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Getting Started - User guide
Getting Started - User guide

Summarized step-by-step guide for iClosed users with roles Closer and/or Setter

Updated over 3 weeks ago

This guide will get you up and running in a few simple steps. Before we diving into it, check out this quick video tutorial.

#1 Connect Calendar

In case you've chosen to skip "Connecting calendar" step during the sign up flow, here's how to do it.

Learn how to connect calendar and why it's important

Pro tip

Even though Calendar connection is not a minimum technical requirement for a user to start getting calls booked in the scheduler, it's highly recommendable to get it connected first, to avoid sending Google Meet invite links manually and to be able to send out email notifications (confirmation, reminder and cancel emails).

The AI Scheduler → Calendar connections page is accessible from the button "Calendar" on the top right of any AI Scheduler page.

Within this page you will be able to do more than just to connect your calendar. Here's the breakdown of all options:

Add Another Calendar

In this section you'll be able to connect more than one calendar, such as private calendars, even if they are a different Google account.

  1. Simply click on the button "Add another calendar" on the top right of the calendar section

  2. Connect by following the sign in procedure. Please make sure to accept all permissions in order for iClosed to manage your Google Calendar properly.

Add to Calendar

Select which Calendar will be the primary one, where all events will be stored, and from which Google Meet link will be generated for your events.

Check for conflicts

Mark or unmark calendars to be checked against availability conflicts. In case a calendar is connected, but not checked, iClosed will not be able to review it against potential event and availability conflicts.

#2 Set Availability

After connecting Calendar, setting Availability is the most important piece of the settings.

Learn how to set it up and why it's important

Important Note

Setting Availability is one of the minimum technical requirements for being able to start receiving calls (along with login to iClosed account - pending invitation).
​
In case it's not set, you will see badge "Availability not set" in Hosts setup
​

Basic Setup

Let's get these first steps completed quickly:

  1. Choose Events
    for which you wish to activate/deactivate your Availability. iClosed will by default apply availability to all events but alternatively, you can deactivate an event to which you wouldn't like to apply your availability.
    ​

  2. Select the Time Zone
    It is very important to set correct time zone in order for your scheduler to be in line with actual availability.
    Time zone in availability may differ from the actual time zone you're in, and time zone in Availability menu will directly impact times your leads will see according to their time zone when they visit scheduler.

Advanced Setup

Set regular working day schedule

Simply turn toggle button ON or OFF depending if you want to be available on the specific day or not.

Set single timeframe

during which you will be available to take calls during the day
(Singe timeframe, between 9am to 5pm, Mon through Fri is set by default).

Pro tips

First hour set (starting hour) and last hour set for the day will be considered as your Day Start and Day End hours.

Set multiple blocks of times for a single day

  1. Set start and the end of your first (earliest) time block

  2. Click on the "+" button next to the times

  3. New block will appear bellow and have start time as the end time from previous block

  4. Update start and end times for the second block and add more if needed

You will be able to create up to 14 (fourteen) separate time blocks for each day, in case you need to.

Copy schedule to the rest of the week days easily

  1. Navigate to the day you would like to copy

  2. Click on the "Copy" icon

  3. Select to which days you would like to copy schedule

And now you're all set and ready to go! Start taking calls and don't forget to add outcomes after each and every call (learn more below, step #3).

Use Date override feature when you're out of the office

In case you need to create and exception on a specific date to your Availability, do not change your standard work hours (availability) but simply:

  1. Click on the "Add a date override" button at top right of your screen under
    ​Date-Specific Availability section
    ​

  2. Select single or multiple dates for which you need to customize your Availability
    ​

  3. Set timeframes for this specific Availability
    ​

  4. Utilize additional option to create more than one timeframe if needed, by clicking on the "+" icon
    ​

  5. And save by clicking on "Add date override" button

As soon as you add it, the list with dates for which you have added date override will appear on the right side of Availability page.

#3 Start getting calls and adding call outcomes

From this point on, your standard day to day iClosed activity will be focused mostly on checking number of upcoming calls for the day and setting call outcomes in
​ AI Scheduler → Scheduled calls → Past calls.

Here's why you should add outcomes after every call

Adding call outcomes after every call is super-important for keeping track of your performance by keeping stats up to date, and to be able to track all stats on
the iClosed dashboard (learn more here)!

You will be able to see all important information about your calls, and your overall performance in the Analytics page.

Before continuing with the call outcomes step-by-step guide, please check the video:
​

Here's how to set Call outcomes

  1. Go to AI Scheduler → Scheduled Calls → Past Calls
    ​

  2. Click on "Add outcome" button on the right, and choose between:

    1. Sale

    2. No Sale

  3. In both cases you will be asked to add an Objection

    1. Sale → add objection you had to overcome

    2. No Sale → available for only Follow Up Scheduled and Unqualified reason
      (other no sale reasons are self explanatory)


    In case you've chosen the wrong reason, don't stress about it. Simply open Call details card by clicking on the drop down menu on the right and edit Call outcome.

Business/Enterprise subscription plan users will have additional outcome options, with Discovery calls (events).
Discovery event type is the primary event for Appointment setters
(Learn more about types of events).

Objections explained

Objections with Sale outcome

Selecting the "Sale" outcome process has options for the closer to specify objections for the potential bocks that were successfully solved on the call.

  • Money → Indicating financial constraints on the part of the lead

  • Logistic → This refers to logistical challenges that need to be resolved

  • Partner → Signifying the need for consultation with a partner or decision-maker.

  • Fear → Addressing concerns or doubts about the effectiveness of the solution.

  • Smoke Screen → Identifying distractions or excuses raised by the lead.

  • No Objection → Denoting that no objections were raised during the call.

No Sale Outcome and Reasons

Only for Follow Up Scheduled and Unqualified reason (other no sale reasons are self explanatory).

  • Money → Sales blocked by financial problems. Add note to provide more details (e.g. product too expensive)

  • Logistic → This refers to logistical challenges that need to be resolved before making a sale.

  • Partner → Partner or a decision-maker blocked sales, but forwarded information via attendee.

  • Fear → Addressed concerns or doubts about the effectiveness of the solution/product you're selling and doesn't want to move forward

  • Smoke Screen → Distracted or placing excuses, in most occasions not a serious buyer

  • No Objection → No objections, simply doesn't want to get into it

Reasons you can use for setting No Sale outcomes are:

  • Follow-Up Scheduled → Indicates that the lead expressed interest in a follow-up and requested to schedule another call.

  • Unqualified → Contact was deemed as weak or not suitable for further engagement based on qualification criteria.

  • No Show → Lead did not attend the scheduled call as expected, without providing heads up.

  • Contact Cancelled → Closer cancelled after contact initiated the cancellation of the call.

  • Admin Cancelled → The call was cancelled by Admin/Sales Manager, possibly due to scheduling conflicts or other administrative reasons.

Sale Products and Deals

As soon as you are done with selecting a Sale Objection and adding notes, the next screen will provide options for adding product/service sold and adding of deal details.

  1. Enter Deal Value → in predefined currency from Settings → General
    ​or Add from transactions
    (in case you've integrated payment processor with iClosed, like Stripe or any other via Zapier or Make) By clicking on Add from transactions button, you will be able to select payment collected from your payment processor
    ​

  2. Set Deal date
    ​

  3. Select Product (if you've created them manually) or Add new product
    ​

  4. Select Payment type

    1. Won → First time customer in iClosed.
      ​it will affect your closing rate

    2. Deposit → Customer didn't pay the service in full or deposited an amount for future purchase to be completed.
      It affects your engagement rate.

Additional deal type is Recurring → Returning customer, or the one you already had in your pipeline as a customer on an ongoing subscription plan (​It will not affect your closing rate)
​

Here's a complete video tutorial, that shows the whole "Sale" outcome process:

Learn more

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