Process voice calls promptly to keep lead and customer records accurate and ensure every caller receives the right follow-up.
Quick Start
Open the Unprocessed list.
Select a call to review its details.
Match the caller to an existing record or create a new lead.
Classify the call to remove it from the list.
Prerequisite
You need access to the call History and Unprocessed list, plus permission to view and categorize Lead and Customer records.
Review and Process a Call
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Select History to open the Unprocessed list. The badge above the icon shows the number of calls that still need processing.
Select the call you want to process to open its details.
Review the call details. Recognized callers display the associated Lead or Customer information.
Listen to the recording, if needed, by selecting the Play arrow.
Match the Caller to a Record
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For a recognized caller, review the current Lead or Customer information. Select Find to assign the call to a different existing Lead or Customer record.
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For an unrecognized caller, enter identifying details from the call and select Search. Then select the correct result.
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In the merge confirmation, select Confirm to associate the call with the chosen Lead or Customer record.
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If no matching record exists, select Lead to categorize the caller as a new lead. You will be taken to a new Lead card.
Categorize the Call
Select Lead, Customer, or Other to classify the conversation. Selecting a category removes the call from the list and reduces the History badge by one.
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Select Other for non-storage-related calls, such as telemarketers, wrong numbers, or vendors. Depending on management settings, select the appropriate Other caller type.