The Call action connects the triggering contact with one of your team members, placing a call to either the assigned user or the Company Phone number you've set. It's a straightforward way to reach out to customers as they're being onboarded.
Setting Your Action
In the workflow builder, once you've added your 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 change this in the "Call Whisper" field to better suit your needs. To personalise 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 lets you create dynamic messages that give the receiving user more context before they're connected.
Call Timeout
The "Call Timeout" sets how long the system waits for the user to answer before ending the call. Use the up and down arrow buttons or type a number directly into the field.
For best results, 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 gives you additional options to control how calls are handled during the Call workflow action, helping you fine-tune the process and manage leads more effectively.
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 personalised voicemail.
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, ensuring a quick and seamless connection between both parties.
Assign To User
To route calls 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 gives you flexible, timely communication with leads, with options for voicemail detection, timeout settings, and personalised whisper messages. Pairing it with the Assign User action helps streamline call management and keeps your team working efficiently.