How do I use Manual Actions for follow-up calls and texts?

Manual Actions turn workflow steps into a to-do list of calls and texts for your team. Instead of sending an automated message, the workflow puts the contact in a queue so a real person can call or text. This works well for warm follow-ups, like calling a family the day after they request information, or checking in with a new referral partner.

Add a manual call or text step to a workflow

This is usually done by an account admin.

1. Go to Automation, then Workflows, and create or open a workflow.
2. Click + Add Trigger and choose what starts it, such as a tag being added, a form submitted or an appointment booked.
3. Click the + below the trigger and choose Manual Action (call or SMS).
4. Give the step a clear name, such as "Call new family inquiry".
5. Assign it to a specific user or use round-robin assignment if that option is offered.
6. Click Save, then Publish the workflow.

Work your queue on the desktop

1. Go to Conversations and click the Manual Actions tab.
2. Use the filters on the left to narrow by workflow, task type (Call or SMS), status or assigned user.
3. Click Let's Start.
4. Make the call or send the text. Log the outcome in the side panel.
5. Mark the task Complete, Skip it, or put it back in the queue. Press Enter to move to the next task.

Work your queue in the LeadConnector app

1. Tap the menu icon and choose Manual Actions (also found under Conversations).
2. Tap the blue play button to start your pending tasks.
3. For calls, choose the outcome when the call ends. It counts toward your call reporting.

Tips for managers

• Task statuses are Yet to Call, Completed and Skipped.
• To reassign tasks, check the boxes, click Bulk Actions and choose Assign User.
• Your filters are saved in the page address. Copy the link from your browser to share the same filtered queue with a teammate.
• Click Reset Filters to clear all filters.
• Notes from a call can be added to the contact's record after you finish.

Have a question about your own account? Submit a ticket and our team will follow up.