How to Use the Call Request Tool in Connect

The Call Request Tool in Connect allows visitors to request a callback from your church staff within a set time frame. This tool is great for:
✅ Answering visitor questions in real-time.
✅ Offering personal connections for prayer or support.
✅ Scheduling pastoral calls for those who need guidance.

💡 Why It Matters: Giving visitors the ability to request a call ensures they receive personalized attention without waiting on hold or navigating complex phone systems.

1. Adding the Call Request Tool to Your Panel

Step 1: Enable the Tool

Log in to your Connect Dashboard.
Navigate to Customize Tools.
Click “Add Tool” and select Call Request.
Click the down arrow next to the tool to open settings.

2. Customizing the Call Request Tool

Step 2: Adjust Form Titles & Introductory Text

Tool Title – Appears in the Connect panel.
✅ Example: “Request a Call” or “Need to Talk? We’ll Call You”.
Panel Title – The text that appears inside the tool when users open it.
✅ Example: “We’d love to connect with you! Enter your number and we’ll call you shortly.”.
Introductory Text – Provide a short message explaining why visitors should request a call.
✅ Example: “Have a question? Need prayer? Our team is happy to chat with you—just request a call below.”.

3. Setting When the Call Request Tool Is Visible

Step 3: Choose When the Tool Appears

You can decide when the Call Request form is available:

Always (Recommended for round-the-clock availability.)
Working Hours Only (Only visible during church office hours.)
After Hours Only (Displays only outside office hours.)

💡 Tip: If your team cannot return calls outside of working hours, use the working hours only setting to prevent visitors from waiting for a response when no one is available.

4. Building Your Call Request Form

Step 4: Customize the Form Fields

By default, the form asks for:
✅ First Name & Last Name
✅ Phone Number
✅ Company (if applicable—can be removed)

🔧 Editing Fields:

To remove a field, click the trash can icon next to it.
To edit a field, click the pencil icon, then change:
✅ Field Label (e.g., "Best Time to Call You" instead of "Company")
✅ Field Type (Text Box, Dropdown, Multiple Choice, etc.)
To add a new field, click “Add New Field” and select the type of input needed.

💡 Tip: Keep the form simple. If possible, just ask for a name and phone number to reduce friction for the user.

5. Setting Up Call Response Timing

Step 5: Define the Callback Window

Scroll to Call Response Time.
Select how long visitors should wait before a callback (from 2 seconds to 9 minutes).
✅ Recommended: 5 minutes – This allows your team enough time to see the request and respond promptly.
Set an auto-expiration message in case the call is not returned within the set time.
✅ Example: “Sorry we missed you! Our team will follow up as soon as possible.”

💡 Tip: If your team can’t guarantee a call within the response time, consider setting a follow-up message and providing alternative contact options.

6. Customizing Messages & Confirmation Settings

Step 6: Configure Call Request Messages

Waiting Message – What the visitor sees while waiting for a callback.
✅ Example: “Sit tight! A team member will call you within 5 minutes.”
Missed Call Message – If the call isn’t returned in time.
✅ Example: “We weren’t able to connect with you this time, but we’d love to follow up. Please try again later or email us at [church email].”
Feedback Request – Allow visitors to rate their call experience.
✅ Example: 👍 Liked It | 👎 Didn’t Like It | ❤️ Loved It

💡 Tip: Asking for feedback helps your team improve communication and service quality over time.

7. Setting Up Email Notifications for Your Team

Step 7: Get Notified When Someone Requests a Call

Scroll to Notification Email CC.
Enter an email address where call requests should be sent.
✅ Example: office@ministrydesigns.org.
Customize the notification subject and message:
✅ Example Subject: “New Call Request from [Name]”.
✅ Example Message: “Hey team, someone just requested a call from our website. Please follow up ASAP.”

💡 Tip: Add multiple email recipients (separate emails with commas) to ensure that someone on your team is always available to respond.

8. Testing Your Call Request Tool

Step 8: Save and Preview

Click “Save” to apply all changes.
Open your website and test the Call Request Tool to ensure:
✅ Form fields appear correctly.
✅ Calls are routed and responded to within the time frame.
✅ Notifications reach the right team members.

9. Best Practices for an Effective Call Request System

✅ Ensure Someone Is Always Available – If no one is on call, consider redirecting requests to an email follow-up.
✅ Keep Response Times Short – The sooner your team responds, the better the experience.
✅ Monitor Feedback & Improve – Use visitor ratings to refine your call request process.
✅ Follow Up on Missed Calls – If you miss a call request, send a personalized email or text offering another time to connect.
✅ Use It for Prayer Requests – Encourage visitors to request a call for prayer support, creating a personal church connection.

Next Steps

Your Call Request Tool is now set up and ready to help your church connect with visitors in real-time! If you need further assistance, contact support@ministrydesigns.org. 🚀