Initiating a Call

The Call workflow action initiates a call to a designated user if a contact is assigned to them. When this occurs, the user receives a whisper message before connecting. If no user is assigned, the call is routed to the phone number specified in the Settings > Company tab > Company Phone field, and the whisper message is played there.

During the call, if the receiver presses any number key, the system will automatically connect them with the contact. To set up this workflow, click the "+" button to add a new action, then select the "Call" option. You can rename this action by entering a new name in the Action Name field.

Assigning a User

If the call needs to be assigned to a specific user, you can use the Assign to User workflow action, placing it before the Call action. Click the "+" icon, select "Assign to User," and then choose the user(s) you wish to assign.

When assigning multiple users, you have the option to distribute the calls equally or unequally. An equal distribution will cycle through the selected users. For an unequal distribution, you can set the proportion of calls each user receives by adjusting the number fields next to their names. Additionally, you can choose to assign the call only to unassigned contacts by toggling the option at the bottom of the screen.

Customizing the Call Whisper

The Call Whisper feature is a message that plays when a call is initiated to inform the user about the incoming lead. The default message is "You have a new lead, (Lead's Name), press any button to connect." You can customize this message by editing the Call Whisper field.

To add personalized information like the contact's name, click the tag icon on the right side of the box and select the desired custom values.

Configuring Call Timeout

The Call Timeout feature allows you to set the duration for which the system waits before ending the call if it’s unanswered. You can adjust this by using the arrow buttons or by typing a number directly into the field.

It's recommended to set a Call Timeout of 20 seconds or less, depending on your forwarding number’s voicemail settings. For example, if the voicemail picks up after 15 seconds, setting the timeout to 10 seconds ensures the call doesn’t go to voicemail, marking it as answered.

Enabling Voicemail Detection

If the lead doesn’t answer, the system will notify you with a "Couldn't connect with the lead" message, and the call will end without leaving a voicemail. To enable leaving a voicemail, toggle on the Disable Voicemail Detect option under the Call event settings.