Manage QuickFire Connect in Shape Software

What is QuickFire Connect?

QuickFire Connect is Shape’s speed-to-lead tool. When a new lead arrives or a customer calls in, QuickFire Connect shows a popup on the screens of everyone eligible to take it. The first person to accept connects with the customer right away.

Instead of waiting for a lead to be assigned and worked, QuickFire puts it in front of available users the moment it arrives. That helps your team reach people while they’re still interested, and makes sure leads go to someone who’s ready to act.

Ways to use QuickFire Connect

The sections below walk through each one.

Setting up QuickFire rules

QuickFire rules decide who gets the popup and how it’s passed around. You need one to use QuickFire with distribution rules or triggers. Inbound call routing doesn’t need one.

1. Go to Settings › Phone Settings › QuickFire Connect.
2. Create a new QuickFire rule.
3. Choose the recipients: a user, team, department, all available users, or the assigned user.
4. Choose a push option:
   • First Come, First Serve: Everyone gets the popup at the same time, and the first person to accept gets the lead.
   • Round Robin: The popup goes to one person at a time. If they decline, it moves to the next person in the list. Round Robin is only available with distribution rules.
5. Save the rule.

Using QuickFire Connect with distribution rules

This is the most common way to use QuickFire for new leads.

1. Go to Settings › Distribution Rules, then edit a rule with the pencil icon or click Create New Rule.
2. Set the Distribution Method to QuickFire Connect.
3. In Recipient Options, choose the QuickFire rule you want to use.
4. Click Save.

With QuickFire instead of Round Robin, users claim leads by clicking Accept and Connect on the popup, which immediately starts calling the lead. That improves your speed-to-contact.

Business hours and after hours. Add a run schedule to your distribution rules so QuickFire only runs when people are available to accept leads. For example, use one rule with QuickFire during business hours and another with Round Robin after hours.

Add a redistribution rule. Many teams add a redistribution rule after QuickFire, so a lead that isn’t worked doesn’t stall. When a redistribution rule applies, the QuickFire popup closes automatically.

Using QuickFire Connect with triggers

Triggers can show a QuickFire popup when an event happens on a record, like a callback appointment coming due, so follow-ups happen on time and never get forgotten. In Manage Triggers, choose the QuickFire Connect Notification action and pick your QuickFire rule. See Manage Triggers.

Triggered popups always use First Come, First Serve: everyone the rule sends to sees the popup at once, and the first person to claim it gets it. Triggered popups stay on screen until someone claims or closes them.

Using QuickFire Connect with inbound call routing

QuickFire Connect also works for live incoming calls. When a call reaches a QuickFire step in your inbound call route, everyone in the group sees a popup at the same time. The first person to accept is connected to the caller.

This is especially useful for larger teams. Standard inbound routing can ring a handful of users at once, but QuickFire can alert a much bigger group, so calls get answered fast without anyone having to forward them.

How it’s different for inbound calls

• No QuickFire rule needed. You don’t have to create a rule on the QuickFire Connect settings page. QuickFire is simply one of the methods you can choose in your inbound call route.
• Always First Come, First Serve. Everyone eligible sees the call at once, and the first to accept takes it. Round Robin isn’t available for inbound calls, since a live caller can’t wait while the call is offered to one person at a time.

How to add QuickFire to an inbound call route

1. Go to Settings › Phone Settings › Inbound Call Routing.
2. Open the call route you want to update, or create a new one.
3. At the step where you want to ring your team, choose QuickFire Connect as the method.
4. Choose who should receive the popup, like a team, department, or all available users.
5. Add a next step, like another group or voicemail, for when no one accepts.
6. Save the route.

What happens during the call

1. A customer calls a Shape number that uses the route.
2. Everyone in the QuickFire group sees a popup about the incoming call. Users already on a call don’t see it, so their conversation isn’t interrupted.
3. The first user to click Accept and Connect is connected to the caller. Shape calls that user’s phone first, and only marks the call as taken once the call to them goes through. Then the popup closes for everyone else. If the user can’t be connected, for example because their phone is offline, they’re out of usage credits, or they don’t pick up, the call is offered to the rest of the group again right away for the time that’s left.
4. If no one accepts within 30 seconds, the call moves to the next step in your route.

Who gets assigned the record? Assignment follows the settings in your inbound call route. Best practice: set the route to assign the record to the user who answers. That way, the person who spoke with the caller owns the follow-up. See Inbound Call Flows for routing and assignment options.

Customizing the QuickFire popup

You can choose what information appears on the QuickFire popup, like the lead’s name, loan amount, or source, so users have the key details they need to make a great first call.

1. Go to Settings › Manage Notification Templates, or use this link: https://secure.setshape.com/notificationTemplate
2. Click Add Template.
3. Give the template a title, and choose QuickFire Notifications as the notification type.
4. Add the details you want to show. Click the Tokens button, search for the information you want, and choose the version in curly brackets { }. See Merge Tokens.
5. Save the template.

Best practices

Only run QuickFire when people are available. Use run schedules on distribution rules so popups only go out during business hours, and switch to Round Robin after hours.

Add a fallback. Follow QuickFire with a redistribution rule for leads, or another routing step like an overflow team or voicemail for inbound calls, so nothing gets stuck.

Use QuickFire for larger teams. For a few users, standard routing works well. For bigger groups, QuickFire alerts everyone at once and gets calls and leads answered faster.

Assign inbound calls to whoever answers. When using QuickFire in an inbound call route, set the route to assign the record to the user who accepts the call, so the person who spoke with the caller owns the follow-up.

Put the right details on the popup. Include the information that helps someone decide to accept and have a strong first conversation.

Frequently asked questions