Limitations to be aware of
- VoIP dependency. In-app calling (Connect call → Dial) and live transcription require VoIP to be set up for your account — the Connect call button is present when it is. Without it, you can still call externally and record outcomes manually, but you won't get in-app dialling, transcripts or sentiment.
- Audience is phone-number filtered. When you add a List, only Contacts that have a phone number are queued. The Phone Contacts count shows how many that is; Contacts without a phone number are excluded, so the queue may be smaller than the source List.
- Sentiment is VoIP-only. The Sentiment column on the Calls landing page, and the sentiment badge on call Posts, are derived from VoIP-call transcripts — they apply to users using VoIP.
- Outcomes are list-scoped. Outcome markers (e.g. No answer, Left voicemail) are tied to the specific call list for re-queuing, not to the Contact globally.
Best practice
- Prepare the audience List first. Build and clean your People List in Lists before creating the call list, and check the Phone Contacts count so the queued audience matches your expectations.
- Design the Survey deliberately. Because completing it writes a Post and can update linked Contact fields, set up the Form (in the Forms builder) to capture exactly what you need before you start calling.
- Use the context tabs before you dial. Glance at Profile, Posts and Calls history so each conversation is informed.
- Record every non-connect. Consistently logging No answer, Left voicemail and Schedule callback keeps your stats accurate and makes follow-up queues reliable.
- Run staged passes. Work the main list, then generate a Not answered and Voicemail list for second attempts — this avoids re-dialling completed Contacts and lets you measure each pass separately. You can also switch sub-queues in-console with the Remaining dropdown.
- Turn calls into action. Use Create task during the call and add Contacts to Events from the Events tab so commitments made on the call don't get lost.
- Stay compliant. When making outbound calls, follow the relevant laws on unsolicited calls and contact preferences for your jurisdiction.