Dialer & click-to-call

The dialer is the fastest thing in the product: type a number, press Call now, and your AI agent rings that person immediately.

Telephony → Dialer

What it's for

Ad-hoc, one-off calls where waiting for a queue would be pointless:

• Returning a missed call while the customer is still thinking about you.
• Reaching one hot lead now.
• Ringing a real number to hear how the agent sounds on a live call.

For anything involving a list of people, use Campaigns. For anything with a "call them on Thursday" shape, use Follow-ups.

The one thing to understand

The AI makes the call, not you. Despite the name "click-to-call", pressing the button doesn't connect your phone to theirs — it dispatches your agent to have the conversation.

That trips people up the first time. If you want to speak to the person yourself, use your own phone.

Placing a call

Press Call now and you get an immediate confirmation.

What happens automatically

• A contact is created or matched. If the number already exists in your CRM you get the existing contact; otherwise a new one is created. Either way the call, transcript and outcome land on that contact's timeline, so a dialer call is never a lost record.
• The contact is marked as called, with the time.
• Do-not-call is checked first. If the number is on your DNC list, the call is refused with an error rather than placed.

Things worth knowing

• Caller ID matters. People answer local numbers. If you have several, pick the one that fits the person you're ringing.
• A dialer call bills like any other call — it draws from your included minutes first, then your wallet.
• Numbers must match exactly to reuse a contact. +14155550123 and 4155550123 are treated as two different people and will create two contacts. Be consistent, and prefer the full international form everywhere.
• The contact's stage is set to "called". If you had a lead at a later pipeline stage, a dialer call resets that. Worth knowing before you dial through a list by hand — that's what campaigns are for.
• The dialer skips the queue's protections. It doesn't check your concurrent-line limit or your balance before dialling, because it optimises for immediacy. Use it for single calls, not as a way to work around the call queue.

Calling from a contact record

You don't have to come here. Every contact in Contacts has a call button that does the same thing with the number already filled in — usually the more natural route when you're already looking at someone's record.

If a call fails