Calls and follow-up
A call is more useful when its outcome and next step stay with the lead. Convertly brings supported call activity into Calls, where your team can review the history and plan follow-ups.
Choose how to capture calls
Section titled “Choose how to capture calls”| Option | How it works | Start here |
|---|---|---|
| Android companion | Sync eligible cellular calls from the enrolled phone’s selected work SIM | Set up Android tracking |
| Exotel or Tata Smartflo | Connect a supported provider for click-to-call, callbacks, and call history | Connect a calling provider |
Android tracking does not turn WhatsApp calls or other internet calls into cellular call records. Provider click-to-call rings the mapped agent phone; it is not a browser softphone.
Review your day
Section titled “Review your day”- Open Calls and choose the date range you want to review.
- Narrow the list using the available status, direction, handler, device, or source filters.
- Open a call to inspect its time, reported duration, status, and related lead.
- Use Needs review to work through calls requiring attention.
- Record a useful follow-up with an owner and due time.
Closing a call panel does not mark the call reviewed. Use the explicit review action when you have handled it.
Match calls to leads
Section titled “Match calls to leads”Calls can link to existing leads using the phone number. For an eligible unmatched number, an authorized user can create a lead from the call. Automatic creation depends on workspace or device policy; it is not enabled by every connection.
A hidden or trashed record should not be recreated just because it is absent from your normal list. Ask an Admin to review a matching issue.
Understand the outcome
Section titled “Understand the outcome”An outgoing attempt is not proof that the customer answered. Use the status and duration actually reported by the phone or provider. “Missed incoming” and “outgoing no answer” describe different events.
The recorded call handler and the lead’s current owner may also be different people.
Reporting and automations
Section titled “Reporting and automations”Use Calls analytics to review call activity using a consistent period and filters. Lead-linked completed or missed call events can start supported automation rules.
Access follows your Calls permissions and record visibility. Recording access, when available, also depends on the source, device, and your permissions.