Workflow Action: Manual Call Event

The Manual Call Event creates a queue so someone logs into Referins, they can view a call list and utilize the call function to call through that list. 

Step  1: Create a Manual Call Workflow

• You can create a new Workflow or modify an existing one. Click "Add Action" and choose "Manual Call."

 

• Save and Publish the Workflow.

Step 2: How to Test the Manual Call Workflow

• Create a test contact record using your own information (or navigate to your existing test contact record).
• Add this test contact to the Workflow.
• You can do this by navigating to Contacts > Smart Lists > Selecting the Contact, and in the General Information window, scroll down to Automation and click Add.
• Now, Navigate to Contacts > Manual Actions. Click "Let's Start" in the top right corner of the screen. Referins will make a call (to your test contact). 
• You can also choose to assign this action to a user from the “Select Assignee” option.

• Since the call will be coming from a browser, you may need to click “allow microphone” to activate the permissions on your computer. After the call is complete, you can select the outcome of the call as shown below:

• If you go back to the Workflow, you will be able to see the workflow action's stats.
• You can choose to:
• Move all contacts currently in this step to the next step by clicking on the running man icon.
• Remove all contacts in this step from this workflow by clicking on the trash icon.

Step 3: Using the Manual Call Workflow

• Now that you've successfully tested the manual call workflow with yourself, you can add contacts to this workflow. This can be done through a tag, trigger, or the Bulk Actions listed in your Contact section.

Note: If you have a large list and want to pause, you can click on the “Let’s Start” button and it will pause the sequence (there’s a 5 second rundown before the next call comes in).

Pro Tips

1. Test Thoroughly: Before deploying the Manual Call Workflow to your team, always test it with a few contacts to ensure everything works as expected. This helps identify any issues with permissions or workflow settings.
2. Microphone Permissions: Ensure your browser has permission to access your microphone. If you encounter issues, check browser settings to enable microphone access.
3. Assign Calls Efficiently: Use the “Select Assignee” option to distribute call tasks among team members. This ensures calls are handled by the appropriate personnel and can improve efficiency.
4. Monitor Call Outcomes: Regularly review call outcomes and workflow stats to track performance and make necessary adjustments. This helps in optimizing the workflow for better results.

Use Cases

1. Lead Follow-Up: Use the Manual Call Workflow to follow up with leads after an initial contact or meeting. This helps in maintaining engagement and moving leads through the sales funnel.
2. Customer Feedback: Implement the workflow to gather feedback from customers on their experiences or recent purchases. This can provide valuable insights for improving services.
3. Event Reminders: Automate calls to remind contacts about upcoming events, appointments, or deadlines. This ensures your contacts are well-informed and reduces no-show rates.
4. Surveys and Polls: Utilize the workflow for conducting surveys or polls over the phone. This method can be more effective for gathering detailed responses compared to online surveys.

FAQ

1. How do I ensure the Manual Call Workflow is set up correctly?
Verify by creating a test contact and adding it to the workflow. Initiate a call through the Manual Actions section to confirm that the workflow and call functionality work as expected.

2. Can I assign calls to different team members?
Yes, you can use the “Select Assignee” option to assign calls to specific team members. This helps in distributing call tasks effectively within your team.

3. How do I handle a large contact list with the Manual Call Workflow?
For large lists, you can pause the sequence by clicking “Let’s Start.” This will pause the workflow and prevent the next call from being initiated until you’re ready to resume.