Workflow Action - Manual Call
Overview
The Manual Call action enables you to generate a task within your CRM that prompts a user to manually place a call to a contact. This action is designed for scenarios requiring human intervention, such as personalized outreach, scheduled follow-ups, or lead nurturing efforts. The task appears in the Conversations section under the Manual Actions tab, ensuring visibility and accountability.
Action Details
Step-by-Step Setup
- Select Action Type: In your workflow editor, choose "Manual Call" from the list of available actions.
- Name the Action: Provide a clear, descriptive name for the task, like "Initial Sales Call" or "Support Follow-Up."
- Assign Task (Optional): In Advanced Settings, use the Assign To field to designate a specific user for the task. If left blank, the task defaults to the contact owner.
Task Management
Once the Manual Call action is triggered, the task is created in Conversations > Manual Actions. The assigned user must manually delete the task after completing the call to advance the contact to the next workflow step. Calling the contact from other areas of the CRM without deleting the task will not progress the workflow.
Assignment Rules
- If a user is selected in Assign To and has access to the contact, the task is assigned to them.
- If the selected user lacks contact access, the task reverts to the contact owner.
- If no user is specified, the contact owner is assigned the task.
- If neither the selected user nor contact owner is available, the task is marked as Unassigned.
Execution Tracking
The workflow execution log records the Manual Call action with the message "Manual Call added to the manual queue," providing transparency and auditability.
Example Use Case
A company aims to ensure every new lead receives a follow-up call within one business day. They configure a workflow triggered by contact creation, incorporating a Manual Call action named "24-Hour Follow-Up." This places a task in the Manual Actions tab for the sales team, prompting timely outreach. After the call, deleting the task moves the contact to subsequent workflow steps, such as sending a follow-up email or updating their status.
Frequently Asked Questions
How do I complete a Manual Call task?
After making the call, navigate to Conversations > Manual Actions and delete the task. This signals completion and advances the workflow.
Can I assign the task to a user who isn't the contact owner?
Yes. Use the Assign To field in Advanced Settings to select any user with appropriate permissions. If they lack contact access, the task will reassign to the owner or become Unassigned.
What if the assigned user can't access the contact?
The task automatically falls back to the contact owner. If the owner is unavailable, it is marked Unassigned until manually reassigned.