Calls
Call lists
Work a list of your own enquiries or customers within calling hours, with capped retries, a do-not-call list and every outcome on the lead.
A call list is how a bot works many numbers instead of calling one by one. Ask for it in the bot's chat: *"Call back today's enquiries between 10 and 6, retry no-answers once after an hour, WhatsApp the fee sheet after the first miss."* The bot creates the list with the call_campaign tool and reports as it goes. The calls go out on their own, one a minute at most per line, inside the window you set.
What a list carries
- Who: leads from the CRM (a stage, a tag, today's enquiries) or numbers you paste. Every one of them should be someone who already dealt with you; see Calls, the right way.
- Purpose: one sentence the bot opens with and works toward.
- Line:
twilio(the bot talks from your Twilio number, several calls at once),phone(this phone's own SIM dials one at a time), orteam(every ready phone on the team works the same list, one call per phone). - Calling hours: a start, an end and a time zone. Nothing dials outside them, however many phones are ready.
- Limits: calls per hour and per day per line, because a SIM that dials too fast is flagged as spam by the network.
- Retries: how many times a no-answer, busy or voicemail is tried again, and how long after. Then the lead goes back to a person.
- Follow-up text: an SMS or WhatsApp sent once after the first miss, in your words.
- Recording: on or off per list.
Do-not-call
Numbers on the do-not-call list are skipped by every list and every bot on the account. A person who says *don't call me again* on a call is added by the bot; you can ask a bot to add or remove a number any time.
Outcomes
Every attempt is filed on the lead: connected, no answer, busy, voicemail, failed, with talk time, the transcript and the bot's notes; the list's own counters (placed, connected, no answer, skipped) are in the bot's report and on the dashboards. Ask the bot *"how is the callback list going?"* at any time, or *"pause it"*.
On a team
With the team line, the list is spread across every member's phone that has its Pocket Link adapter connected and is not paused. A phone that goes quiet (battery, adapter unplugged, offline) is paused automatically and the lead is told; the team lead's bot can pause or resume a worker and report each worker's placed, connected and connect rate (Workers).
How many at once
Pocket's call engine carries about four live calls per vCPU. Ask any bot *"we have 10 people calling together, what do we need and what will it cost?"* and it answers with the engine size and the monthly cost.