Agency Settings
Introduction
The Agency Settings page is your central hub for configuring how your agency operates within AgentTech Dialer. From call recording preferences and voicemail behavior to billing, email domains, and custom fields, every operational detail lives here. Taking the time to configure these settings correctly ensures a smoother experience for supervisors and agents alike — and keeps your agency running efficiently from day one.
To access Agency Settings, click the gear icon in the main navigation menu or navigate directly to the Agency Settings page. You will see a comprehensive settings form divided into 12 clearly labeled sections. Let's walk through every single one.
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1. Call Settings
The Call Settings section controls core behaviors during live calls.
- Enable Call Recording — This toggle turns automatic call recording on or off for your entire agency. When enabled, every inbound and outbound call is recorded for quality assurance and compliance purposes. Recorded calls can later be reviewed from the call history. We strongly recommend keeping this enabled if your industry requires call documentation (for example, insurance or financial services).
- Enable Auto Answer — When this toggle is turned on, incoming calls are automatically connected for agents without requiring them to click an "Answer" button. This is especially useful in high-volume environments where every second counts.
- Auto Answer Delay (seconds) — This setting only applies when Auto Answer is enabled. Use the slider or input field to set a delay between 0 and 10 seconds. A short delay (2–3 seconds) gives agents a moment to prepare before the call connects. Setting it to 0 means calls connect instantly.
> Tip: If your agents handle sensitive conversations, consider setting the Auto Answer Delay to at least 2 seconds so they have time to review caller information before the call begins.
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2. After Call Work
After Call Work (ACW) settings determine what happens immediately after a call ends.
- Dispositioning Time (minutes) — This controls how long an agent has to complete their after-call work before the system marks them as available for the next call. You can set this between 1 and 10 minutes. For complex sales or insurance calls, consider setting this to 3–5 minutes. For simple inquiry-based calls, 1–2 minutes may be sufficient.
- Require Call Disposition — When this toggle is enabled, agents must select a disposition (call outcome) before they can move on to the next call. This ensures your reporting data is always complete. Dispositions might include categories like "Sale Made," "Not Interested," "Callback Requested," and so on — these are defined within your vertical configuration.
> Best Practice: Always enable Require Call Disposition if you rely on reporting data for performance reviews or compliance. Skipping dispositions leads to incomplete data and inaccurate reports.
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3. Voicemail Settings
Control how voicemail behaves when agents are unavailable.
- Enable Voicemail — Toggle this on to allow callers to leave a voicemail when an agent does not answer within the ring timeout. When disabled, unanswered calls will simply disconnect after the ring timeout expires.
- Ring Timeout (seconds) — Set how long the phone rings before the call is sent to voicemail (or disconnected, if voicemail is disabled). You can configure this between 15 and 120 seconds. A setting of 20–30 seconds is standard for most agencies. Longer timeouts give agents more time to answer but may frustrate callers if they have to wait too long.
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4. Display Settings
The Display Settings section manages how caller information appears to your agents.
- Caller ID Display — Use the dropdown menu to choose one of three display modes:
- Partial (Last 4) — Only the last four digits of the caller's number are displayed (e.g., ●●●-●●●-4567). This provides a balance between identification and privacy.
- Hidden — The caller's phone number is completely hidden from the agent. This is useful in scenarios where you want agents to focus purely on the conversation without any bias from the phone number.
> Note: Regardless of the display setting chosen, the full phone number is always stored in your call records and available to supervisors and administrators.
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5. Agent Settings
Fine-tune agent behavior and availability thresholds.
- Inactivity Timeout (minutes) — This setting determines how long an agent can remain idle (no calls, no activity) before the system automatically changes their status. Configure this between 5 and 120 minutes. For busy call centers, a shorter timeout (10–15 minutes) helps ensure agents stay engaged. For agencies with mixed responsibilities (calls plus administrative work), a longer timeout (30–60 minutes) may be more appropriate.
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6. Email Domain
The Email Domain section allows you to configure a custom sending domain for outbound emails sent through AgentTech Dialer (such as lead follow-ups, notifications, and drip campaigns). Using your own domain improves email deliverability and brand recognition.
Setting Up Your Domain
- Domain Name — Enter your agency's domain in the input field (e.g., `youragency.com`).
- Click the Authenticate Domain button. The system will generate the required DNS records.
- A DNS Records table will appear with columns for Type, Host, Value, and Action. You will typically see records for SPF, DKIM, and domain verification.
- Add each DNS record to your domain registrar's DNS settings. The exact process varies by registrar (GoDaddy, Namecheap, Cloudflare, etc.), but you will generally go to your domain's DNS management page and create the records listed.
- After adding the records, return to this page and click the Verify button next to each record. DNS propagation can take anywhere from a few minutes to 48 hours, so if verification fails initially, try again later.
After Verification
Once your domain is verified, the Domain Status display will update to show a green "Verified" badge. You will also see:
- Domain Name — Your verified domain displayed for reference.
- Date — The date your domain was verified.
- Example Email — A preview of what your outbound email address will look like (e.g., `noreply@youragency.com`).
- Default From Name — Enter the name that will appear in the "From" field of outbound emails (e.g., "Your Agency Name" or "John at YourAgency").
- Reply-To Email — Specify the email address where replies should be directed. This should be a monitored mailbox.
- Save — Click to save your From Name and Reply-To settings.
- Refresh — Click to re-check DNS verification status.
- Remove — Click to remove the domain and revert to the default sending domain.
> Important: If you skip domain authentication, emails will be sent from a default AgentTech Dialer domain, which may result in lower deliverability and could look less professional to your recipients.
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7. Contact Custom Fields
Custom fields allow you to capture additional information on your contacts beyond the standard fields (name, phone, email, etc.). This is invaluable for tracking industry-specific data.
Viewing Existing Fields
The custom fields list table displays all of your current custom fields with options to edit or delete each one.
Adding a New Custom Field
- Click the Add Custom Field button.
- The Add/Edit modal will appear with the following fields:
- Field Type — Select from the dropdown:
- Text (Single Line) — For short text entries like names or ID numbers.
- Text (Multi-Line) — For longer text entries like notes or descriptions.
- Number — For numeric values like ages, counts, or dollar amounts.
- Date — For date values with a date picker.
- Email — For email addresses with format validation.
- Phone Number — For phone numbers with format validation.
- URL — For website addresses with format validation.
- Dropdown Select — For predefined lists of options.
- Dropdown Options (only visible when "Dropdown Select" is chosen) — Add each option by typing it in and clicking add. You can remove options with the remove button next to each.
- Placeholder Text — Optional hint text that appears inside the empty field (e.g., "Enter policy number here").
- Click Save to create the field.
Editing and Deleting Fields
- To edit a custom field, click the edit button on its row in the table. The same modal will open with the existing values pre-filled.
- To delete a custom field, click the delete button. You will be asked to confirm. Warning: Deleting a custom field permanently removes it and any data stored in that field across all contacts.
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8. Routing Settings
The Routing Settings section is focused on performance-based call distribution.
- Performance CPA Start Date — Use the date input to specify the start date for calculating Cost Per Acquisition (CPA) metrics used in performance-based routing. Calls and conversions that occurred before this date will not be included in the routing algorithm's performance calculations. This is useful when you want to "reset" performance metrics — for example, at the start of a new enrollment period or campaign.
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9. Compliance and Transcription Settings
These settings enable powerful AI-driven features for call quality and compliance.
- AI Sales Coach — Toggle this on to enable real-time AI coaching suggestions for agents during live calls. The AI Sales Coach listens to conversations and provides contextual tips, objection-handling suggestions, and reminders to agents through their dashboard. This is a premium feature that can dramatically improve agent performance.
- Call Transcription — When enabled, every call is automatically transcribed into text. Transcriptions are available in the call detail view and can be searched for keywords or phrases. This is invaluable for compliance reviews, training, and quality assurance.
- Call Compliance — Toggling this on enables automated compliance checking. The system will analyze call transcriptions against your vertical's compliance rules and flag potential violations. Supervisors can then review flagged calls in the compliance dashboard.
> Recommendation: For agencies in regulated industries (Medicare, insurance, financial services), we strongly recommend enabling all three toggles in this section. They work together to create a comprehensive quality and compliance monitoring system.
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10. SMS Settings
Configure text messaging behavior for your agency.
- Text Message Opt Out Text — This textarea contains the opt-out language that is appended to outbound text messages. The default text is "Reply STOP to opt out". You can customize this message, but it must clearly inform recipients how to unsubscribe from future messages. Regulatory compliance (such as TCPA) requires that every marketing text message includes opt-out instructions.
> Warning: Do not remove or obscure the opt-out instructions. Failure to include clear opt-out language in text messages can result in significant regulatory penalties.
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11. Billing & Wallet
The Billing & Wallet section manages your agency's prepaid balance and automatic top-up preferences.
- Current Balance — Displays your current wallet balance in dollars. When your balance runs low, certain services (such as outbound calls, SMS, and transcription) may be paused until funds are added.
- Add Funds — Click the Add Funds button to make a one-time deposit into your wallet. You will be prompted to enter an amount and confirm payment.
- Auto-Recharge Threshold ($) — Set the minimum balance (between $0 and $10,000) at which automatic recharging is triggered. For example, if you set this to $50, the system will automatically add funds when your balance drops below $50.
- Auto-Recharge Amount ($) — Set the amount (between $10 and $50,000) that will be added to your wallet each time an auto-recharge is triggered. Choose an amount that covers your typical usage between recharges.
- Enable Auto-Recharge — Toggle this on to activate automatic recharging. When enabled, the system will monitor your balance and automatically add the specified amount whenever your balance falls below the threshold.
> Best Practice: Enable auto-recharge and set a comfortable threshold to avoid service interruptions. For busy agencies, a threshold of $100–$500 with a recharge amount of $500–$1,000 is a good starting point.
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12. Transaction History
The Transaction History section provides a complete audit trail of all financial activity in your wallet.
- Date Range Filters — Use the date pickers to filter transactions by a specific time period. This is useful for generating monthly or quarterly reports.
- Transaction Table — The table displays the following columns:
- Type — The category of the transaction (e.g., "Recharge," "Call Usage," "SMS Usage," "Transcription").
- Amount — The dollar amount of the transaction (positive for deposits, negative for charges).
- Balance After — Your wallet balance immediately after the transaction.
- Description — A brief description of the transaction.
- Pagination — Navigate through pages of transactions using the pagination controls at the bottom of the table.
- Export CSV — Click this button to download your transaction history as a CSV file. The export respects your current date range filters, so you can export just the period you need.
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Saving Your Settings
At the bottom of the Agency Settings page, you will find two important buttons:
- Save Settings — Click this button to save all changes you have made across all 12 sections. A confirmation message will appear at the top of the page once your settings have been saved successfully. Always click Save Settings before navigating away from the page, or your changes will be lost.
- Reset to Defaults — Click this button to revert all settings back to their factory defaults. You will be prompted to confirm this action, as it cannot be undone. This is useful if you have made extensive changes and want to start fresh.
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Summary
The Agency Settings page gives you complete control over your agency's operations within AgentTech Dialer. Take the time to review each of the 12 sections carefully when you first set up your agency, and revisit them whenever your business needs change. From call handling and voicemail to billing and compliance, every setting plays a role in how your team experiences the platform.
If you have any questions about a specific setting, reach out to your account manager or consult the related help articles for deeper guidance on topics like compliance, billing, and email configuration.
Last updated: February 24, 2026