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Overview

Call prospects from their person records or from phone-call tasks. The call connects through your browser, so you can review the person’s details while you talk. When the call ends, choose an outcome and add notes to keep a record of the conversation. Before calling, set up the dialer, check that a phone number is assigned to you, and allow your browser to use your microphone.

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Call from a task

Phone-call tasks contain the person to contact and any preparation notes. They can be created individually or by a phone-call step in a sequence.
1

Open the task

Go to Tasks and open a phone-call task. Review its notes and the person’s details before dialing.
2

Choose a number and call

Click Call to dial the person’s primary number. Use the arrow beside it to choose another number when the person has several.Review any warning shown before the call. Once connected, use the call controls to manage your audio and end the call.
3

Log the result

Select the call’s outcome and add notes. Click Log and complete task when you have finished the task, or Log call to save the attempt and leave the task open for another attempt.
For a sequence task, completing the task lets the enrollment advance. A connected outcome can also offer the choice to end the enrollment. Review that choice before saving so the next sequence step matches your intended follow-up.

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Call from a person record

Open a person’s record and click their phone number. You can also use the phone icon near their name to choose a number. The same call controls and outcome form are available when calling without a task. If the person has no number, use the phone icon to add one or request phone enrichment. Enrichment returns a number only when one is available. Check that the number belongs to the person before calling.

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During a call

You can keep reviewing the person’s record and navigate within Unify during the conversation. Use the call controls to mute your microphone, change audio devices, open the keypad, or end the call. The recording indicator shows whether the call is being recorded. To stop it, hover over REC and click Stop. Wait for confirmation that recording has stopped. See Call recording for the effect on the saved recording and your workspace’s regional settings.

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Log the outcome

The outcome form opens when a call ends. Choose the disposition that describes what happened, then add notes about the conversation and the next action. Your workspace’s call dispositions provide the available outcomes. Turn on Create follow-up task if you need a reminder to contact the person again. After you log the call, complete the follow-up task form. Some outcomes also update the person’s record. Bad number marks the dialed number invalid. Do not call opts the person out of future calls. Choose these outcomes only when they reflect the conversation.

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Log a call made outside Unify

If you called using another phone or service, open the phone-call task, click the arrow beside Call, and choose Log call. Enter the outcome and notes, then save the attempt or complete the task. This records the activity without placing a call through Unify.

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Review call activity

Open the person’s Activity tab to find the call. Click the call activity to view its outcome, notes, duration, and any available recording or transcript. You can also find calls in the call log, using search and filters to narrow the results. Logged calls can sync to your CRM according to your workspace’s sync rules, field mappings, and connection permissions.

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Calling warnings and restrictions

Before you dial, Unify can warn that it is outside calling hours in the prospect’s local time or that your team has recently called the same number. Review the warning before deciding whether to proceed. Repeated attempts in a short period can temporarily prevent another call. A person’s call opt-out, invalid number, or applicable engagement policy can also prevent calling. Review the reason shown in the product and resolve the underlying issue before trying again.