The Call action is used to connect the triggering contact with one of your team members by placing a call to either the assigned user or the Company Phone number you’ve designated. This helps you smoothly reach out to customers as they are onboarded. Let’s learn how to use it and achieve maximum connection!
Setting Your Action #
In the workflow builder, after you’ve set your desired trigger(s), click the “+” button to add a new workflow action, then select “Call”.
Call Whisper #
The Call Whisper is a message played to the user receiving the call, letting them know the call’s purpose. By default, the whisper is: “You have a new lead, (Lead’s Name), press any button to connect.”
You can modify this message in the “Call Whisper” field to better suit your needs. To customize it further, use the tag icon on the right-hand side of the field to insert variables such as the contact’s name or other custom values. This allows for personalized and dynamic messages that improve context for the user receiving the call.
Call Timeout #
The “Call Timeout” determines how long the system waits for the user to answer before ending the call. To set this, use the up and down arrow buttons or enter a number directly into the field.
For optimal functionality, set the timeout to 60 seconds or more, based on your forwarding number’s voicemail response time. For instance, if your voicemail activates after 15 seconds, set the timeout lower to prevent the call from being marked as answered by voicemail. This ensures calls only connect to humans, not automated systems.
Advanced Settings #
This section provides additional options to optimize how calls are handled during the Call workflow action. These settings help you fine-tune the call process, ensuring flexibility and effectiveness in managing leads.
Voicemail Detection #
If the lead cannot answer the call, voicemail detection helps the system identify when an answering machine or voicemail picks up, so calls are handled appropriately rather than being treated as a live connection.
Assigning Calls #
By integrating the Assign User action, you can distribute calls among team members equally (cycling through users) or unequally (by specifying traffic weightage for each user using the number fields). If you only want to assign calls to unassigned contacts, toggle on the relevant option at the bottom of the settings.
The Call workflow action is a powerful feature that ensures timely and effective communication with leads while offering advanced customization options for voicemail detection, timeout settings, and personalized whisper messages. By integrating the Assign User action, you can further streamline call management and ensure efficient team collaboration, maximizing engagement opportunities with your leads.
Frequently Asked Questions #
What does the Call action do? #
It connects the triggering contact with a team member by placing a call to the assigned user or a designated Company Phone number.
What is a Call Whisper? #
It is a message played to the user receiving the call that explains the call’s purpose. You can customize it and insert variables like the contact’s name.
How should I set the Call Timeout? #
Set it based on your forwarding number’s voicemail response time—generally so the call ends before voicemail picks up—to ensure calls connect to humans rather than automated systems.
What does Voicemail Detection do? #
It helps the system identify when voicemail or an answering machine picks up, so the call is handled appropriately instead of being treated as a live connection.
Can I distribute calls among multiple team members? #
Yes. By using the Assign User action, you can distribute calls equally by cycling through users, or unequally by setting traffic weightage for each user.
Can I limit calls to unassigned contacts only? #
Yes. Toggle on the relevant option at the bottom of the settings to assign calls only to unassigned contacts.
