Working the call queue
Dial a batch of leads one at a time
The Calls step hands you one lead at a time with a Call button, so you dial instead of choosing who to dial. It works on your own leads only.
Make a run of calls
- Open Sales, go to the Calls step, and leave the mode on Smart.
- Click Call. Your phone dials, and the call outcome buttons replace the dialer.
- Click what happened: Book Appointment, Schedule Callback, No Answer, Voicemail, Busy, or a reason under Resolve.
- Click Next for the lead after it.
- On the last lead, click Finish batch to see what the run produced, then Start next 50 to go again.
Nothing moves you along on its own. Logging an outcome keeps you on the same lead, and Next is always yours to press. Previous goes back if you marked the wrong thing.
Pick your own slice
Smart calls overdue callbacks first, then leads nobody has ever contacted, then whatever has gone longest without contact. It skips anything you worked in the last four hours and hands you 50 at a time.
Switch to Custom when you want to work a specific slice:
| Field | What it does |
|---|---|
| Order | Newest first, oldest first, longest since contact, or fewest attempts |
| Cooldown | Skips leads contacted inside the window you pick. None means call everything, however recently it was worked |
| Lead types | Limits the run to the types you choose |
| States | Limits the run to the states you choose |
| Batch size | 25, 50, or 100 before the queue is rebuilt |
Click Start calling when the fields are set. To change them mid-run, click Filters, adjust, and start again.
Start a fresh batch
The queue is a snapshot taken when you started. It does not pick up leads that were handed to you since, and it does not drop the ones you have already marked.
- In Smart, click Refresh.
- In Custom, click Filters and then Start calling.
Either way the four hour cooldown drops the leads you just worked, so the next batch is genuinely the next batch.
If a lead isn't in your queue
| Reason | What to do |
|---|---|
| You contacted it in the last four hours | Switch to Custom and set Cooldown to None |
| It has a callback booked for a future time | Work it from the Leads step, or wait for the callback time |
| An automation is running on it | The automation owns the outreach. Cancel it to take over |
| It is resolved | It is finished, and nothing calls it again |
| It is a training lead | Practice leads are never dialed. They stay in the Leads step |
If the queue comes up empty
In Smart that means nothing is callable right now, usually because everything was worked inside the last four hours. In Custom it means no lead matches your filters, so click Change filters and widen them.