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HawkSoft Integration

Deep dive into Voley's HawkSoft integration: contact sync, message logging, and keeping your client records up to date.

Estimated time: 15 minutes

Overview

Voley's HawkSoft integration connects your agency's communication platform directly with your AMS. This integration provides:

  • Contact Sync: Import your HawkSoft clients into Voley so you can text them directly
  • Message Logging: Log conversations back to client records in HawkSoft — automatically or manually
  • Follow-up Tasks: Optionally create a task in HawkSoft when you log messages — assign it to a team member with a due date
  • Attachments: File attachments from your conversations are automatically sent to HawkSoft when logging, or you can manually attach a file
  • Client Mapping: Voley links contacts to HawkSoft client IDs, so logs go to the right place

Important: HawkSoft is always your source of truth. Voley reads from HawkSoft but never modifies your HawkSoft data — except when logging conversations, which adds notes to client records.

Connecting HawkSoft

Only admins can configure the HawkSoft integration. Because Voley is an official HawkSoft Partner, you don't need to request your own API credentials — you just need your agency's Agency ID.

Setup Steps

  1. In HawkSoft, go to the Marketplace and find the Voley listing
  2. Subscribe to enable the integration for your agency
  3. In Voley, go to Settings → Integrations
  4. Find HawkSoft and click Connect
  5. Enter your Agency ID
  6. Click Test Connection to verify everything works
  7. Save your configuration

Once connected, you'll see an Active status badge next to HawkSoft in your integrations list.

Note: Your Agency ID can be found in your HawkSoft account settings. If you need help locating it, contact HawkSoft support or your HawkSoft account manager.

Contact Sync

After connecting HawkSoft, you can sync your client list into Voley. This imports client names, phone numbers, and email addresses so you can message them without manual data entry.

How Sync Works

  • Voley pulls client data from HawkSoft's API
  • Each HawkSoft client becomes a Voley contact, linked by their HawkSoft client ID
  • If a contact already exists (matched by phone number), Voley updates it rather than creating duplicates

Running a Sync

You can sync contacts manually at any time, or set up automatic syncing on a schedule.

  1. Go to Settings → Integrations → HawkSoft
  2. Click Sync Contacts to run an immediate sync
  3. Wait for the sync to complete (this may take a few minutes for large client lists)

Auto-Sync

To keep contacts in sync automatically, enable Auto-Sync in your HawkSoft integration settings. You can choose a time of day for the sync to run. This is useful if your HawkSoft client list changes frequently.

When to Run a Manual Sync

Even with auto-sync enabled, you may want to run a manual sync after bulk changes in HawkSoft — new clients added, phone numbers updated, clients merged or removed — to pick up changes immediately without waiting for the next scheduled run.

Message Logging

The core value of the HawkSoft integration is logging conversations back to client records. Every text exchange can be documented in HawkSoft, creating a complete communication history.

Key Rule: Messages are only ever logged once. If you've already logged a message, it won't be logged again — preventing duplicate entries in HawkSoft.

Manual Logging

You can manually select which messages to log at any time:

  1. Open a conversation with a HawkSoft-linked contact
  2. Click the Log button in the conversation header
  3. Checkboxes appear next to each message — select the ones you want to log
  4. Click Log Selected
  5. In the confirmation modal, choose your logging format:
    • Text Content: The actual message text is written to HawkSoft
    • Link: A link to the conversation in Voley is logged instead
  6. Optionally add a title for the log entry
  7. Optionally expand Add Follow-up Task to create a task in HawkSoft (see below)
  8. If your messages include file attachments, they'll be listed in the Attachments section — you can also add a manual file
  9. Click Log Messages to confirm

Once logged, those messages will appear faded with a checkmark, indicating they've been sent to HawkSoft.

Follow-up Tasks

When logging messages, you can optionally create a follow-up task in HawkSoft alongside the log note. Expand the Add Follow-up Task section in the log confirmation modal to:

  • Enter a title and description for the task
  • Assign the task to a role (CSR, Producer, Agent, or a specific user by email)
  • Set a due date
  • Optionally add a category

The task is created in HawkSoft at the same time as the log entry. If there's an issue with the task data, the entire log will fail so you can correct and retry.

Attachments

File attachments from your conversation messages are automatically included when you log as text. You'll see a count of how many attachments will be sent in the confirmation modal.

  • Auto-attachments: Any files attached to the selected messages are uploaded to HawkSoft automatically after the text log succeeds
  • Manual attachments: Use the Add file button to attach an additional file (up to 5 MB) that will be uploaded alongside the log

Note: Attachment uploads are best-effort. If an attachment fails to upload, your text log still succeeds — you'll see a warning if any attachments couldn't be sent.

Logging Format Options

Text Content

The full message text is written directly into the HawkSoft note. Good for short conversations where you want the content visible without clicking through.

Link

A link to view the conversation in Voley is logged instead of the full text. Better for long conversations — keeps the HawkSoft note compact.

Auto-Logging

For agencies that want conversations logged automatically without manual intervention, Voley offers auto-logging options. Only admins can configure these settings.

Auto-Logging Settings

Go to Settings → Message Logging (under the Integrations section) to configure:

Log on Close

When enabled, any unlogged messages in a conversation are automatically logged when you close the conversation. A confirmation modal appears letting you review what will be logged before confirming.

End of Day Catch-Up

This setting catches any messages from the day that weren't logged through other means. Choose how these should be logged:

  • Always Text: All missed conversations are logged as text content
  • Always Link: All missed conversations are logged as links
  • Smart: Short conversations (5 messages or fewer) are logged as text; longer ones are logged as links

When conversations are auto-logged as text, any file attachments on those messages are automatically uploaded to HawkSoft alongside the log note.

Tip: If you're worried about missing logs, enable both "Log on Close" and "End of Day Catch-Up" as a safety net. The system won't create duplicates — it only logs messages that haven't been logged yet.

Logging Events

Voley keeps a record of every logging attempt — successful or failed. This is your source of truth for what's been logged and what might need attention.

Viewing Logging History

Go to Settings → Logging Events to see:

  • Recent logging attempts with timestamps
  • Success or failure status for each attempt
  • Contact name and message preview
  • Error messages for failed attempts

You can filter by status (All, Success, Failure) to quickly find issues that need attention.

Retrying Failed Logs

If a log attempt failed (due to a temporary HawkSoft issue, network problem, etc.), you can retry it directly from the Logging Events page. Click on a failed event and select Retry.

Shared Phone Numbers

Sometimes multiple HawkSoft clients share the same phone number — like a family with one cell phone, or a business with a main line. Voley handles this with special UI.

How It Works

When a conversation involves a phone number linked to multiple HawkSoft clients:

  • The conversation header shows the contact name with a number in brackets (e.g., "Smith Family [3]")
  • Click the name to see a dropdown of all contacts sharing that number
  • Select the correct client to switch which HawkSoft record messages will be logged to

Reassigning Individual Messages

In conversations with shared numbers, each message can be attributed to a specific client:

  1. Hover over any message in the conversation
  2. A "Move to..." option appears
  3. Click to see the list of contacts sharing the number
  4. Select the client this message should be associated with
  5. Confirm the change

This ensures messages get logged to the correct client record in HawkSoft, even when multiple people use the same phone.

Troubleshooting

"Client not found" error

This usually means the contact in Voley isn't linked to a HawkSoft client. Try running a contact sync, or check that the phone number matches what's in HawkSoft.

Logging keeps failing

Check the Logging Events page for specific error messages. Common causes: HawkSoft API is temporarily down, your Agency ID is incorrect, or there's a network issue. You can retry failed logs once the issue is resolved.

Contacts not syncing

Verify your HawkSoft connection is active (Settings → Integrations). Try the "Test Connection" button. If it fails, verify your Agency ID is correct and that your agency is subscribed to Voley in the HawkSoft Marketplace.

Messages logging to wrong client

For conversations with shared phone numbers, make sure you've selected the correct client in the conversation header before logging. You can also reassign individual messages to different clients.

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