Bluerock Phone

With Bluerock's seamless integration, agents can take advantage of Forth while keeping a consistent, productive workflow in their current environment.

Integration Details

• Click 2 Call
• Incoming Call Pop-Up
• Ability to post into campaigns using WebHooks
• Call Dispositions
• Call / Voicemail Recordings
• Pull contacts based on Workflow Status

Integrating Bluerock with Forth

Before you begin setup, you must sign up your FORTH CRM account for a Bluerock phone system integration. If you have not and are interested, please contact sales@setforth.com or call (630) 394-6260.

Once you have signed up for the phone system add-on, you will then have access to the Bluerock Settings Page. Go to Admin tab > Settings > Bluerock Phone. 

General Settings

Within your settings, you must create a Bluerock Connect Token (if you do not already have one).

After creating the connect token, provide the token and the Web Connector Endpoint displayed to Bluerock. These two (2) items are what Bluerock uses to access your account for some of the functionality the integration offers.

**IMPORTANT - Select the "Search Company-wide Only" checkbox! This limits the search to only contacts available to user agents instead of searching an entire account.

* The Web Connector Endpoint will display with the domain you are logged in with; if you are logging in through a domain you do not usually use or plan on having a custom login domain created, make sure and adjust the Endpoint with Bluerock. Bluerock needs the Endpoint to be for the same domain your users will be logging into the CRM from. 

To ensure you have the proper Endpoint, log in to the FORTH CRM via the domain your users will be using, go to the Bluerock settings page, and copy the Endpoint. If this method is followed, the Endpoint should adjust to the domain from which you are logged in.

Bluerock API

Now that you have created the Connect Token and Web Connector Endpoint, copy the information and send it to support@1bluerock.com. Request that they provide the API ID and API Hash. Usually, the API ID is a 2 or 3-digit number, and the Hash is a 32-digit text string. Once Bluerock Support responds to you with the information, you can cut and paste it into the corresponding input fields on the Bluerock settings page in Forth.


Now, enter the Bluerock URL. This should be the same for all accounts, but you should confirm the correct URL with Bluerock. Enter the following into the input field as displayed: https://web103.1bluerock.com/communicator

User Mapping

Now, map the Bluerock usernames to the users in your account. Be sure that you map the correct Bluerock username with the correct CRM username. 

Also, be sure to enter the Bluerock username exactly as it appears in Bluerock. Any discrepancies (differences in case, spacing, or spelling) will cause some functionality not to work properly. If you have an issue with an individual user, the first thing to check is that the Bluerock username has been entered correctly.

* Only users from the company from which the admin user is logged in will be displayed. If you are trying to activate or edit Bluerock settings for affiliate company users you will need to log in as an admin from that affiliate that has access to the settings page. 

It may be necessary to temporarily change the user role of an affiliate user and log in as them in order to make edits for the Bluerock settings. 

Also, you must configure the General Settings section on the Bluerock setting page (Active / Running, Bluerock URL, API ID, and API Hash values) the same as the parent company. 

WebHooks

Additionally, a WebHook can be set up to post leads to a specific campaign. 

Bluerock can pull leads in based on their workflow status and a WebHook may not be necessary. Most likely you would want to set up a WebHook in a situation where you have leads importing through a data source that you wish to have immediately added to the top of a campaign in Bluerock. Bluerock can provide posting instructions to set up the Webhook. Please visit our article on setting up WebHooks here.

IMPORTANT: If the data passed from Bluerock in the campaign field does not match a campaign that exists in the CRM, it will create a campaign with the name passed in the campaign field.

Call Logs Post to Main Applicant Only

This feature allows for incoming call logs to be uniformly assigned to the primary applicant's Contact record when a phone number is shared between a primary applicant and co-applicant. 

It modifies existing system logic to ensure that when a shared phone number provided by Bluerock is identified for both a primary applicant and a co-applicant, the call log is systematically posted to the primary applicant's Contact ID. For two primary applicants sharing a phone number and/or for two co-applicants sharing a phone number, pre-existing logic will be applied.

AI-Generated Call Summaries and Full Transcripts

All FORTH Clients can use AI with our Bluerock dialer integration to improve how you review and manage client calls. With Bluerock’s latest AI capabilities, every time your team completes a call through the Bluerock dialer, AI generates a call summary and full transcript and sends them straight to the contact’s record. 

• AI-generated full call transcripts will be automatically saved and uploaded into the contact’s Uploaded Files tab inside the CRM.

• AI-generated call summaries will be saved to the contact’s Notes.

You get a complete, searchable history of every conversation without ever needing to press play.

This is an opt-in feature. To begin using it, you need to enable the call transcripts (and call summaries) in the Bluerock portal first. Once enabled, an account admin can toggle the switch in Forth CRM → Bluerock Settings.

1. Navigate to the Bluerock settings page in your FORTH CRM account (Admin Tab > Settings > Bluerock).

2. Find the new setting titled "Receive Call Summary and Call Transcript" and select Yes.
   

3. Once enabled, every Bluerock call you complete will automatically send a summary and transcript to the CRM.

(Screenshot of a Contact's 'Uploaded Files' section showing the new summary and transcript files)
 

Defining Dialing Lists

FORTH has a dedicated API that Bluerock hits that lets you search contacts by status. 

One of the parameters they post is "status=New Lead" The system then searches for contacts in that status for the account and sends it back to Bluerock. You can now pass in a List ID instead of a status name. You may now use "status=New Lead" or "status=List:102319". This allows the use of contact list logic/filters to retrieve the contact set. This is valuable if you want a more refined set of contacts than just status alone. The configuration is on the Bluerock end in their user interface, so a client could edit the value in Bluerock and change from status=“XXXXXX” to status=List:12345.

Pre-Dial Contact Validation

Bluerock pulls call lists using either a search status like “New Lead” or via list query “List:XXXXXX”. The list of contacts may be pulled at 5AM by the call platform, but upon dialing of a particular contact in that list X hours later, the contact may no longer exist in that original list. Bluerock can implement a pre-dial validation to ensure the contact is still intended to be called. This can be solved by a simple addition to our query parameter.

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