Part 1: Setting Up Your Phone Number

Before diving into workflows, it’s essential to configure your phone number settings correctly to improve the accuracy of call reporting.

• Navigate to Settings: Start by accessing the settings menu in your CRM.
• Access Phone Numbers: Click on the “Phone Numbers” section to view your list of phone lines.

Configure Call Timeout: Find the phone line you wish to adjust and set the ‘Call timeout’ to 20 seconds. This adjustment helps to prevent voicemail boxes from being recognized as ‘answered calls.’

• Note: Utilizing the Call Connect feature can further enhance call reporting accuracy. When enabled, the call receiver must press a key to connect, which helps to distinguish live answers from voicemail pickups. If you activate this feature, remember to update your whisper message to instruct the receiver on the necessary action.

Part 2: Setting Up Your Workflow

After configuring your phone number settings, the next step involves creating a workflow to automate the process of marking calls as completed.

• Go to Automations: In the CRM, navigate to the Automations tab and select “Workflows.”
• Create a New Workflow: Opt for a New, Blank Workflow to start from scratch.

• Name Your Workflow: Give your workflow a descriptive name, such as “Call Status: Completed,” for easy identification.

• Add a Call Status Trigger: Incorporate a “Call Status” trigger and apply a filter for the specific call status you’re targeting (e.g., answered calls).

• Use an Add Tag Action: Implement an “Add Tag” action to label the contact with a tag that corresponds to the call status (e.g., “completed”).

Publish and Save: Once your workflow is set up, publish it to make it active, and save your changes.

• Pro Tip: To manage multiple call statuses efficiently, consider using the “If/Else” action to create branches within your workflow. This allows you to add different triggers for each call status and streamline the process of marking leads accordingly.

Troubleshooting Tips and FAQs

What if calls are still being marked as completed when they go to voicemail?

• Double-check your phone number settings, particularly the Call Connect feature, to ensure it’s enabled and configured correctly. Also, review your workflow to confirm the correct triggers and actions are in place.

Can I automate marking calls with other statuses besides completed?

• Yes, you can create additional workflows or branches within an existing workflow to handle different call statuses, such as missed or voicemail, by using specific triggers and tags.