Calling & Campaigns
Walks agents through making calls, joining campaigns, and handling multiple conversations.
9 articles
- Handling Multiple CallsWith our new multiple call handling feature, agents can manage more than one call at the same time — without disrupting the normal call flow
- Using Voicemail Drop on a CampaignAttach one pre-recorded voicemail to a campaign so unanswered auto-dial calls drop it automatically, or agents drop it with one click on preview and manual calls.
- Adaptive Pacing and the Abandon-Rate Safe HarborHow EnrollHere keeps your auto-dial abandon rate under the 3% safe harbor with adaptive pacing, and where to watch abandon-rate trends.
- Lead List Auto Cleanup and Running Cleanup on DemandAutomatically remove aging leads from a list, and run the cleanup immediately with a preview instead of waiting for the nightly job.
- The Auto Dial Monitor (Live Outbound Dashboard)Watch an auto-dial campaign in real time: agent states, the call pipeline, abandon rate, adaptive pacing, and live and recent calls.
- Texting Customers: An Agent's GuideWhere to text from, what happens automatically when a customer replies STOP or HELP, why an opt-out does not stop calls, and what to do when a message will not…
- Joining a Campaign and Starting Outbound CallsLearn how to join an outbound campaign, set your status, and start calling or skipping leads from your assigned list in the Dialer.
- Editing a Call Disposition in the DialerYou can update the disposition of a call to reflect accurate outcomes and improve reporting.
- How Agents Can Block a CallAgents can block unwanted callers after a call ends to prevent that lead from calling them directly again. When blocked, the lead is added to the agent’s personal block list.