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Portal User Guide

Calling Features

Calling through OAT keeps your personal number private: leads see your local OAT number, and their calls and texts show up in your Inbox.

Before you begin

Section titled “Before you begin”

To use calling features, you need:

If you have questions about calling features, email amphelp@smartasset.com.

Fast Call

Section titled “Fast Call”

Fast Call phones you as soon as a new lead arrives, so you can talk while the lead is fresh. To turn it on, set the Fast Call column to Enabled on the Lead Sources page; see Lead Sources: Routing & Automation.

Lead Sources page with Fast Call set to Enabled on the Default row

When a new lead arrives during your Fast Call hours:

  1. OAT calls your forwarding number from your OAT number.
  2. When you answer, you hear the lead’s name and lead type.
  3. Press 1 to connect, or 9 to hear the message again.

OAT places Fast Calls only during the lead’s legal calling hours.

What the Lead Sees

Section titled “What the Lead Sees”
  • The lead sees your OAT number as the caller ID.
  • Texts from SmartAsset come from a different number; see Texting Features.
  • If the lead calls that number back, the call rings the forwarding number of the lead’s assigned user.
  • To get an email or text saying which lead is calling, turn on the When a lead calls me alerts in Settings > Notifications.

Set Your Fast Call Hours

Section titled “Set Your Fast Call Hours”

OAT Fast Calls you only during these hours.

  1. Go to Settings > Phone.

  2. In the Fast Call box, under Weekdays, set Start and End.

  3. Optional: To take Fast Calls on weekends, check Saturday or Sunday and set its hours.

  4. Click Save at the bottom of the page. The box shows Fast Call is active on… with your hours.

    Phone settings Fast Call box with weekday hours and the Fast Call is active message

You can choose hours from 6 AM to 9 PM. However, OAT places Fast Calls only between 8 AM and 9 PM in the lead’s time zone, or narrower where state law requires. If the box reads Fast call is disabled., no lead source has Fast Call turned on yet.

Add a Backup Caller

Section titled “Add a Backup Caller”

A backup caller gets the Fast Call when the first user can’t take it:

  • If you’re outside your Fast Call hours, OAT calls your backup instead.
  • If you miss the call or hang up without pressing 1, OAT calls your backup next.

Your backup’s own Fast Call hours must cover that time.

  1. Go to Settings > Users.

  2. In the user’s row, click Edit. The Edit User window opens.

  3. In Fast call back up, select the backup user.

  4. Click Save.

    Edit User window with the Fast call back up field and the Save button

OAT now Fast Calls the backup when this user can’t take the call.

Change Your Call Forwarding Number

Section titled “Change Your Call Forwarding Number”

Your forwarding number is where calls to your OAT number ring when one of your assigned leads calls. Fast Calls ring it too.

  1. Go to Settings > Phone.
  2. Click the Calls Forwarded To field.
  3. Enter your phone number.
  4. Click Save.

Calls from your leads to your OAT number now ring this number.

To get a text when a lead calls, turn on Text me under When a lead calls me in Settings > Notifications. Text me needs a forwarding number.

Next Tasks

Section titled “Next Tasks”

Next Tasks lists the calls, emails and texts due today. To open it, click Next Tasks in the side nav. On a call task, click Call to call the lead from your OAT number.

OAT doesn’t stop a lead’s campaign after a call. If you connect with the lead, stop the campaign yourself.

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