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Frequently Asked Questions
WHAT TO EXPECT FROM YOUR SERVICE
- 01Engagex customers are each assigned an account manager. Your account manager is your main point of contact at Engagex. If, for whatever reason, you don't know who your account manager is, you can reach the account management team by phone or email. 800.515.8734 customerservice@engagex.com
- 02At Engagex, we use a team approach instead of having a single caller set your appointments. The team approach allows us to consistently reach your customers at a better engagement rate, because we can call at various times of the day. This is especially helpful for customers who are better reached after hours. Additionally, the team approach ensures that your service isn't disrupted by illness or employee turnover.
- 03We will start making calls soon after your list has been uploaded starting on the 1st of the month. Your appointments will be scheduled for the times selected on your Engagex calendar in the Agent Portal. For Pay-As-You-Go packages, calls will begin shortly after you upload your list(s).
- 04Our callers make calls between the hours of 10 AM and 7 PM local time. Engagex uses a variety of methods to reach clients and will alternate when calls are made within these calling hours to increase the chances of speaking with them.
- 05Your card will automatically be charged on the first business day of each month. Pay-As-You-Go packages will be billed when a list is uploaded.
- 06For Guaranteed Appointment packages, we call each client up to 3 times. On the 1st and 2nd attempts, we do not leave a voicemail. On the 3rd attempt, we will leave a voicemail providing your office number as the callback number. With other package types, the number of times we reach out varies according to call type and script. Your account manager can give you details on your selected package.
- 07For all subscription based packages, yes - we need a client list each month. You are welcome to generate the same lists so we can reach remaining clients we haven't reached out to yet, however, we do need you to upload a list to the Agent Portal each month. This is because we are only allowed to keep a list active for 30 days for security purposes. If you're on a Pay-As-You-Go package type, you do not have to upload a list every month. You'll only be charged when you upload a list.
- 08In order for us to fulfill your appointments, you need to upload the list between the 1st and the 10th of the month in which we're making calls.
- 09For the Guaranteed Appointment Packages, we ask for 10x the number of guaranteed appointments. For example: if you are on the 10 appointments package, we ask for 100 names. If you're on the 15 appointments package, we need 150, and so on. For the Per Name packages, upload the number of names that you're paying for. For Pay-As-You-Go packages, the number of names you upload is up to you. You'll be billed for the number of names you upload.
- 10Your lists will be stored in our system for 90 days. Once the list has been in the system for 90 days, it will be removed. The information that will remain is the client history for numbers we have called - this way, if you upload a list with the clients that have already been called, the call history will remain. While we store lists for 90 days, your lists only remain active for 30 days after uploading.
- 11When an appointment has been scheduled for you, you'll receive an email with the appointment information and a link that allows you to add the appointment to an Outlook calendar. You will also see the appointment on your Engagex calendar on the Agent Portal. If you've chosen to integrate your Outlook calendar, you have the option to enable appointments to automatically show up on your Outlook calendar.
- 12Guaranteed Appointment Packages: We rarely have to call your entire list to set the number of guaranteed appointments. We will call until the number of guaranteed appointments has been set. Any remaining names on your list can be uploaded the following month for calling. Per Name and Pay-As-You-Go- Packages: The number of names we'll call varies according to your package and script type. Your account manager can provide you with those details if needed.
- 13On the rare occasion that we fall short on your guaranteed appointments, we will credit your account with additional appointments for the following months of service; as long as you... Provided sufficient names between the 1st and the 10th of the month in which we're making calls Have enough available appointment slots on your calendar Reach out to your account manager and they will apply the credits to your account.
- 14You can choose to receive notifications via text or email.
- 15You can view the number of appointments that have been made by logging into the Agent Portal. The Dashboard will show you how many appointments have been set as well as the number of callable names remaining for the month.
MANAGING YOUR ACCOUNT
- 01To login to your account, go to engagex.com and click the orange "Login" button at the top right corner of your screen. You can also go directly to the login page at portal.engagexapp.com. SSO: If your carrier has enabled SSO, simply use your Microsoft login details to gain access to the Engagex Agent Portal.
- 02Login to the Engagex Agent Portal Navigate to the "Calendar" tab Click "Manage Schedule" This is where you can select the times you want available for any given week. The times you select will apply to your entire rolling calendar and will be recurring every week. Edits you make will update live for our callers.
- 03If you don't want any appointments on a specific day, you can remove all appointment times on that day. Login to the Engagex Agent Portal Navigate to the "Calendar" tab Drag and drop the black tab labeled "blackout days" onto any specific day that you don't want appointments This will ensure that no appointments will be set for that day.
- 04Login to the Engagex Agent Portal Navigate to the "Calendar" tab Hover over an appointment time slot Click the red "x" that appears to remove the appointment This will ensure that an appointment won't be scheduled at that time.
- 05You can set up multiple calendars in the Agent Portal. We recommend using this feature when you have multiple team members taking appointments at the same times.
- 06The easiest way to set up additional calendars is to reach out to your account manager. You can also go to the "Offices" tab on the Engagex Agent Portal and use the calendar drop-down menu to create a new one.
- 07If you're on one of our Guaranteed Appointment packages, we'll replace up to 1 for every 5 contracted appointments. 10 appt. package = 2 no shows replaced 20 appt. package = 4 no shows replaced, etc. For us to replace the no-show, you'll need to let us know within 48 hours of the appointment time. Login to the Engagex Agent Portal Navigate to the "Calendar" tab Select the appointment Click the dropdown menu next to "Action" Select "No-Show - Reschedule" Click "Save" First, we'll attempt to reschedule the client who did not show up for the meeting before we try to replace the appointment with a different client. Your account manager might ask you to upload more names in the event that we need them to replace the no-show appointment(s). If it has been more than 48 hours, the "No-Show" option will not be there. You'll still have the option to select "Reschedule" and we'll reach out to reschedule the appointment, but the no-show credit will not be applied.
- 08If you need to reschedule an appointment that has been set, but hasn't occured yet... Login to the Engagex Agent Portal Navigate to the "Calendar" tab Click the appointment on the calendar that you would like us to reschedule. A pop-up box will appear. Click the dropdown menu next to "Action" Select "Reschedule Appointment" Click "Save" Our callers will then call the client back and attempt to reschedule. We need 24 hours to reschedule the appointment.
- 09If you have more than one office and you would like appointments for both, your account manager can help you. Your options may vary depending on how you want to handle the appointments. Your account manager will direct you to the best option for you and your offices.
- 10For security reasons, we do NOT accept lists via email. You must upload the list to our secure Agent Portal. Login to the Engagex Agent Portal Navigate to the "My Files" tab Click the box that says "click here to upload" Select the list from the files on your computer Your list should only contain the first name, last name, and phone number(s) of each client. Our system requires the list to be in excel or csv format. You can also upload a list by navigating to the “Client Lists” tab. Follow the prompts to import your list. Your carrier's customer management system may have the option to export a list directly from your system to Engagex. Contact your account manager with any questions regarding client lists.
- 11A schedule or location conflict happens when your client requests to meet at a time or location that you don't typically have available. These requests require you to approve or suggest an alternate appointment time/location. Conflicts do not count as appointments set until we have received your response and made contact with the client again to set the appointment.
- 12Login to the Engagex Agent Portal View the "Action Center" on the Agent Portal Dashboard Select the conflict you would like to resolve Click "Action" Approve or suggest an alternate time/location If you suggest an alternate, change the date and time to what would work best for you, and we will reach out to the client with the new suggested time or location. You'll also receive an email when you have a schedule or location conflict, and you can follow the link provided, or you can simply respond to the email if it's more convenient for you.
- 13Login to the Engagex Agent Portal Navigate to the "Client Lists" tab Use the search bar to find the client you'd like to remove Select the client and remove it from the list
- 14Login to the Engagex Agent Portal Navigate to the "Billing" tab Here, you can add a new payment method
- 15Login to the Engagex Agent Portal Navigate to the "Reports" tab Here, you can see all the calls we have made and any appointments we have set within the past 6 months
- 16To change your package type or size, all you need to do is reach out to your account manager. They will be able to help you with any changes you want to make.
- 17You may choose to suspend calling services for up to 2 months at a time. Each hold must be followed by a paid month of service. When you choose to put your services on hold, you agree to pre-pay for the month of service following the hold. If you decide to cancel your service while your account is on hold, you agree to forfeit the prepayment. Reach out to your account manager to place your account on hold.
- 18Although we recommend you give the service 90 days to see optimal results, our service is a month-to-month subscription. To cancel your subscription, you’re required to send the request in writing by emailing customerservice@engagex.com. Your request to cancel the subscription must be made before the 1st of the month. For example, if you want to end your services effective June 1st, you must make the written request on or before May 31st.
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