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Frequently Asked Questions

WHAT TO EXPECT FROM YOUR SERVICE

Do I have a primary point of contact at Engagex?


Engagex 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




Am I assigned a single caller?


At 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.




When will you set my appointments?


We 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.




What times do you make the calls?


Our call agents 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 clients.




When will you charge my credit card?


Your card will automatically be charged on the first business day of each month.




How many times do you call a customer to try and set an appointment?


We call each customer 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.




Do I have to send names every month?


Yes, we need a list each month. You are welcome to re-upload previous lists so we can reach remaining customers we haven't reached out to yet, however, we do need it uploaded each month. This is because our security protocols only allow lists to stay active in the system for 30 days.




When do I need to upload my names list?


In 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.




How many names do I need to have on my list?


For 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.




How long can you store my lists in the Engagex system?


Your 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 lead history for numbers we have called - this way, if you upload a list with the customers that have already been called, the lead history will remain.




How will I be notified when a new appointment has been scheduled?


When 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.




Will you call all of the customers on my list?


For the Guaranteed Appointment packages, we rarely call your entire list. We will call until your guaranteed number of appointments have been set. Any remaining names on your list can be uploaded the following month for calling. For the Per Name packages, we will call all of your names up to 3 times each.




What happens if Engagex doesn't set all of my guaranteed appointments?


If we don't schedule all of your guaranteed appointments, we will credit your account with additional appointments for the following months of service; as long as you...

  1. Provided sufficient names before the 10th of the month
  2. Have enough available appointment slots on your calendar
Reach out to your account manager and they will apply the credits to your account.




What notification options do I have?


You can choose to receive notifications via text or email. You can also download the Engagex app and receive notifications that way.




How will I know how many appointments have been scheduled?


You 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.





MANAGING YOUR ACCOUNT

How do I login to the Engagex Agent Portal?


To 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.




How can I adjust the available appointment times on my Engagex calendar?


  1. Login to the Engagex Agent Portal
  2. Navigate to the "Calendar" tab
  3. 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.




How do I block off a day on my Engagex calendar?


If you don't want any appointments on a specific day, you can remove all appointment times on that day.

  1. Login to the Engagex Agent Portal
  2. Navigate to the "Calendar" tab
  3. 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.




How do I remove a single appointment time from my Engagex calendar?


  1. Login to the Engagex Agent Portal
  2. Navigate to the "Calendar" tab
  3. Hover over an appointment time slot
  4. Click the red "x" that appears to remove the appointment
This will ensure that an appointment won't be scheduled at that time.




Can I set up multiple Engagex calendars?


You 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.




How do I set up multiple Engagex calendars?


The 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.




What should I do if someone doesn't show up for their appointment?


If you're on one of our Guaranteed Appointment packages, we'll replace up to 3 no-shows each month. For us to replace the no-show, you'll need to let us know within 48 hours of the appointment time.

  1. Login to the Engagex Agent Portal
  2. Navigate to the "Calendar" tab
  3. Select the appointment
  4. Click the dropdown menu next to "Action"
  5. Select "No-Show"
  6. Click "Save"
First, we'll attempt to reschedule the policyholder 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.




How do I reschedule an appointment on my Engagex calendar?


If you need to reschedule an appointment that has been set, but hasn't occured yet...

  1. Login to the Engagex Agent Portal
  2. Navigate to the "Calendar" tab
  3. Click the appointment on the calendar that you would like us to reschedule.
  4. A pop-up box will appear. Click the dropdown menu next to "Action"
  5. Select "Reschedule Appointment"
  6. Click "Save"
Our callers will then call the client back and attempt to reschedule. We need 24 hours to reschedule the appointment.




What should I do if I have multiple offices?


If 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.




How do I upload my list of names?


For security reasons, we do NOT accept lists via email. You must upload the list to our secure Agent Portal.

  1. Login to the Engagex Agent Portal
  2. Navigate to the "My Files" tab
  3. Click the box that says "click here to upload"
  4. 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.




What is a "Schedule/Location Conflict"?


A schedule or location conflict happens when your customer 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 customer again to let them know.




How do I respond to a schedule/location conflict?


  1. Login to the Engagex Agent Portal
  2. View the "Action Center" on the Agent Portal Dashboard
  3. Select the conflict you would like to resolve
  4. Click "Action"
  5. 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.




How do I remove a single client from a list that has already been imported?


  1. Login to the Engagex Agent Portal
  2. Navigate to the "Leads" tab
  3. Use the search bar to find the customer you'd like to remove
  4. Select the lead and remove it from the list




How do I update my payment method?


  1. Login to the Engagex Agent Portal
  2. Navigate to the "Billing" tab
  3. Here, you can add a new payment method




How do I run reports for calling performance?


  1. Login to the Engagex Agent Portal
  2. Navigate to the "Reports" tab
  3. Here, you can see all the calls we have made and any appointments we have set within the past 6 months




How do I increase or decrease the amount of appointments being set?


To 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.




How do I place my account on hold?


You 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.




How do I cancel my account?


After the initial 90 day agreement, our service contract is month-to-month and will automatically renew each month (whether you upload names or not) until you give us notice of your cancellation. If you cancel within the first 90 days, there will be a $150 fee. To cancel your services, you're required to send the request in writing by emailing customerservice@engagex.com. Your request to cancel must be made by the 15th day of the month prior to the next billing period.

  • For example, if you wanted to end your services effective June 1st, you must make the written request by May 15th.
At Engagex, we're constantly spending our time and resources to make sure we have enough callers to fulfill your appointment packages. This is one of the reasons we need your cancellation notice in advance.