A representative can initiate a call through one of three entry points:
Contacts Tab: Click on a contact record in the intelligence layer to dial them directly.
Smart Stream Tab: Click Smart Stream to start the smart automated call queue.
Campaigns Tab: Open a campaign and click “Start Dialing”.
Dialer from Contacts Tab
Once a call is initiated from this tab, the Dialing Panel will launch a Mini-Panel which displays contact name and quick-action controls. Clicking the Expand icon on the mini-panel opens the complete Dialing Activity view.
The full Dialing Activity view is divided into the following sections:
1- Contact Details Tab
The Contact Details tab provides essential context about the contact being dialed and is divided into three key sections:
Smart Summary: The Smart Summary gives you a quick overview of a contact by summarizing key information from past interactions, such as previous calls.
Active Campaign: Displays the campaign currently associated with the contact (if applicable).
Contact Details: Key attributes including:
First & Last Name
Role & Company
LinkedIn URL
Email & Phone Number(s)
Signal & Score
Location (City, State) & Timezone
2- Activity History Tab
The Activity History tab logs past calls and allows reps to manage follow-up tasks and call records:
Call Logs: Displays a chronological history of previous calls made to the contact.
Call Disposition Editing: Allows reps to edit the most recent call disposition (Note: updates are restricted to dispositions within the same behavioral group).
Task Management: View, edit, or mark existing follow-up tasks as complete, or create new follow-up tasks for the contact.
3- Account Details Tab (Contacts Only)
The Account Details tab provides company-level insights for the account linked to the contact being dialed. It includes the following components:
Smart Summary: Displayed at the top of the Account Details tab, the Smart Summary gives a quick overview of the selected contact's account history, including call history, activity timeline, and account notes. It is not editable by reps.
Account Details: Core attributes of the associated company:
Company Name & Industry
Segment & Location
Website & LinkedIn URL
CRM Link
Account Notes: Internal notes and history recorded for the company. These notes can be appended.
Associated Contacts: A list of other contacts tied to the same account. Clicking any contact in this list opens a mini-panel showing their individual contact details.
4- Summary
The Summary Tab provides real-time status updates and automated AI-generated insights once a call concludes.
Immediately after a call ends, the tab displays a temporary processing message while the summary is being generated: "You have ended the call. The summary will be generated shortly."
Once processing completes, the tab displays three main sections:
Call Summary: A concise overview of the conversation, key discussion points, customer interactions, and outcome.
Coaching Notes: Targeted feedback and intervention recommendations to improve rep performance on future calls.
Key Moments: Highlights specific keywords and topics detected during the call, acting similarly to Battle Cards to capture relevant conversation triggers.
Topics and keywords displayed in this section are customizable in the platform settings under Settings > Data Capture > Topic Configuration.
Topics & Keywords: Each topic clusters specific keywords that, when spoken during a call, automatically surface in Key Moments.
5- Call Transcript Tab
The Call Transcript Tab provides the complete, post-call text recording of the conversation once processing is complete.
Immediately after a call ends, the tab displays a temporary status message while the audio and text are processed: “You have ended the call. The recording and transcript will be generated shortly.”
Once processing finishes, the tab displays a full text transcript. This is a complete, speaker-labeled text recording of the entire conversation for post-call review, auditing, and analysis.
6- Live Transcription Tab
The Live Transcription tab provides real-time speech-to-text conversion while the call is actively in progress.
Dialer from Campaigns Tab
When initiating a dialing session from the Campaigns Tab, the interface includes all standard tabs available in the Contacts view, along with additional left and right side panels designed for campaign workflows.
1- Center Panel
Contains the same standard tabs as the Contacts dialing interface (Contact Details, Activity History, Account Details, Summary, Call Transcript, Live Transcription).
2- Left Panel: Campaign Queue
Prospects appear in sequential order within the left side panel. From this panel, representatives can:
View the Queue: See all queued prospects in their exact dialing sequence.
Access Prospect Details: Click any prospect’s avatar to open a quick-view panel containing three tabs:
Overview: Displays key prospect attributes and details.
Activity: Shows recent engagement and call history.
Account Details: Displays information regarding the associated account.
3- Right Panel: Sales Enablement & Call Details
The right-side panel provides real-time resources and call tracking across three dedicated tabs:
Scripts: Access campaign-specific talk tracks and scripts to guide the conversation.
Battle Cards: View competitive intel, objection-handling tips, and key selling points.
Call Details: User should choose a disposition and, if applicable, a follow-up date.
When a user enters Call Details within a campaign, the disposition section is grayed out, since no call has been made yet and there's nothing to disposition. Once the user dials, they can press "Select Outcome" under Disposition to choose an outcome and, if applicable, a follow-up date.
They can also specify a follow-up owner by selecting from the list of users.
Users can create a task even before dialing.
After the call ends, the user is taken to the Summary tab.
Dialer from Smart Stream Tab
After entering the Smart Stream tab, press on the Smart Stream button to call the prospects in the queue.
The dialing screen looks the same as when dialing from a campaign. The difference relies depending on the contacts inside the Smart Stream. If this contact is in a campaign, then dialing it from Smart Stream will show those Script and Battlecards. Otherwise, they would be grayed out.
Dialing a Follow-up Event
When a rep dials and chooses one of the dispositions requiring a follow-up (such as Connect Incomplete, Activated Lead, Meeting Scheduled, or Not Now), the contact can now be dialed from Smart Stream. When dialing this follow-up event from Smart Stream and choosing either No Connect / Answer or Left VM, the rep is presented with a "Do not schedule follow up" checkbox. This checkbox appears on every no-answer against a follow-up event, with no exceptions and no skip.
If the rep doesn't select that option and instead picks a new follow-up date, the existing task is updated with the new date, and a new event surfaces on that date so the follow-up is rescheduled. The follow-up then resurfaces in Smart Stream on that date. This cycle repeats until the rep opts out or the task is completed.