What you can learn in this article - 


    1. Incoming call logic,

    2. Manage incoming and outgoing missed calls,

    3. Manage incoming and outgoing successful calls,

    4. Schedule follow up calls,

    5. Call recording.


Incoming call logic - 

Incoming calls ring for five agents in a team at the same time. Agents that have the least number of events scheduled and claimed leads would receive a call more often than their counterparts.

  • Offline: These are calls made to virtual numbers on hoardings and newspaper ads. The incoming call would show the number of the virtual number until the lead is claimed, after which the lead's actual phone number would show in the app and the lead would be saved in the Claimed bucket.
  • Digital: This is a virtual call that appears for five agents at the same time, and the agent who claims it first would call back the lead's actual number. 


Manage incoming and outgoing missed calls - 

When a call from a lead is missed by the agent (or vice versa), a screen with the message "Call did not connect? Follow up scheduled  for <20 minutes from now> today, and suggested next steps would appear:



  • Call Again: Call the lead back immediately.
  • Choose another time: Manually select a time at which you want to schedule a call with the lead.
  • Got it Thanks: Schedule a call for twenty minutes from then (the time indicated in the message on top of the pop-up).
  • Marked as Failed: This option will mark the lead failed and the lead will move to the Failed bucket in the app.
  • Lead Details: You'll see the lead details card & the default FollowUp event will be scheduled from the time indicated in the message on top of the pop-up.


            Note - The app screen would not disappear until one of these actions is performed.


Manage incoming and outgoing successful calls - 

When a call with a lead was successful, a screen (i.e. Call Modal) suggesting these steps would appear:



F2F: Schedule a face to face with the lead. This will move the lead to the 'Interested' bucket, and the event will show on the in-app calendar.

SV: Schedule a site visit with the lead. This will move the lead to the 'Interested' bucket, and the event will show on the in-app calendar.

Schedule a follow up: Schedule a call-back. Select Custom to schedule a call back for a time different from the available options.

Call again: Call the lead back immediately.

Confirm FU: This option would activate after you schedule a follow-up from the available options or Custom.


Note - The app screen would not disappear until one of these actions is performed.


Schedule Follow-up events -

Besides the options already discussed above, there are other possible ways to schedule the Followup events with leads.


Schedule Followup events with leads in Claimed buckets - 

Schedule calls with leads in other buckets - 

The calendar icon available for each lead in other buckets takes you to the same 'Follow-up' screen as shown above.


Call recording - Schedule calls with lead in other buckets - 

The app's ability to record calls depends on the operating system's and the phone's ability to support this feature.

Some Android versions [and upcoming Android versions] do not have this feature.

When available though, you can find a recorded call in the lead information page (tap on the name of the lead in any bucket to get here):