Keeping your call statuses accurate saves time and keeps your records tidy. This guide covers how to configure your phone number settings and set up an automated workflow so that calls are marked as completed without any manual effort.

Setting Up Your Phone Number

Before setting up your workflow, you need to get your phone number settings right to improve the accuracy of call reporting.

Access Phone Numbers: Go to the settings menu in the CRM, then click on the "Phone Numbers" section to see your list of phone lines.

Configure Call Timeout: Find the phone line you want to adjust and set the 'Call timeout' to 20 seconds. This helps prevent voicemail boxes from being recognised as 'answered calls.'

📌 Note: The Call Connect feature can improve call reporting accuracy further. When enabled, the call receiver must press a key to connect, which helps distinguish live answers from voicemail pickups. If you enable this feature, update your whisper message to tell the receiver what key to press.

Setting Up Your Workflow

Once your phone number settings are configured, you can create a workflow to automate the process of marking calls as completed.

  • Go to Automation: In the CRM, navigate to the Automations tab and select "Workflows."
  • Create a New Workflow: Choose a New, Blank Workflow to start from scratch.

  • Name Your Workflow: Give your workflow a clear name, such as "Call Status: Completed," so it's easy to find later.

  • Add a Call Status Trigger: Add a "Call Details" trigger and apply a filter for the specific call status you want to target (e.g., completed calls).

  • Use an Add Tag Action: Add an "Add Tag" action to label the contact with a tag that matches the call status (e.g., "completed").

Publish and Save: Once your workflow is ready, publish it to make it active and save your changes.

  • Pro Tip: To handle multiple call statuses efficiently, consider using the "If/Else" action to create branches within your workflow. This lets you add different triggers for each call status and tag leads accordingly.

With these steps in place, your call records will stay accurate and up to date. Better call tracking means less manual admin and a clearer picture of your communication efforts, so you can spend more time building stronger relationships with your customers.

Frequently Asked Questions

Q: What if calls are still being marked as completed when they go to voicemail?

  • Double-check your phone number settings, particularly the Call Connect feature, to make sure it's enabled and configured correctly. Also review your workflow to confirm the right triggers and actions are in place.

Q: Can I automate marking calls with other statuses besides completed?

  • Yes, you can create additional workflows or branches within an existing workflow to handle different call statuses, such as missed or voicemail, using specific triggers and tags.