Where do I find Calls?
In the left navigation. It opens the Calls landing page, which lists all your call lists and their stats.
Do I need VoIP enabled to use Calls?
No. You can build lists and log surveys and outcomes while calling from your own phone. For in-app calling and transcription, the Connect call button must be available in the console (it appears when VoIP is set up for your account).
How do I attach a survey to a call list?
In Create call list → Survey step, name your list and choose the Survey from the Select a survey dropdown. That Form then appears in the right-hand pane during every call in the list.
How do I build the audience?
On the Audience step, use the Search for lists or people to add box. Results are grouped into Lists (live lists show a Live badge) and People. Select an entry and click + Add. Adding a List queues only Contacts that have a phone number — the Phone Contacts count shows how many.
What happens when I click Complete survey?
A Post is created on the Contact, and any Contact details the Survey is linked to are updated.
Can I see context while calling?
Yes. The left pane shows Profile, Shared Number, Posts, Tasks, Calls history and Events (with an Add to Event dropdown).
How do I handle outcomes like no answer or wrong number?
Use the Call didn't connect? controls at the bottom of the Survey pane: No answer and Left voicemail are quick buttons, and the More dropdown holds Wrong number, Abusive caller and Schedule callback. Later, generate a follow-up queue — e.g. Not answered — from the list's actions menu (three-dot / Settings button).
How do transcripts and sentiment work?
During a VoIP call, click Start Transcript (it toggles to Stop Transcript). After the call, an auto-created Call Post includes a Call summary and a Transcript file ready card. Open that card for the Transcript drawer, which shows the conversation, a sentiment badge (Positive / Negative / Neutral) and a download button.
Can I create tasks during a call?
Yes. Use Create task on the action toolbar — it defaults to the current Contact.
Can I rename or delete a call list?
Yes — from the Calls landing page via the list's actions menu (three-dot / Settings button), which is also where you Generate report and build the Voicemail list, Not answered and Callback later list follow-up queues.
Are outcomes shared across all my call lists?
No. Outcomes are list-scoped — they're stored against the Contact within the specific call list, so re-queuing only pulls outcomes from that list.