Home
Changelog
New release - Journey calculations, Exchange and Outlook.com support and Voice call matching widget revamp
improved
FLG Appointments
FLG Journeys
FLG Voice
Hello
Lots of new things to tell you about right across the FLG product.
Journey calculations
In-page calculations are here! You can now create calculations within a journey to add meaning to the data you're collecting whilst you're collecting it. The new calculation field type lets you create simple journey calculations using all integer, decimal and currency fields. Perfect for creating income and expenditure summaries.
Calcs
We hope this gets your creative juices flowing and you can tell us what else you need from journey calculations. We have ideas but we'd rather you told us what you want. Head to our feedback site to do just that.
More Microsoft support for Appointments
FLG Appointments now supports Microsoft Exchange and Microsoft Outlook.com too. If you're an Exchange or Outlook.com user who schedules calls or meetings with customers or prospects as part of your process, this should be right up your street. Appointments checks availability in your external calendar and lets you pick an available time without ever leaving FLG CRM. It then puts the appointment into your external calendar. No more duplication!
Exchange and Outlook
Voice call matching widget revamp
We now show a mini call history in the widget where the user can match/unmatch calls to/from leads as well as archive calls if there is no corresponding lead. The user is also one click away from the full call details or their own call history page previously reserved for admin users.
Re-vamped call widget
We want to do everything to ensure every call associated with your leads has the correct home and nothing falls into a black hole. Tell us if we can do more.
Thank you,
Mike Emery
Product Manager
New release - make appointments for a team or group and set any appointment duration
improved
FLG Appointments
Hello,
A couple of great new additions to FLG Appointments.
Group appointments
FLG Appointments now supports groups. You can check calendar availability in a group or team to find a suitable slot for a meeting or call. It's quick, easy and uses your existing FLG user groups. All you need to do is get each user in the team to connect their external Google or Office 365 calendars and you're away.
Group calendars
Flexible appointment duration
This one came straight from our feedback site - it's great to be able to close the feedback loop.
Rather than choosing a fixed appointment length, you now have the freedom to select exactly how long your appointment should be.
Flexible durations
Next we're going to give you a way to invite your customer or prospect to the appointment so it appears in their calendar and add support for Microsoft Exchange and Outlook.com calendars. Watch this space!
Thank you,
Mike Emery
Product Manager
New release - Voice call history, easy voicemail identification and more automation
improved
FLG Voice
Hello
I am pleased to be able to tell you about three new Voice features.
Call history
To go hand in hand with our Voice feature, we've added a call history to administer your calls. Here you can ensure every call has a matched lead and no important calls get lost. It's also the place to view all the call details and another place to add call comments and listen to call recordings.
Call hist (blurred)
Inbound voicemails
We'll now make it clear on the lead and in the call history when your customer or prospect leaves you a voicemail rather than treating it as a normal inbound call. At a glance you'll be able to see that your attention is needed and a voicemail exists.
Voicemail on lead (pixelated)
Lead action events
You can now automate actions on an unanswered inbound call or on receipt of an inbound voicemail. Why not task your users immediately to return the call or listen to the voicemail to keep the lead warm and provide the best customer service you can.
Voice event triggers
Next we're going to improve the call history and give you a way to archive calls when there is no corresponding lead. In the coming weeks we'll also have a brand new Voice integration to tell you about to add to Aircall.
Thank you
Mike Emery
Product Manager
New release - improvements to Journeys and Voice
improved
FLG Journeys
FLG Voice
Hello,
We've just released some great new Voice and Journeys functionality.
Add call comments to an existing telephone call note
The Aircall integration, the first offering as part of our Voice track, is great and creates telephone call notes automatically with call recordings just a click away. We quickly identified that it's very normal for an agent or adviser to record important details of the conversation after the call has ended. With the telephone call note locked, there was no way to do this. Well, there is now! If you use Aircall, or one of our future Voice integrations, then you can now add call comments to a telephone call note. Entries are date and time stamped and show which user added it so a full audit history is available. Plus you can still add call comments in the Aircall app too.
Append comments to Voice call notes
Use conditional filters in Journeys to power automation
Journeys automation just got better. You can now trigger events based on the data collected via a journey. For instance, you could ask your customer what bolt-on products they may be interested in and automatically send them more information. Or check their date of birth if your products are targeted at specific age groups and send more information based on that.
Auto-expanding long text box
It turns out that the 'long text' data type just wasn't long enough for some of you, so we've made it auto-expand. The input box will now expand to forty lines before you'll see a scroll bar. If you only collect a small amount of text, you'll see no change.
Long text box auto-expand
Thank you,
Mike Emery
Product Manager
New release - Journeys webhooks and automation plus more Appointments controls
improved
FLG Appointments
FLG Journeys
Hello
We've just released some great new Journeys and Appointments functionality.
Lead action events
You can now automate actions based on the progress completing a journey. For instance, why not send your customer or prospect an email thanking them for their time completing your fact find. Or assign the lead to a particular user or user group once a journey has been completed so the contents go to the right people straight away.
Journeys event triggers
Webhooks
Journeys data is no longer siloed! Set up a webhook as part of a lead action or workflow in the normal way and you'll now see Journeys' data included so you can start to make use of it in other systems or tools.
Edit or delete an appointment from FLG
Appointments can now be edited or deleted from the FLG activity stream. Not only is this easier than jumping over to Google Calendar or Microsoft Office 365, you can do it on behalf of others in your company without needing access to their external calendar and be able to check their live availability. It's fast and simple to do, so an appointment can be rearranged whilst your customer or prospect is on the end of the phone and be updated in the external calendar in seconds.
Edit appointment
Next we're expanding Appointments to user groups so we can check calendar availability for a whole team. We're also building on Journeys automation with conditional filters before we start to look at in-page calculations and conditional logic.
Mike Emery
Product Manager
New release - Voice click-to-call, screen-pop and number matching 📞
improved
FLG Voice
Hello
We've been busy adding new features to our Voice integration with Aircall.
We have a small number of customers who are already enjoying the Aircall integration and have been impressed with what they see. If you're looking for a telephony system with a tight integration with FLG, why not have a look at Aircall.
Click-to-call and screen-pop
Clicking on a telephone number in FLG will now send it straight to the Aircall dialler to save you time when making outbound calls and link the call straight to the lead.
Click to call
We also show key caller information for inbound calls such as the caller's name and details about their lead plus a link to screen-pop straight to the lead.
Clever number matching
It's possible that your FLG system may have the same telephone number recorded on multiple leads. Or your users could call you from an alternative or withheld number you don't have recorded.
To ensure the call note and call recording are placed on the correct lead, we've added a clever number matching feature to allow the person on the phone to make matches during and for a period after the call
Match call
We use the FLG platform as our core product so this is going to be great for us as we take calls from multiple users from the same company. We can now quickly match calls to leads to ensure a complete audit of call notes and call recordings.
Let us know how we can make the Aircall integration even tighter or if you have a telephony system you'd love to be integrated with FLG.
All the best.
Mike Emery
Product Manager
New release - more Appointments automation 🕒
improved
FLG Appointments
Hello
A new FLG Appointments feature to tell you about.
Lead action events
Make sure your customers or prospects never miss a call or meeting using lead action events with Appointments.
You can now send reminders, notifications and follow-ups based on the date or time of an FLG appointment. For instance, you could send an email one day before the appointment to ensure your prospect has everything to hand they'll need for a call. Or send a text message one hour before so they're ready and pick up the call when you ring. You could also remind your own users of forthcoming appointments so they can prepare.
Event trigger
Let us know if we can add any further automation to make your processes even more slick and consistent.
Next we're working on giving more control of Appointments from your FLG activity stream so you'll be able to delete and edit them without visiting your external calendar.
Have a great weekend.
Mike Emery
Product Manager
New release - FLG template variables field chooser 📄
improved
FLG Appointments
FLG Journeys
Hello
For those of you using templates and template variables, we think you're going to love our latest release.  Adding variables to templates is tricky, time consuming and not within everyone's comfort zone. Well, not anymore!
To make it simpler and quicker for all users, we've added a new field chooser so you can now add variables to templates with a single click and see all available variables in one easy menu. No more code writing or trying to remember what is in each additional lead group field - everything at your fingertips right where you need it.
Template variables4
We've also made Journeys and Appointments fields available in the field chooser so they too can be added to templates. This is just the start of our work to make Journeys and Appointments data more accessible and usable. Next we're looking at API and webhook access.
Please take a look and let us know what you think. We love hearing what you like and don't like so we make the right priority decisions for you. Why not hop over to the FLG feedback board so you can see what other FLG users have asked for. Add your vote where you want the same thing or post something new.
Thanks.
Mike Emery
Product Manager
New release - Appointments availability periods 🕒
improved
FLG Appointments
Hello
Another new FLG Appointments feature to tell you about.
Availability periods
Each user can now set up availability periods so FLG CRM only offers appointments during those hours to accommodate different working patterns and rotas. It avoids appointments in your calendar at times you're unavailable or at times which are inconvenient.
Availability periods is another big step towards giving each user complete control over their time. With minimum scheduling notice, buffer between appointments and start intervals already possible, the rules are powerful and provide great flexibility.
Appointments - availabilty periods
Next we're working on more automation with appointment triggers to control tasks and notifications.
Thanks for now.
Mike Emery
Product Manager
Our latest FLG feature - Voice 📣
new
FLG Voice
Hello
I am very pleased to tell you that our latest development track, Voice, has commenced and the first release is complete!
What's Voice?
Voice is focused on diallers and telephony, offering tight integrations with some of the best telephony systems. These integrations are simple to set up, easy to use and offer all the compliance you need. We're exploring telephony systems for small and medium-sized businesses, and also those best suited to call or contact centre settings.
What's first for Voice?
Our first release is our Aircall integration. Aircall is an ultra modern telephony system with instant setup, powerful integrations and proven quality. It scales very easily and offers the flexibility you need to fit your business today and the plans you have for tomorrow.
Our first release with Aircall provides something new for FLG CRM - automatic telephone call note creation and access to call recordings straight from the lead. The latter is something you've been calling out for on compliance and quality grounds so we've made this our top priority.
Aircall-Canny changelog
Can I try the Aircall integration?
Absolutely! The FLG integration with Aircall is available right now. As an early release we've given you basic, yet valuable, features so we get real usage and your feedback as early as possible.
What's next for Voice?
You tell us! Hop over to the feedback site to post your suggestions. 
We want to do more with Aircall to make the integration even better and then plan to look at our next product integration. If you have one you're desperate for, get it on our feedback site.
Thanks for reading.
Mike Emery
Product Manager
Load More