Using the Call Center Mode for Your HeavySet Tech Forms – HeavySet Tech

HeavySet Tech introduces the Call Center Mode, designed for outbound or inbound call teams who need to schedule appointments for existing leads — without direct CRM access. This article is a guide on configuring, customizing, and using Call Center Mode.

What Is Call Center Mode?

Call Center Mode allows your team to use a simplified appointment form that connects directly to your CRM (such as improveit360). It’s perfect for agents handling calls who don’t have CRM logins but still need to book or update lead appointments.

Agents can use this form to:

Look up an existing lead using a phone number.
Confirm and edit customer details (name, address, email, phone, ZIP).
Schedule and confirm appointments directly from the form interface.

Each submission syncs instantly with your CRM — just like any standard HeavySet Tech form.

Step 1: Access Your Appointment Page Style Settings

Log in to your HeavySet Tech admin portal.
Navigate to Settings › Appointment Page › Style › Edit
(or visit https://admin.heavyset.tech/settings/appointment-page/style/edit ).
In the Form Options section, check both:
- ✅ Call Center Mode
- ✅ Consolidate First Two Steps
Click Submit to save.

Step 2: Create a New Form Record

Before creating an Access Token, you’ll need to create a Form record — this is where you define which CRM Connection and Style your form will use.

Go to Settings › Appointment Page › Page › New
or visit https://admin.heavyset.tech/settings/appointment-page/page/new .
Complete the following fields:
- CRM Connection – Select the CRM integration your business uses (e.g., improveit360).
- Style – Choose the Style you configured in the previous step that has Call Center Mode and Consolidate First Two Steps enabled.
- Name / Description – Optionally, give the form a descriptive name like “Call Center Form – i360”.
Click Submit to create the form record.

Once this form is saved, it will appear in your Access Tokens table, where you can generate the LIVE link for your call center team.

For more detailed setup guidance, see our step-by-step Setup Tutorial .

Would you like me to reflow this entire updated article (with the new “Create Form Record” step included) as a full finalized draft ready for publishing?

Step 2: Enable the Call Center Mode Form

After saving your style edits, return to your Access Tokens page:
Settings › Appointment Page › Access Tokens
Locate your desired form row.
Use the LIVE column link (e.g., https://lead.heavyset.xyz/form/<UUID>) to open your form.

💡 The same LIVE link mechanism is used for Call Center Mode — just make sure you’ve enabled the correct style and options as above.

Step 3: Searching for a Lead by Phone

When agents open the Call Center Mode form, they’ll first see a Phone Search field.

Enter the customer’s phone number.
The form will automatically fetch matching CRM data for that lead.

Step 4: Confirm Lead Details

Once a match is found, the form will automatically populate the customer’s:

Name
Address
Email
Phone
ZIP Code

Agents can make quick edits as needed before proceeding.

Step 5: Select an Appointment

Next, the agent can view available appointment slots and choose one that works for the customer.

Step 6: Confirm and Save the Appointment

After selecting an appointment, the final confirmation page displays the booked date and time.
This data is instantly synced with your CRM under the selected staff member or taker ID.

Optional: Set a Default Staff Member for i360 CRM

If your business uses improveit360 (i360), you can set a default staff ID that will be used for all Call Center Mode submissions.

Go to Admin › improveit360 › Preferences
or visit https://admin.heavyset.tech/improveit360/preferences .
Choose a default Staff Member ID.

Optional: Customize the Taker Using URL Parameters

You can override the default taker (staff member) using a URL parameter in your Call Center Mode link:

https://lead.heavyset.xyz/form/<UUID>?taker=FirstName+LastName

Replace FirstName+LastName with an exact match of the staff member’s name in i360.

Example:

https://lead.heavyset.xyz/form/123e4567-e89b-12d3-a456-426614174000?taker=Jane+Smith

This ensures appointments are attributed correctly to the agent who took the call.

Troubleshooting Tips

If the Call Center Mode form doesn’t load or behaves unexpectedly:

Make sure lead.heavyset.xyz is whitelisted in your ORIGIN list.
Clear browser cache or try a private browsing window.
Verify the Call Center Mode option is enabled under the correct style.
Contact HeavySet Tech Support if the issue persists.

Business Benefits

With Call Center Mode, your agents can:

Book appointments for existing leads without CRM logins.
Work quickly across inbound or outbound calls.
Maintain clean data and consistent attribution to staff members.

If you’re not yet using HeavySet Tech, you can schedule a live demo here to see how our platform can benefit your business.

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