Improved call source tracking

Improved Call Source Tracking

Understanding where client calls originate helps a law firm make better decisions. Cogent CRM has improved how call sources are labeled, so you know more precisely where your callers are coming from.

Previously, many calls were labeled generically or as "Direct." Now, calls are labeled by their specific originating platform. Additionally, visits originating from AI tools will now show up as their own distinct source.

These updates happen automatically via your number pool tracking script; no manual setup is required. Please note that these changes apply to new calls only, and some calls may still appear as "Direct" if a visitor's browser hides their origin and the link lacks tracking code.

Simultaneous call ringing

Simultaneous Call Ringing

To ensure no potential client is left waiting, you can now ring multiple staff members simultaneously when a number pool call comes in. This allows team members to answer on the device that is most convenient for them, whether it is a web browser, a mobile phone, a desk phone, or their own phone number.

1. Open the settings for your specific number pool.
2. Enable the option to "Ring Incoming Call to selected Users."
3. Select up to six team members from your list.

Each selected person's devices will ring at the same time using their preferred ring channel. You can adjust these preferred device settings under the Users/Staff section in your settings.

Customizable payment checkouts

Customizable Payment Checkouts

Managing client payments through Cogent CRM is now more flexible, allowing you to tailor the checkout experience to fit your firm's specific needs. You can now control exactly which information is required from a client and capture lead information even if they do not complete the payment.

1. Select your fields: Choose which billing fields (such as street, city, or ZIP) to show, hide, or make required. Note that name and email remain mandatory.
2. Enable two-step checkout: This allows you to capture a client's contact information in step one, saving them as a lead in the CRM even if they abandon the payment in step two.
3. Configure the confirmation: You can choose to show a full order summary on the screen or redirect clients to a custom thank-you page that displays their specific order details.

Tip: If you use a two-step checkout, ensure your automated workflows are set to trigger on "Contact Created" to follow up with leads who did not finish the payment.

How-to: Route calls to multiple users

How to Route Calls to Multiple Users

To improve responsiveness and ensure no client opportunity is missed, you can route incoming calls from your number pool to several team members at once. This ensures that even if one staff member is unavailable, another can pick up the call on their preferred device.

1. Open the settings for your number pool.
2. Turn on the option to "Ring Incoming Call to selected Users."
3. Select the team members you wish to include in the ring group.

This setup helps your entire team stay responsive and minimizes the chance of missed calls.

How-to: Enable AI appointment management

Enable AI Appointment Management

You can now automate the process of canceling or rescheduling appointments using form-based bots. This allows your AI agents to handle common scheduling changes, freeing up your staff to focus on more complex legal tasks.

1. Navigate to AI Agents: Go to the AI Agents tab within your settings.
2. Edit Bot Goals: Select the specific bot you wish to configure and edit its Conversation AI goals.
3. Toggle Settings: Turn the cancellation and rescheduling settings on or off based on your firm's requirements.
4. Test the flow: Use the Bot Trial tool to test the appointment management workflows and ensure the bot handles cross-calendar appointments correctly.

Tip: Always test your bot's rescheduling logic in the trial tool before going live to ensure it handles multi-appointment scenarios as expected.