Setting Up Call Tasks in Workflows

Creating Automated Call Assignments

The Manual Call action lets you automatically generate call tasks for your team members whenever a contact meets specific criteria in your CRM. Instead of manually creating follow-up reminders, you can set up workflows that assign these tasks automatically, ensuring important calls are never missed.

How the Manual Call Action Works

When you add this action to a workflow, the system creates a task for a team member to make an outbound call. The task appears in a dedicated section where your team can manage their call queue. You can track whether calls have been completed, are pending, or haven't been started yet.

Common uses include:

• Following up with new leads after form submission
• Checking in with clients after service appointments
• Reaching out to contacts who reach specific pipeline stages
• Contacting customers who receive certain tags

Adding a Manual Call Action to a Workflow

Follow these steps to configure automatic call assignments:

1. From the main navigation, select Marketing.
2. Click + Create Workflow to begin building a new workflow.
3. Click + Add Trigger and select the condition that will initiate the workflow (such as a tag being applied, a form being submitted, or a calendar event occurring).
4. After setting your trigger, click the + icon that appears below it to add an action.
5. From the action menu, select Manual Action To Call.
6. Give your action a descriptive name (like "Follow-up Call" or "Support Check-in") so your team understands the task.
7. Click Save to store your workflow, then Publish to activate it.

Task Assignment Options

When configuring the Manual Call action, you can choose how tasks are distributed:

• Specific User: Always assign the call to a particular team member.
• Round-Robin: Distribute calls evenly among available team members.

Managing and Completing Call Tasks

Once a workflow triggers and creates a call task, your team members can access and manage these assignments.

Finding Assigned Calls

1. Navigate to Conversations in the main menu.
2. Click the Manual Actions tab at the top of the page.
3. You'll see a list of all call tasks generated by workflows, organized by status.

Completing a Call Task

When a team member is ready to make their assigned call:

1. Locate the task in the Manual Actions list.
2. Click the Let's Start button next to the task.
3. The system will prepare the call interface with the contact's information.
4. After the call, team members can add notes and outcomes directly to the contact's record.

Tracking and Follow-up

The Manual Actions tab provides clear visibility into your team's call activity. You can see which tasks are pending, in progress, or completed. This makes it easy to ensure important follow-ups happen and to identify any bottlenecks in your outreach process.

By combining workflow automation with manual call assignments, you maintain the personal touch of human conversation while eliminating the administrative overhead of task creation and assignment.