Manual Call Actions Overview

The manual call feature within your platform serves as an essential tool, enabling you to organize and queue contacts that need to be contacted by phone.

Accessing Manual Calls in Conversations

To get started, navigate to the "Conversations" section from the left-hand menu. From there, select the "Manual Actions" tab located in the top menu.

Viewing and Managing Existing Manual Actions

In this section, you can review all previously created manual actions. These actions can be organized by workflows or by the assigned user. If no manual actions have been set up yet, you will need to create one.

Setting Up Manual Actions in Workflows

Manual actions are established within workflows. To begin, select "Automation" from the left menu.

Once you're in the Automation section, click "Workflows" at the top of the screen, then choose "Start from Scratch" in the main view, and finally click the "Create New Workflow" button at the upper right corner.

Configuring Actions in a Workflow

Within the workflow, you can add an action. Click "Add an action" and search for manual actions. There are two types available:

• Manual Calls

• Manual SMS

For this guide, we will focus on setting up a manual call action. Once selected, publish the workflow and save your changes.

Adding Contacts for a Manual Call

Next, you need to add contacts to the manual call action. Go to the "Contacts" section from the left menu. Here, you can select one or multiple contacts by checking the box next to each contact's name.

For demonstration purposes, we will select a single contact.

After selecting your contacts, click on the "Add to Workflow" icon as shown below.

In the pop-up window that appears, click the "Ok, proceed" button.

This action will open a list of all your manual actions. From here, choose the manual action workflow you have just created.

Methods for Adding Contacts to a Workflow

There are three methods to add contacts to your workflow:

1. Add all contacts immediately.

2. Schedule contacts to be added at a specific time.

3. Add contacts in drip mode.

After selecting your preferred option, click "Add to Campaign/Workflow."

Next, navigate back to "Conversations" in the left menu, then click "Manual Actions."

Here, you will see the manual action you added for the selected contact within your workflow.

You can also confirm that the manual action is assigned to a specific user, ensuring it appears on their dashboard for timely follow-up.

Initiating a Manual Call Action

To begin the manual call action, simply click "Let’s Start."

This will take you directly to the contact's page and automatically initiate the call.

You can view call details by clicking the dialer dropdown at the top right of the contact's page.

Handling Multiple Contacts

If there are multiple contacts queued, the system will automatically dial the next contact as soon as the previous call is completed. Setting up a manual call action is an efficient way to automate your calling tasks, making your workflow more streamlined and effective.