Workflow Action - Manual Call

Overview

The Manual Call action allows you to create a call task for a user to manually send an call the contact. This is useful when you want a manual intervention for the call. This action is useful for ensuring timely follow-ups, reaching out to leads, or conducting scheduled calls manually. The task created will appear in the Conversations > Manual Actions tab.

Action Name

Manual Call

Action Description

The Manual Call Action creates a task in Conversations > Manual Actions tab for a call to a contact manually. The task requires user intervention to call the contact. Once the task is deleted from the actions tab, the contact will move to the next action in the workflow. You can also assign the task to a specific user instead of the default contact owner using the Assign To field in Advanced Settings.

Action Details

Step-by-Step Guide

1. 1Choose the Action Type:
2. 2Name Your Action:
3. 3Optionally select a specific user to assign the task to. This overrides the default contact owner assignment.

Assign To Behavior

The Assign To field in Advanced Settings allows you to assign the manual call task to a specific user instead of the default contact owner. This is useful when you want a particular team member to handle certain calls regardless of who owns the contact.

Assignment logic:

• If a user is selected and has contact access, the task is assigned to that user.
• If a user is selected but does not have contact access, the task falls back to the contact owner.
• If no user is selected, the task defaults to the contact owner.
• If neither the selected user nor contact owner is available, the task is marked as Unassigned.

Important: The Manual Call action only progresses the workflow when the task is explicitly deleted from

the Manual Actions tab. Simply calling the contact from the Contacts page or any other area will not complete the task or move the workflow forward.

Example

Scenario: A business wants to ensure that a sales representative follows up with every new lead within 24 hours of their initial inquiry. Once the call is complated, delete the task to move to next step in workflow.

Workflow Setup:

• New Contact Created
• Manual Call

Outcome: The sales team member receives a task to call the new lead, ensuring a timely follow-up, which can significantly increase the chances of conversion.

Frequently Asked Questions

Q: Can I manually delete the Manual Call task?

Yes! You must manually delete the task in the Conversations > Manual Actions tab after completing the call. This step tells the system to move the contact to the next action in the workflow.

Q: Can I assign the manual call task to someone other than the contact owner?

Yes! Use the Assign To field in Advanced Settings to select a specific user. The task will be assigned to that user if they have contact access. Otherwise, it falls back to the contact owner or is marked as Unassigned.

Q: What happens if the assigned user doesn't have access to the contact?

If the selected user does not have contact access, the task automatically falls back to the contact owner. If the contact owner is also unavailable, the task is marked as Unassigned.