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Hawksoft Integration

The Hawksoft integration enables Gail to seamlessly connect with your agency management system, delivering personalized customer experiences and eliminating manual data entry. Available directly through Hawksoft’s marketplace, this integration is quick to set up and immediately enhances your customer interactions.

 

Key Benefits

Personalized Caller Recognition
Imagine every client feeling truly seen and valued from the very first “hello”! Gail seamlessly taps into your Hawksoft data to instantly recognize callers and greet them by name. This creates an immediate, warm, and professional connection that sets a fantastic tone for every interaction.

Automated Note-Taking
Say goodbye to the tedious chore of manual data entry. Gail listens intently during every conversation, then intelligently synthesizes the key details and automatically populates relevant notes directly back into Hawksoft. This saves your team precious time and ensures that your client records are always pristine, accurate, and up-to-date.

Proactive Task Creation
Gail doesn’t just manage conversations—it propels your workflows forward. Following each interaction, Gail automatically creates and assigns essential tasks within Hawksoft. This proactive approach ensures that no important action ever falls through the cracks, streamlining your operations and empowering your team to deliver exceptional service with remarkable efficiency.

Setup Requirements

Before you begin, ensure you have:

  • An active Gail account
  • Hawksoft admin access
  • Your Hawksoft agency number

Setting Up the Integration

Step 1: Locate Your Hawksoft Agency Number

Your agency number is required to connect Gail with Hawksoft. You can typically find this number in the top-left corner of your Hawksoft screen.

 

If you’re having trouble locating your agency number, take a screenshot of your Hawksoft dashboard and share it with Gail support—we can help you identify it.

Step 2: Access Hawksoft Marketplace

  1. Sign into your Hawksoft account
  2. Navigate to the Marketplace or Integrations section
  3. Search for “Gail” in the marketplace

Step 3: Install the Gail Integration

  1. Click on the Gail integration listing
  2. Click Install or Connect
  3. When prompted, enter your Hawksoft agency number
  4. Follow any additional prompts to authorize the connection
  5. You should see a confirmation that Gail has been successfully connected

Step 4: Complete Connection in Gail

  1. Sign into your Gail account
  2. Navigate to Partners or Integrations
  3. Find the Hawksoft integration
  4. Verify that the connection status shows as Connected

Since Gail is now part of Hawksoft’s official marketplace, there’s no need for back-and-forth between support teams. The connection happens automatically once you provide your agency number.

How It Works

Once connected, the integration works automatically:

Inbound Calls

  1. Caller Recognition: When a client calls, Gail queries Hawksoft using the incoming phone number
  2. Personalized Greeting: If the caller is found in your system, Gail greets them by name and can access relevant account details
  3. Contextual Conversation: Gail can reference policy information, recent interactions, and other relevant data during the call

Post-Call Automation

After every conversation, Gail automatically:

  1. Creates Call Notes: A detailed summary of the conversation is added to the client’s record in Hawksoft
  2. Generates Tasks: Action items identified during the call are created as tasks and assigned to the appropriate team members
  3. Updates Records: Any information collected during the call updates the relevant fields in Hawksoft

What Data Syncs

From Hawksoft to Gail

  • Client names and contact information
  • Policy details
  • Account status
  • Previous interaction history

From Gail to Hawksoft

  • Call summaries and transcripts
  • Conversation outcomes
  • Follow-up tasks
  • Updated contact information

Testing Your Integration

Before going live with clients, test the integration to ensure everything is working correctly.

Step 1: Place a Test Call

  1. Using a phone number that exists in your Hawksoft system, call your Gail number
  2. Verify that Gail greets you by name
  3. Have a brief conversation that would typically generate follow-up actions

Step 2: Verify Data Sync

After the call:

  1. Open the client record in Hawksoft
  2. Check that a new note has been added with the call summary
  3. Verify that any tasks discussed during the call have been created
  4. Confirm that the information is accurate and properly attributed

Troubleshooting

Caller Not Recognized

If Gail doesn’t recognize a caller:

  • ✅ Verify the phone number exists in Hawksoft
  • ✅ Check that the phone number format matches (include area code)
  • ✅ Ensure the contact record is active, not archived
  • ✅ Allow a few minutes for new contacts to sync

Notes Not Appearing in Hawksoft

Ensure:

  • ✅ The integration is still connected (check status in Gail Partners section)
  • ✅ Your Hawksoft account has proper permissions to create notes
  • ✅ The client record exists and is accessible

Tasks Not Being Created

Check that:

  • ✅ Your Hawksoft account has permissions to create tasks
  • ✅ Task templates or required fields in Hawksoft are properly configured

Best Practices

Data Quality

  • Keep contact information up-to-date in Hawksoft for accurate caller recognition
  • Use consistent phone number formatting across your system
  • Regularly review and clean up duplicate records

Agent Configuration

  • Train your Gail agents to ask for confirmation before creating tasks
  • Set up clear escalation paths for complex issues that require human intervention
  • Review call summaries periodically to ensure accuracy

Monitoring

  • Regularly check that notes and tasks are syncing correctly
  • Review call transcripts to improve agent responses
  • Monitor task completion rates to identify workflow improvements

Need Help?

If you encounter issues or have questions about the Hawksoft integration: