What it is
Call on an open contact lets you phone the customer from your dealership's number, not your personal one. QualiFlow rings your phone first. When you answer, it connects you to the customer, who sees the dealership number. The call is logged on the contact and on the Calls page by itself.
Recording and transcripts follow Settings → Calls. A workspace that never changed that setting records and transcribes these calls. When a call is recorded, the customer hears "This call from (your business) is recorded" before you are connected.
After a call that connected, pick what happened: Appointment set, Good conversation, Follow-up needed, Left voicemail, No answer, Bad number or Other (with a note). A short call lists Left voicemail first. A call that never connected logs itself (No answer, Line busy, Couldn't connect or Cancelled) and can't be given a talk outcome; only Bad number can be added. You can set an outcome on any call in Calls, including Aria's, with the same rule.
How to use it
- Open the contact and select Call. You need Calls access.
- Choose the Number to call and the dealership number to Call from.
- The first time, enter Your phone (the phone QualiFlow rings for you) and select Save. US and Canada numbers only.
- Under Before you call, choose why you may call this customer, say where that is recorded, and tick I'll read this at the start of the call.
- Select Call now. Your phone rings within a few seconds. Answer it.
- You hear "Connecting you to (name)". Read the disclosure when the customer answers.
- When a connected call ends, the dialog asks How did the call go? Choose an outcome, add a note if useful, and select Save outcome. If it never connected, the dialog says what was logged (for example "Logged on the contact: No answer") and offers Wrong or bad number? and Close.
- To change an outcome later, open the call in Calls and select Change.
What the data means
| What the dialog says | What it means |
|---|---|
| Ringing your phone | Answer your phone to be connected |
| Connecting you to the customer | You answered; the customer's phone is ringing |
| You're connected | You're talking |
| You didn't answer, so the customer was not called | Nobody rang the customer; try again when ready |
| The customer didn't answer | Logged as No answer by itself |
In Calls → History the call shows you as Handled by, the dealership number as From, and its recording, transcript and outcome. A call where you didn't answer shows as Cancelled.
Possible issues and fixes
There is no Call button
Symptom: The contact page shows no Call.
Why: The contact has no phone number, is in Trash, or you don't have Calls access.
Fix: Add a phone number to the contact, restore it from Trash, or ask your Owner for Calls access in Settings → Team & roles.
How to check: Call appears next to Add note.
"This workspace has no dealership number that can make calls yet"
Symptom: The dialog shows this instead of the form.
Why: No verified number with Voice is connected to your workspace, or the phone account that holds your number isn't ready (for example your own carrier account was closed).
Fix: Add or connect a number in Settings → Connections → SMS & calls. Ask your QualiFlow contact if a number was assigned to you, or lives in your own carrier account, but doesn't show.
How to check: Open Call again: the Call from list shows the number.
My phone never rang
Symptom: The dialog stays on Ringing your phone, then says you didn't answer.
Why: Your phone is wrong, or your phone sent the call to voicemail.
Fix: Select Change next to Your phone, correct it and select Save. Then call again.
How to check: Your phone rings within a few seconds of Call now.
"This call was already started"
Symptom: After you select Call now, the dialog says this.
Why: Your press already started a call (for example, the connection dropped and the request was sent again). QualiFlow places one call per press, so you're never rung twice.
Fix: Close the dialog. The call you started is on the contact and in Calls. To call again, open Call again.
How to check: Calls → History shows one call.
"No recording (recording is off)"
Symptom: A call shows no recording.
Why: Recordings are off in Settings → Calls.
Fix: An Owner can turn recordings on in Settings → Calls. Calls made before that stay unrecorded.
How to check: The next call shows a player under Recording.
