With the Call workflow action, if a contact is assigned to a user, this event will call the user and play a whisper message. If there is no assignment, the number stated in Settings > Company tab > Company Phone field will be called and the whisper message played. If the person on the receiving end presses any number key during the call, we will dial the Contact to bridge them with their caller.

To get started, click on the “+” button to add a new workflow action, then select “Call”. You can change the name of the workflow action by typing in the Action Name field.

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 to 10 seconds 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, you'll receive a notification that reads, “Couldn't connect with the lead”, and the call will terminate. This means you won't be able to leave a personalized voicemail.

However, you can enable voicemail detection and leave a message by toggling on the ”Disable Voicemail Detect” option under the Call event settings.

Connect Call After Keypress

The ”Connect Call” option bridges the user to the lead once the user presses any number key. This ensures seamless communication and a quick connection between both parties.

Assign To User

To ensure calls are routed effectively, use the Assign to User workflow action above the Call action.

Click the “+” icon and select ”Assign to User”. Choose the user(s) to assign calls to. If selecting multiple users, you can assign them either equally (rotating between 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.