Call a lead from ViveLead

Calling puts a phone button on every lead, and logs the call, its recording and its outcome against that lead without anyone writing it down. Setup is a wizard and takes longer than the clicking, because a phone number has to be approved before it can dial.

Before you start

• Built in calling is on the Business plan. See pricing.
• Calling minutes are paid from your Wallet, which is separate from your plan. Keep a balance on it or calls stop.
• Decide whether you want us to set it up or you want to use a Twilio account you already own. The wizard asks this first.

Turn calling on

1. Open Marketing, then Integrations, and find the Twilio card. Click Connect. That takes you into the telephony setup wizard.

   If the card shows a lock and Upgrade to connect, the plan does not include calling yet.

2. Choose how it gets set up.

   • Set me up automatically. We do everything. This is the path most teams take.
   • I’ll bring my own Twilio. You connect an existing account with its Account SID, and Twilio bills you directly for usage.

3. Request a number. Numbers are not instant. The request goes for approval and the number shows as Requested, then Pending, and finally Approved once it is ready to use. A Rejected request tells you why.

4. Top up your wallet so there is a balance to call against.

5. Complete DLT registration if the wizard asks for it. This is the Indian regulatory registration, and messaging will not run without it.

6. Finish. The wizard shows Ready to activate, and then Telephony is active. Re-test re-runs the checks if something looked wrong.

Once calling is live, a Telephony section appears under Marketing with Numbers, Voicemails, My Calls Today, Settings and Setup Guide. It is not in the sidebar before that, which is why you start from the Twilio card.

Let the right people call

Two things have to be true for a person to see the call button.

• Telephony agent is turned on for them on their user record, under Users.
• Their role carries the calling permission.

If one is missing, the rest of the CRM works normally for them and the phone button simply is not there. See Add your team and set what they can see.

Place a call

Open a lead. Next to the lead’s details there is a green phone button, Call from ViveLead. Click it and the call connects through your browser.

There is also a Dialer for numbers that are not a lead yet. Open it, type the number, and dial. Hold the zero key for a plus when you need a country code.

Finish the call properly

After a call you are asked for a disposition, which is what happened on the call. Add Notes, and set Callback at with a date if you promised to ring back.

If your account has Require disposition after every call turned on under Telephony Settings, unresolved calls show a banner with Resolve now until you fill them in. That setting is what makes call reporting trustworthy, so leave it on unless it gets in the way.

Recordings and settings

Telephony, then Settings holds the account-wide choices:

• Record calls, which controls whether calls are recorded at all.
• Require disposition after every call.
• Timezone and Locale, which decide how call times are shown and reported.

Changes are not saved until you save them. The screen says You have unsaved changes and offers Discard.

My Calls Today is each person’s own list for the day. A non-admin sees only their own calls, because a call belongs to the agent who made it. Admins see everyone’s.

If it does not work

Disconnecting Twilio stops calling for the whole team, both outgoing and incoming, so treat it as an account level decision rather than a way to fix one person’s problem.

Related

• Add your team and set what they can see
• Manage your plan, seats and invoices for the wallet.