CRM Auto Dialer: Call Your Client Base Without Spreadsheets

Calling through a list by hand looks like this: a spreadsheet on the second monitor, dialing each number manually, ringing, “no answer,” a yellow highlight and on to the next number. Half the workday goes to dialing and waiting. An auto dialer in a CRM takes that part off your hands: it dials on its own, connects the operator only with people who picked up, and records the outcome of the call in the client card.

Where the numbers come from

A dialer campaign is built from companies in the CRM. In the company list, tick the rows you need or select everything that matches a filter, then click “To the dialer”; you can also send a selection from the AI filter. The CRM dials the company's own numbers first, then the phones of its contacts. Blacklisted numbers and duplicates are dropped, and after adding you see how many companies made it into the campaign, how many have no phone number and which ones are already being called in another campaign.

Three dial modes

• Progressive: one line per operator; the next number is dialed when the operator is free. The client doesn't wait a single second, so this mode suits a warm base.
• Power: up to 10 lines per operator at once. It works well when only some of the numbers answer: the operator spends less time listening to ringing.
• Predictive: the CRM picks the dialing pace from statistics and keeps the share of abandoned calls within the limits you set, from 1 to 30%.

If a client answers and no operator is free, the client waits up to 15 seconds (adjustable from 5 to 60) and can hear a greeting and music. Each campaign has an overall cap on lines and a pause between calls from the same line.

What the operator sees

The operator turns on “Ready to take calls” and joins the queue. When a client answers, a card opens on top of whatever CRM page is open: company fields, the form, the script text and outcome buttons. From the same card, the operator can send an SMS and schedule a call in the calendar.

A form is created once and attached to any number of campaigns. It has company fields, either view-only or to fill in, your own questions with answer options, and required fields. Edits to a form take effect right away in every campaign, including the ones already running.

Unanswered calls and redials

• Redial intervals by default: busy, after 15 minutes; no answer, after 60; dial error, after 240; abandoned call, after 30. All intervals can be changed.
• Up to 20 attempts per number, and the same number is dialed no more than once every N hours, once a day by default.
• Not reached: when the attempts run out, the company gets the “not reached” outcome and can be passed to an employee you choose.
• Auto-pause: after a series of line errors or unanswered calls, or when the refusal rate goes above a threshold, the campaign pauses itself and sends a notification.

Results go straight into the CRM

A call is closed with an outcome from the form: “Success,” “Refused,” “Call back” with a time, or not a target contact. Every form has the “No result” outcome: it sends the number back to the queue. After the call, the CRM writes the form answers to the company card and a summary to its activity feed, and the outcome can change the owner, either to the operator or to an employee you choose.

If a client calls back on the campaign's line, the operator sees that campaign's form, and for an unknown number they can create a company right away.

Schedule and AI analysis

A campaign's working window is set in hours and days of the week in its time zone; outside that window, the CRM doesn't call. Dialer calls are recorded, and transcription with AI analysis is turned on with the “Transcribe and analyze conversations” checkbox plus a minimum duration: by default, calls of 60 seconds or longer are analyzed.

Campaign reports

• Campaign tabs: tasks, attempts, operators, form answers, a dashboard and the live “Status” board.
• Efficiency: how many dials it takes to get one conversation and one success.
• Forecast: when the base will run out at the current pace.
• Operators and time: each operator's output and a heatmap of reached calls by day and hour.

How to launch your first campaign

1. Connect telephony: the dialer works through your workspace's SIP lines.
2. Turn on the “Outbound dialer” app in the marketplace.
3. Build a form: 3–5 questions, a script and call outcomes.
4. Filter your base in the company list and click “To the dialer.”
5. Choose a mode (Progressive is a good start) and a working window.
6. Operators turn on “Ready to take calls,” and you watch the “Status” board.

We covered how lines, recordings and missed calls work in our article on CRM phone integration.