Work a call list

A list is a named batch of contacts you want to call, such as "Spring tune-up customers" or "Referral leads". Each contact on a list has its own call status. Start calling hands you one lead at a time, so you never have to decide who is next.

Lists are in the side menu under Lists, right after Contacts. You'll see the menu item when the CRM is on and your role can view work.

Make a list

1. Open Lists and choose New list.
2. Give it a Name. Add a Note if you want to remember where the contacts came from.
3. Optionally set a Default source, an Owner, Tries before giving up and Hours before trying again.
4. Save, then add people.

To add people, open the list and choose Add contacts and search by name, phone or email, or choose Import into this list to bring in a spreadsheet. See Import contacts.

Only customer records can go on a list. A company or property is skipped. A contact can be on several lists.

Making and changing lists, adding and removing people, and importing take the Import and bulk-edit contacts permission, which owners and admins have by default. Anyone who can view work can see lists. Calling takes permission to manage contacts.

What the statuses mean

Each person on a list has one status:

The first four are open: they're still in the queue. The rest are done. The list page shows how many are done, how many are ready to call right now, and how many you worked today. Select a status to filter, or search, filter by owner, show Never contacted, and sort.

By default a list tries each person 3 times, waiting 24 hours between tries. You can change both per list. A person who has used up their tries becomes Out of tries.

Step through the list

Open the list and choose Start calling. Hey Quad picks the next lead and shows a card with their name, company, stage, source, how many tries they've had and what happened last.

• Each phone number has a Dial button. Dialling uses your phone in Hey Quad, so your phone needs to be ready.
• Skip (or press S) moves them to the back of the queue for 12 hours.
• Snooze hides them for an hour, until tomorrow, or until a time you pick.
• Remove from list takes them off.
• Log without calling lets you record an outcome for a lead you reached some other way.
• Open record opens their contact record in a new tab.

The order is: callbacks that are due first (soonest first), then people you haven't called, then people you tried or talked to (the one you tried longest ago first). People you skipped in the last 12 hours go last. A person is only offered when their wait is over, they aren't snoozed, and nobody else is calling them.

Two people can work one list at the same time. When you're shown a lead, it's held for you for 15 minutes, so the other person gets someone else. If a lead has no phone number, or every number is blocked, Hey Quad closes it and moves on.

When nobody is left, you'll see why: the list is finished, everyone left is waiting for their next try (it tells you when the first is due), or everyone left is being called by someone else.

The top of the page shows Today: dials and connects, so you can see your own pace.

Save what happened

When a call ends, answered or not, a panel asks how it went. Pick an outcome, optionally add one line about the call, and choose Save & next. You can press 1 to 9 to pick an outcome and Enter to save.

The standard outcomes are Interested, Meeting booked, Needs a follow-up, Not interested, Left a voicemail, No answer, Bad number, Asked not to be called, Resolved and Spam, plus any outcomes your business has added. After a call nobody answered, the no-answer choices come first.

• Call back on… adds a follow-up. It creates a task for you and brings the lead back to the top of the list at that time.
• If the outcome opens a deal, a stage picker appears so you can choose where it starts.

What each outcome does to the lead's status, their lifecycle stage and a new deal is set by your outcome rules. See Outcome rules.

The same wrap-up appears after calls you place yourself, from the dialler or a contact record, not only from the calling mode. On the Android app you can work a list and save outcomes the same way.

Do-not-call data

If your business uses do-not-call files, the calling mode checks each number before you can dial it. A number that's blocked can't be dialled. A number that hasn't been checked has a Check now button, and Dial turns on once it comes back clear. See Do-not-call data.

Archive or delete a list

Archive hides a list and makes it read-only. Switch the Archived tab to see it, and Restore it to work it again. Delete removes the list and its statuses from an archived list. The contacts themselves stay.