lead Events Action section
3
What are the different Event Types for Lead Event Actions?
How can I edit an existing Lead Event Action?
How can I delete an existing Lead Event Action?
Configuration - Event Actions - Call Events Actions section
3
What are the different Event Types for Call Events Actions?
How can I edit an existing Call Event Action?
How can I delete an existing Call Event Action?
Configuration - Event Actions - Text Messaging Events Actions section
3
What are the different Event Types for Text Messaging Events Actions?
How can I edit an existing Text Messaging Event Action?
How can I delete an existing Text Messaging Event Action?
Configuration - Transfer Settings Section
Configuration - Transfer Settings section
1
How do I add a Transfer Group?
Configuration - Status Management Section
Configuration - Status Management - Main Status Management page
4
How can I delete a Status?
How can I edit a Status?
How can I add a new Status?
How can I set a default Status for all leads created / posted in?
Configuration - Status Management - Add Status section
0
Configuration - Script Management Section
Configuration - Script Management - Main Script Management page
4
How do I create a script?
How can I edit an existing Script?
How can I delete a Script?
When I click Preview in Script Management, no Preview box comes up, why?
Configuration - Script Management - Add Script section
0
Configuration - Load a List Section
Configuration - Load a List - Initial Load a List page
2
How can I import a list of leads to Ricochet?
What file types are accepted to import a lead list?
Configuration - Load a List - Field Mapping page
4
Why is my Fields list blank on the List Import Mapping page?
What are the “Important Fields” on the List Import Mapping page?
Why are some of my columns from my spreadsheet not loading?
Can I use a previous List Import to map fields?
Configuration - Load a List - View Import History Report button
6
Why does my List Import show “In Progress”?
Why is my List Import being processed overnight?
Why did some of my leads on my list import fail?
How can I assign a Vendor Name to a List Import after it has finished importing?
How can I view the leads for a specific List Import?
See all 6 articles
Configuration - DNC Scrubber Section
Configuration - DNC Scrubber - DNC Scrubber Lite page
4
How do I create a DNC Scrubber Lite rule?
How do I edit an existing DNC Scrubber Lite rule?
How do I delete an existing DNC Scrubber Lite rule?
How do I upgrade to the DNC Scrubber Pro version?
Configuration - DNC Scrubber - DNC Scrubber Pro page
4
How do I create a DNC Scrubber Pro rule?
How do I edit an existing DNC Scrubber Pro rule?
How do I delete an existing DNC Scrubber Pro rule?
Why does my DNC Scrubber Pro status say “Pending”?
Configuration - Spam Guru
Configuration - Spam Guru
2
How to Set Up Spam Guru in Ricochet360
How to Enable Spam Guru in Ricochet360
Manage - Agents Section
Manage - Agents - Main Agents page
1
How can I edit an existing Agent?
Manage - Agents - Agent Info section
6
How can I update an Agent’s email address?
What is the “Contact #” used for on the Agent's profile?
Can I cap my Agents’ ability to receive new leads?
Can I cap my Agents’ ability to receive Inbound IVR calls?
Can I add a Custom Caller ID for my Agent?
See all 6 articles
Manage - Agents - Custom User Fields section
3
How can I create Custom User Fields in the Agent Profile?
How can I edit Custom User Fields in the Agent Profile?
Where are these Custom User Fields in the Agent Profile used in Ricochet?
Manage - Agents - Security section
1
How can I edit an Agent’s log in password (as an Admin)?
Manage - Agents - States and Permissions section
2
How can I add states for eligibility for an Agent?
Can I change my Agent’s permission level?
Manage - Agents - Hooks for Email section
4
How can I pick a default “from” email address for my Agent?
Can I modify the name that shows up on email recipients’ inbox?
How can I pick a default signature to be used for the Agent?
My signature is showing up all on one line - how can I fix?
Manage - Branches Section
Manage - Branches - Main Branches page
3
How can I add a new Branch?
How can I edit an existing Branch?
How can I delete an existing Branch?
Manage - Branches - Branch Info section
3
What does the Caller ID field do in Branch Management?
What are the Post-Create and Post-Update CRM URL fields for in Branch Management?
How can I restrict non-Admins from accessing Ricochet outside of the office network?
Manage - Branches - States and Agents section
2
I cannot see the agents I want to add to a new Branch - how do I fix?
How do I remove a user from a Branch?
Manage - Branches - Hooks for Email section
2
My Legal Disclaimer is showing up all on one line - how can I fix?
My Email Custom is showing up all on one line - how can I fix?
Manage - Teams Section
Manage - Teams - Main Teams page
3
How can I add a new Team?
How can I edit an existing Team?
How can I delete an existing Team?
Manage - Teams - Create Team section
4
Can I add users into more than one team?
Can I add all users to one team?
How can I make certain users not take ownership of a lead when they call?
Can I enable a team to be eligible for Call Transfers?
Manage - Vendors Section
Manage - Vendors - Main Vendors page
5
How can I add a new Lead Vendor?
How can I edit an existing Vendor?
How can I delete an existing Vendor?
How can I add a new Vendor Campaign?
How can I edit an existing Vendor Campaign?
Manage - Vendors - Create Vendor section
3
What is the difference between Name and Label in Create Vendor section?
What does the Roles filter do in Create Vendor section?
What does “Live Lead Transfer” checkbox do in Create Vendor section?
Manage - Vendors - Create Campaign section
3
What does the Parent Vendor dropdown do in Create Vendor Campaign section?
What does the CID do in Create Vendor Campaign section?
What does “Live Lead Transfer” checkbox do in Create Vendor Campaign section?
Manage - Dialer Campaigns Section
Manage - Dialer Campaigns - Main Dialer Campaigns page
8
How can I add a new Dialer Campaign?
How can I edit an existing Dialer Campaign?
How can I delete an existing Dialer Campaign?
How can I duplicate an existing Dialer campaign?
How can I view the leads for a specific Dialer Campaign?
See all 8 articles
Manage - Dialer Campaigns - Create Campaign section
6
What factors are considered in counting the “Minimum Delay” value?
What factors are considered in counting the “Maximum number of calls per lead” value?
What are the differences in the options for “Only call leads” dropdown?
When I add a filter to the “Tag” section of a dialer campaign, I am prompted to make all selected agents eligible for the tag(s) - why?
When I enter a value for “Last Statused”, does that timer reset when applying the same status to a lead in the campaign?
See all 6 articles
Manage - Team Notification Section
Manage - Team Notification - Team Notifications page
1
Who does the Team Notification get sent to?
Reports - Call History Section
Reports - Call History - Main Call History reports page
6
How do I run a Call History Report?
How do I find the Carrier Call ID for troubleshooting call issues?
Why does the Current Status column show different statuses for the same lead in the Call History report?
How can I see if an Inbound IVR call was answered on the Call History Report?
How can I see which users an Inbound IVR call was routed to on the Call History report?
See all 6 articles
Reports - Call Queue Section
Reports - Call Queue - Call Queue Main page
4
How can I view my leads in the Live Q?
How can I view my leads in the Eve Q?
How can I see what the calling hours are for my leads that have not been called yet?
Can I remove leads from the queue?
Reports - Agent Performance Section
Reports - Agent Performance Report - Main Agent Performance report page
3
What is factored into the “Calls +120” calculation on the Agent Performance Report?
What is the Lead Status Breakdown in the Agent Performance Report?
In Lead Status Breakdown, what are the factors that count the Unique Leads?
Reports - Create Scheduled Reports Section
Reports - Create Scheduled Reports - Main Create Scheduled Reports page
4
How can I create a scheduled Call History report to be delivered?
How can I create a scheduled Agent Performance report to be delivered?
My scheduled email report did not deliver - why?
My scheduled email report delivered but the file was empty - why?
Reports - Chat History Section
Reports - Chat History - Main Chat History page
3
How can I view my employee’s chat history?
How can I delete a chat from Ricochet?
I get a “No Messages Found” when viewing Chat History even though I know there are messages - why?
Ahoy Management
Ahoy Management - General
1
I am unable to log into Ahoy - how do I reset my password for Ahoy?
Ahoy Management - Users
6
How do I add a new Agent?
How do I delete an Agent?
How to Edit Ricochet360 Agent Seats in Ahoy
What are the different User Service types in Ricochet?
What are the differences in the User Permissions?
See all 6 articles
Ahoy Management - Phones
1
How can I add a phone number?
Lead Details Section
Lead Details - Lead Pop-Up Window
1
How to Edit Fields on Lead Pop-Up Window
FAQ
General Questions / FAQ
21
How do I port in one or more phone numbers to Ricochet?
How do I port out one or more phone numbers from Ricochet?
How do I submit a cancellation request for my Ricochet account?
How do I submit a mapping request?
How do I listen to call recordings in Ricochet?
See all 21 articles
Internal Ricochet Training
Porting
0
New Agent Training
New Agent Article List
1
Recommended Solution Articles for New Agents on Ricochet360