Place a single call from a lead, or hand a whole list to Lead Hero and let it dial through the queue for you.
Who can do this: any rep with a seat and access to the workspace the lead belongs to. No admin rights are needed.
Before you call
You need all of these:
A seat. Without one you can open Leads but not place calls.
An active phone number in your workspace. Numbers are shared per workspace, not per rep.
A dialable number on the lead. Leads with no usable phone are skipped.
Microphone access in your browser. See Troubleshoot call audio and answer detection if the browser is blocking it.
One Lead Hero tab. Calling works in a single tab, on a single device, at a time.
That last one surprises people, so it is worth spelling out. Open Lead Hero in a second tab and it is the second tab that loses calling, not the first. The tab already holding the lease carries on working. The new one shows this:
Try to start a call from that tab anyway and a message says the same thing. Signing in on another device gives you the same notice worded for a device instead of a tab, with a Logout other sessions button on it. Close the extra tab or window, select Retry, and calling comes back.
Call one lead
Open Leads.
Find the lead, in a folder or through search.
Select the row. The call module opens at the bottom of the screen.
Check the phone number shown, then select Start call.
1 is Start call. 2 is Call audio settings. 3 opens the scripts panel.
The same row also holds the keypad, for dialling a number directly before a call or sending tones during one, and Numbers to call from, which limits which of your numbers this rep calls out on.
There is no mute button. If you need to go quiet, use your headset or your operating system.
Call a list automatically
Open Leads and tick the leads you want to call. The bulk action bar appears once at least one row is selected.
Select Automated Calling.
Automated Calling only appears once you have selected at least one lead.
Dialing starts immediately. There is no confirmation step, so select the button when you are ready to talk.
The Automated queue panel then takes over the call module. It shows how many leads are left, and between calls it counts down the gap before the next one. That gap is the Dial Interval, set once for the whole organization in Settings > General, and it defaults to 5 seconds.
To stop, select the pause button in the queue panel header. Clear queue appears while paused, and empties the rest of the list. When the queue runs out on its own you get a Queue complete card with a Dismiss button.
Call a whole folder
Open a folder's three-dot menu and select Start calling folder. Everything in the folder goes into the queue.
Static folders offer Start calling folder. On a dynamic folder the item reads Start calling, or Resume calling if you already have a session running for it.
When calls do not start
Two different things can go wrong, and they behave differently.
One lead fails. The queue shows "Skipped" with the lead name and moves on. Common causes:
What you see | What it means |
No dialable phone number | The lead has nothing in any of its phone fields. Enrich it or fix the number. |
Invalid number | The number is malformed. |
Lead phone mismatch | The number on the call does not match the number on the lead. |
The session fails. Dialing stops and the panel shows Automated calling paused. Common causes:
What you see | What it means |
No eligible caller number is available right now | Every number in the workspace is resting or out of scope. The banner links straight to Phone Numbers. |
Calling is currently disabled for this organization | The organization is suspended. An owner needs to sort this out. |
Another call is already in progress | Finish or hang up the current call first. |
You may also hit a number that looks fine but cannot be reached:
The call could not be started. This can happen with an invalid or unreachable number, or a temporary issue with the call provider. Please try again.
Trying again is worth one attempt. If it repeats on the same number, the number is the problem, not the moment.
When to contact support
Get in touch if:
The call module does not appear at all.
Calls go out from the wrong number.
A session will not start even though you have healthy numbers.
The queue includes a lead that should not be in it.
Include your organization, workspace, browser, the folder you were calling, and the exact message on screen.
Next steps
Troubleshoot call audio and answer detection: no sound, or a pickup classified wrongly
Schedule callbacks and manage redials: what to do after a no-pickup
Use local presence and monitor calling usage: why your number pool shrinks mid-session
Review call results, recordings, and transcriptions: reading the record afterwards