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Managed Brands

  • Updated

This guide will walk you through:

 

What is a Managed Brand?

Note: If all the branding displays you intend to use with Branded Call are owned by your company, there is no need to register any 'Managed Brands,' and this guide does not apply to your account.

A managed brand represents a brand or display that is not owned by the enterprise registered with Branded Call. This type of relationship is common with a wide range of entities, including Business Process Outsourcing services (BPOs), client relationships, authorized dealers, and others.

 

When setting up caller display names for branded calls on behalf of a non-owned brand, users must get Branded Call's approval of the brand, first. This entails registering each brand as a 'Managed Brand,'. Note that each brand requires separate registration and both the 'Managed Brand' and caller display names must be approved by Branded Call for the branded display to appear on phone calls.

 

What are Managed Brands not used for?

Managed brands are not designed for grouping phone numbers for analytics or other processes. Instead, we recommend utilizing our Tags feature for this purpose.

Tags offer a flexible way to organize your phone numbers into custom groups, streamlining the management and analysis of various aspects, such as business units, campaigns, regional offices, or any other grouping that suits your company's needs.

For detailed instructions on using Tags please refer to the Tag documentation.

 

How can I determine if my account is configured as a Managed Brand Type Account?

Determining your account type is crucial for using our platform effectively. This guide will help you identify whether your account is configured as a Managed Brand Type Account. Follow the steps below to determine your account type and make any necessary changes with the assistance of our dedicated customer success team.

Step 1: Locate the Managed Brands page

Open the Hiya Connect console by logging into your Hiya Connect account.

Look for the Left Navigation panel on the dashboard.

Step 2: Verify your account type

If you see "Managed Brands" under the Branded Call section in the Left Navigation panel, your account is configured as a Managed Brand Type Account. You're all set!

Step 3: Changing account type (Unusual)

If you cannot see 'Managed Brands' in the Left Navigation panel, your account is not currently configured as a Managed Brand type. Changing your account type is a complex procedure. If you believe your account should be configured as a Managed Brand account, please contact our customer success team at customer-success@hiya.com. In your request, include your account details and specify your desire to switch to a Managed Brand Type Account. If you are unsure about the most suitable account type for your needs, our customer success team can provide guidance and ensure you make an informed decision.

 

Registering a new Managed Brand

Registering a Managed Brand involves a 4 step process

  1. Managed Brand information submission
  2. Verification of Managed Brand Relationship
  3. Resolution of Submission Issues (if applicable)
  4. Receive approval notification

You can register a Managed Brand through the console or the 'Register Managed Brand' API. Below, you'll find the step-by-step process for registering a Managed Brand using the console.

 

Managed Brand Information Submission

Navigate to the Managed Brands Page: Access the Managed Brands page under the Branded Call section in the Hiya console.

Initiate Registration: In the Managed Brands page, locate the 'Register a Brand' button at the top right. Click on this button to initiate the registration process.

 

Provide Brand Information: You will be directed to a screen where you can input all the necessary brand details for registration.

 

Enter Brand Information: Ensure the accuracy and completeness of the information provided. The registration process involves five key categories of information:

  1. Registration Contact: Indicate the person or entity that Hiya should contact in case of any issues with the registration.
  2. Registration Contact Email Address - This email address is essential for contacting the appropriate person at your organization in case of registration issues.
  3. Brand Details: Include the brand name and any additional relevant information.
  4. Brand Business Location: Specify the physical location of the brand.
  5. Brand Authorization Details: Describe how you can provide proof of authorization to use this brand.

Brand Details

  • Brand name / Required – the name of the brand or company you are registering. This needs to be the legal name of the entity or it will be rejected
  • Call purpose / Required – This field specifies the main purpose of the call. There are 7 possible values (List provided in Appendix)
  • Industry / Required – The industry field identifies the sector or category in which the business operates. There are 16 possible values (List provided in Appendix)
  • Number of Employees / Required – This is the total number of individuals currently employed by the organization.
  • Website URL / Required – This is the web address (URL) where people can access the company's website to learn more about your products, services, or information related to your business.
  • Doing Business As (DBA) / Optional – If the business operates under a different name than its legal entity name, the DBA field specifies the name by which it is commonly known.
  • Business Identification Number / Optional – This is a distinct and mandatory identification code designated to the business for essential tax and legal purposes. In the United States, this number is often referred to as an Employer Identification Number (EIN). It can vary depending on the location and specific requirements and may be known as a state tax registration number, business registration number, or business license number.
  • DUNS Number / Optional – The Data Universal Numbering System (DUNS) number is a unique nine-digit identifier assigned to businesses by Dun & Bradstreet. It is often used for credit reporting and to establish the creditworthiness of a business.

 

Summary Brand Details with example

Field Required? Example Alternative
Brand Name Required Guard Insurance Company  
Call Purpose Required Telemarketing Blended (Multiple uses)
Industry Required Insurance Other
Number of Employees Required 11-50 Select “Not sure”
Website URL Required https://www.guard-ins.com Select “Business does not have a website”
Doing Business As (DBA) Optional Northwest Insurance  
Business Identification Number Optional 123456789  
DUNS Number Optional 150483782  

If you're unsure about what information to provide for a specific field, refer to the detailed guide in the Appendix. To troubleshoot any issues related to these fields, please consult the Appendix.

 

Brand Business Location

Summary Brand Business Location with examples

Field Required? Example Alternative
Country Required US  
Street address Required 3594 Pratt Avenue  
City Required Seattle  
US State Required WA N/A for non-US
US Zip code Required 98101 N/A for non-US
Primary business phone number Required 360-982-1415  

 

Brand Authorization

This information confirms your relationship with the brand and allows us to verify your authorization to use the brand. Additionally, it provides us with the contact details of a person within the brand who can endorse your use of the brand.

You can establish your authorization to use the brand through one of two methods: 

  • Letter of Authorization (LOA): You can provide a signed authorization letter from a representative of the Managed Brand, granting permission for branded calling. You can access a template for this letter in the console by clicking "Need a letter of authorization? Download, complete, and add signatures to our LOA template."
  • Email the Brand: Hiya will email the "Brand Contact Email Address" you provide, notifying them of your intention to enable branded calling. A sample email is included below for reference.

The method you choose depends on whether you check or uncheck the "A LOA is not available. Email the brand for authorization" checkbox. If left unchecked, you will need to provide an LOA. If checked, an email will be sent to the brand contact. Please note that if you provide an LOA, we will not initiate contact with the brand. If you do not provide an LOA, we will need to contact the brand representative.

  • Brand Contact Name: This is the name of an individual within the company who can verify your business relationship and authorize the use of their brand.
  • Brand Contact Email Address: Ensure that the provided email address is associated with the company's official web domain. Email addresses from free email providers (e.g., Gmail or Yahoo Mail) will not be accepted.
  • Brand Contact Phone Number: The phone number for the brand contact. This information is solely used for verification purposes and will not result in direct contact.

Understanding Managed Brand Statuses

Managed Brands can have one of four possible statuses:

  • Approved: Your Managed Brand has been reviewed and approved. You can now proceed to add phone numbers and display names for this brand.
  • Pending: Your Managed Brand is in the review queue and awaiting approval. It has not been assessed yet.
  • Needs Attention: There was an issue with the submission of your Managed Brand. An email detailing the issues that need your attention will be sent to the provided email address. You must resolve these issues to continue with the approval process.
  • Disapproved: Following a thorough review, the Managed Brand has been rejected and is not approved for use.

You can review these statuses at any time on the Managed Brands page in the console. Use the tabs to navigate through the different lists of Managed Brands sorted by status. The default landing page displays the Approved Managed Brands.

 

Fixing issues with Managed Brand Submissions (if applicable)

If any issues are identified with your Managed Brand submission you will receive an email to the address provided under ‘Registration contact email address’. This email will explain what the issue is and provide a link that will take you to the page to fix the issue. Sample email found below. 

Clicking the 'View and Update Details' button on the email will direct you to the Hiya console, where you can address the issues outlined in the email. Alternatively, you can go to the Managed Brands page on the console and select the 'Needs Attention' tab. Clicking on the name of the Managed Brand will also lead you to the same page.


Click the 'Update Details' button and implement the changes specified in the email. Once you've completed the updates, click 'Submit for Approval' at the bottom of the page.

The Managed Brand will then return to the 'Pending' state and undergo a review with the newly provided information.

Appendix

Troubleshooting registration fields:

  • Brand name – the name of the brand or company you are registering. This needs to be the legal name of the entity, or it will be rejected
  • Call purpose – This field specifies the main purpose of the call. There are 7 possible options:
    1. Account Service: These calls are primarily focused on assisting customers with their accounts. This can include account inquiries, updates, and troubleshooting issues related to their accounts.
    2. Billing / Collections: The main objective of these calls is to discuss and resolve billing-related matters, including payment inquiries, overdue balances, and collections efforts.
    3. Fundraising / Recruiting: These calls aim to raise funds or recruit individuals for a particular cause, organization, or initiative. They may involve soliciting donations or seeking new talent.
    4. Notifications / Scheduling: Calls in this category convey important information or schedule appointments, meetings, or events. They serve as reminders or updates to recipients.
    5. Sales: Sales calls aim to promote and sell products or services to potential customers. The primary goal is to generate interest and secure a sale.
    6. Service Delivery: These calls are focused on delivering services or products to customers. This could involve arranging service appointments, confirming deliveries, or providing after-sales support.
    7. Blended (Multiple uses): This category encompasses calls with multiple purposes, as they may involve a combination of the purposes mentioned above. 
    8. Note: If you are unsure about the call purpose for your specific use case, please choose 'Blended (Multiple uses)
  • Industry – The industry field identifies the sector or category in which the business operates. There are 16 possible options:
    1. Automotive: Businesses manufacturing, selling, repairing, or servicing vehicles and automotive products.
    2. Consulting: Firms that provide expert advice and guidance to clients in various fields, offering solutions to specific challenges.
    3. Education: Organizations providing educational services, including schools, colleges, and educational technology companies.
    4. Financial Services: Companies operating in the financial sector, offering services such as banking, investing, insurance, and financial planning.
    5. Food and Beverage: Businesses related to the production, distribution, and sale of food and beverages, including restaurants, food manufacturers, and grocery stores.
    6. Health & Medical: Entities involved in healthcare and medical services, including hospitals, clinics, pharmaceutical companies, and healthcare providers.
    7. Hotels & Travel: Organizations in the hospitality and travel industry, including hotels, resorts, travel agencies, and tour operators.
    8. Insurance: Companies that provide insurance products and services to individuals and businesses to protect against various risks.
    9. Law Firms & Legal Services: Legal practices and firms offering legal advice, representation, and related legal services.
    10. Non-Profit & Charitable Organizations: Non-profit entities focused on charitable, educational, or social causes, often funded by donations.
    11. Professional Services: Businesses offering specialized services such as accounting, marketing, consulting, and design.
    12. Real Estate: Entities in buying, selling, renting, or managing properties and real estate assets.
    13. Retail: Businesses engaged in selling consumer goods directly to customers through physical stores or online platforms.
    14. Technology: Companies in the tech sector, including software development, hardware manufacturing, and tech-related services.
    15. Telecommunications: Firms providing communication services, including mobile and landline phone services, internet, and data transmission.
    16. Other Business / Not Listed: A catch-all category for businesses that do not fit into the specified industries or are not listed in the provided options.
  • Number of Employees – This is the total count of individuals currently employed by the organization, providing an indication of its size.
    1. If unsure pick the closest range to the estimate of the size of the company
  • Website URL – This is the web address (URL) where people can access the company's website to learn more about your products, services, or information related to your business.
    1. You should only select “Business does not have a website” if the brand does not have a website. Otherwise this field is required.
  • Doing Business As (DBA) – If the business operates under a different name than its legal entity name, the DBA field specifies the name by which it is commonly known.
    1. Optional field that helps us accelerate the verification process to enable the account and features faster
  • Business Identification Number – This is a distinct and mandatory identification code designated to the business for essential tax and legal purposes. This number is often called an Employer Identification Number (EIN) in the United States. It can vary depending on the location and specific requirements and may be known as a state tax registration number, business registration number, or business license number.
    1. Optional field that helps us accelerate the verification process to enable the account and features faster
  • DUNS Number – The Data Universal Numbering System (DUNS) number is a unique nine-digit identifier assigned to businesses by Dun & Bradstreet. It is often used for credit reporting and to establish the creditworthiness of a business.
    1. Optional field that helps us accelerate the verification process to enable the account and features faster