Automating Call Completion Status in CRM

Part 1: Phone Configuration for Enhanced Call Tracking

To ensure accurate call reporting, it’s important to properly configure your phone number settings before automating the call status process.

1. Access Settings: Open the settings menu within your CRM system.

2. Select Phone Numbers: Navigate to the "Phone Numbers" section to view and manage your existing phone lines. 

3. Adjust Call Timeout: Locate the phone number you wish to modify and set the 'Call Timeout' to 20 seconds. This will help prevent calls sent to voicemail from being registered as 'answered.'

Tip: Enabling the Call Connect feature can further improve the accuracy of call data. This function requires the recipient to press a key to accept the call, differentiating between live responses and voicemail. If activated, make sure to modify your whisper message to instruct the receiver appropriately. 

Part 2: Creating a Workflow to Mark Calls as Completed

Once your phone settings are properly configured, you can proceed with creating a workflow to automatically mark calls as completed.

1. Go to Automations: Open the Automations menu in the CRM and select “Workflows.”

2. Start a New Workflow: Click “Create New” and choose a blank workflow. 

4. Name Your Workflow: Choose a clear and descriptive title for your workflow, such as "Completed Call Status."

5. Set Up Call Status Trigger: Add a "Call Status" trigger and configure the filter to capture the specific status you wish to track (e.g., answered calls). 

6. Apply Tag Action: Implement an "Add Tag" action to tag the contact with the appropriate status, such as "completed." 

7. Activate and Save: Once your workflow is fully set up, activate it and save the configuration. 

Expert Tip: To manage different call statuses, use the "If/Else" branching function. This will allow you to create multiple paths for different call outcomes and streamline the marking process for all types of call statuses.

Common Issues and Solutions

• What should I do if calls to voicemail are marked as completed?
  Ensure that the Call Connect feature is enabled and configured correctly in your phone settings. Also, verify the triggers and actions in your workflow.

• Can I automate other call statuses apart from completed?
  Absolutely! You can create workflows or branches for different statuses, such as missed or voicemail, by configuring specific triggers and tags for each status.