Telecalling

The screen your telecallers live on. Everything here is built around one goal: making the call fast enough that logging it is not a separate chore.

Making a call

Open a lead and press Call. If a telephony provider is connected, the call is placed through it and logged automatically with its duration and outcome.

Without a provider, Call still logs the attempt — your team dials from their own phone and records the outcome. You lose recordings and exact durations, but the pipeline data stays complete.

The call-prep brief

Before dialling, the brief at the top of the lead shows three things:

1. Who this person is and where they came from
2. What has already happened — previous calls, messages, what they asked for
3. The single best next action

It is generated from that lead's own history. A telecaller who reads it before dialling does not open with "so, what were you looking for?", which is the question that loses the call.

Dispositions

After a call, record what happened. The disposition list is configurable in Settings → Lead Workflow.

Keep it short. Six to eight outcomes is right:

• Connected — interested
• Connected — not interested
• Connected — call back later
• No answer
• Wrong number
• Switched off

Every report that mentions connect rate is computed from these, so a list nobody uses accurately produces reports nobody can trust.

Recordings

Where the provider supports it, the recording attaches to the call on the lead timeline.

Playback is gated by a separate permission (calls.recordings). This is deliberate — being able to see that a call happened and being able to listen to it are different rights, and most organisations want the second one narrower.

The callback queue

Callbacks in the sidebar. This is the most important screen in the product for a telecaller.

It shows every callback due, ordered by time, with overdue ones first and counted in the sidebar badge.

Booking one

From any lead, or automatically when you move a lead to a stage with Requires callback set.

Set the date, time and a short reason. The reason is what the person reading it tomorrow needs — "customer asked to be called after 4pm once they have spoken to their partner" is useful; "follow up" is not.

Missed callbacks

A callback whose slot passed without a call is marked missed. It stays visible, appears on the manager's dashboard, and counts against follow-up adherence.

What managers should look at

Analytics → Telecalling gives the three numbers that matter together:

None of them means anything alone. High volume with a low connect rate is usually a data problem, not an effort problem. High connect rate with very low talk time is someone getting through and being dismissed quickly.