Platform capabilities

Uncalled contacts

These are contacts that have not yet been attempted. Ensure all uncalled contacts are addressed to complete the call list.

Unanswered calls

Follow up on calls that were not answered to maximise connection opportunities.

Voicemails

Review and respond to any voicemails left during previous call attempts to maintain effective communication.

Contacts requesting a callback

Prioritise contacts who have explicitly requested a callback to meet their expectations promptly.

Their own phone

Users have the option to make calls directly using their personal phone.

SwiftFox’s internet-based calling system

If enabled, users can make calls through SwiftFox’s internet-based calling system, providing a seamless alternative to traditional phone usage.

Total calls made today

View the total number of calls made by users today.

Breakdown of call results

Access a detailed breakdown of the outcomes of the calls, providing insight into call performance.

Schedule a callback

Users can schedule a follow-up call for a later time or date.

Mark the call

Users can categorise the outcome of a call as one of the following:

• No answer
• Left voicemail
• Wrong number
• Abusive caller

Skip the call

Users have the option to skip the call and move on to the next one.

Create a new task

Users can generate a new task related to the call, enabling better follow-up or organisation.

View upcoming calls

Users can check a list of their scheduled calls to prepare in advance.

Dialling directly

Users can dial the number directly from SwiftFox for a seamless calling experience.

Call controls

Users can manage their calls effectively with the following options:

• Pause the call.
• Put the contact on hold.
• Mute the caller or mute yourself.
• Hang up the call.

Call transcription

Users can start and stop call transcription, which is saved automatically for future reference.

Sentiment analysis

Perform sentiment analysis on the call to gain insights into the tone and context of the conversation.

View and complete survey questions

Users can review and respond to the survey questions assigned to the call list.

Record call details

Users can document call information while speaking directly to the contact.

Assign a name to the call list

Provide a clear and descriptive name for the call list to ensure it is easy to identify.

Select a survey

Choose a survey from the Forms feature to use with the call list. Ensure the survey aligns with the purpose of the call list.

Preview the selected survey

Review the survey in detail before finalising your selection to confirm it meets your requirements.

Select an audience

You can define the audience for the call list in two ways:

• Add a previously saved List Builder search.
• Manually add individual contacts to the call list.

Review and finalise the call list

Carefully review all elements of the call list to ensure accuracy and completeness before finalising it.

Contact details

Users can view key contact information, such as the name, organisation, job title, email address, and home address.

Shared phone numbers

If other contacts share the same phone number, these will be displayed.

Call history

Users can review the call history, including details like who last called the contact, previous call outcomes, and the start and end times of past calls.

Posts and interactions

Posts and interactions associated with the contact are visible for context and reference.

Linked tasks

Tasks connected to the contact are displayed, ensuring users can track relevant actions.

Full contact profile

The full contact profile is accessible via a quick-access drawer for more comprehensive information.

Call list name

The name of the call list is displayed prominently.

Survey used for the call list

The survey associated with the call list is shown.

Total number of people called

This indicates how many people have been contacted in total.

Remaining calls

The number of calls yet to be completed is displayed.

Number of callbacks required

This shows how many calls need to be followed up.

Calls that went to voicemail

The total number of calls that reached voicemail is recorded.

Unanswered calls

This highlights calls that were not answered.

Total calls attempted

The overall number of calls made is displayed.