Calls — Workflows: step-by-step

This page collects the end-to-end Calls workflows as numbered procedures.

A — Place a VoIP call (optional)

1. Open a call list's in-call console.
2. At the top, click Connect call — it changes to Dial.
3. Click Dial to place the call inside SwiftFox. (The Connect call button is present when VoIP is set up for your account.)

B — Create a new call list

1. Open Calls from the left navigation (the Calls landing page).
2. Click Create call list (top-right; Bulk call list sits beside it).
3. Survey step:
   • Enter a Call list name.
   • Use the Survey dropdown (Select a survey) to choose the Form to use during calls.
   • Click Next.
4. Audience step:
   • In the Search for lists or people to add box, search for a List or a person (Lists and People are grouped; live lists show a Live badge).
   • Select an entry and click + Add. Added rows show their Name and Phone Contacts count. Adding a List queues all members who have a phone number.
   • Click Next.
5. Review step:
   • Confirm the Summary (List, Survey name, Number of contacts).
   • Click Finalise list.
6. On the Calls landing page, click the Start call button (the phone icon) beside your new list to open the console.

C — Make and record calls

1. In the console, check the current Contact's phone number at the top.
2. Choose how you'll call:
   • Connect call → Dial (VoIP) if set up, or
   • Use your own phone and keep the console open.
3. While speaking, complete the Survey in the right pane.
4. Click Complete survey to save responses — this creates a Post on the Contact and applies any survey-driven updates.
5. If using VoIP, click Start Transcript during the call to transcribe it live (the button toggles to Stop Transcript).

D — Set call outcomes & re-queue

1. For a call that didn't connect, use the Call didn't connect? controls at the bottom of the Survey pane: No answer, Left voicemail, or the More dropdown for Wrong number, Abusive caller and Schedule callback. Use Skip Call (top-right) to move on without recording an outcome.
2. These outcomes are stored against the Contact within the list.
3. Back on the Calls landing page, open the list's actions menu (three-dot / Settings button) to create a follow-up queue: Voicemail list, Not answered or Callback later list.
4. Work that new queue from its Start call button.

E — Use context & productivity tools during a call

1. Use the left pane tabs for quick context: Profile, Shared Number, Posts, Tasks, Calls history, Events.
2. From Events, optionally add the Contact to an Event via the Add to Event dropdown.
3. From the action toolbar, click Create task to open a Task dialog defaulted to the current Contact.
4. Click Call list to see the entire queue, My activity to review your activity, and use the Remaining dropdown to focus on a sub-queue.

F — Review transcripts & sentiment (VoIP + transcription)

1. After a transcribed call, open the auto-created Call Post on the Contact (or the Posts tab).
2. Open the Transcript file ready card to view the Transcript drawer: the sentiment badge, the date and time, the conversation, and a download button.
3. The Call summary card on the Post gives an AI summary of the conversation; the sentiment (Positive / Negative / Neutral) is derived from the transcript.