Call Centre

Call Centre is the section where people make and take calls. It is separate from AI Calls, which is where the AI does. If you have reps with headsets, this is their section.

Two things have to be true before anything here works: your workspace needs a phone number, and telephony has to be configured. If either is missing, every page tells you which one and what to do about it.

This guide is written for a rep on their first day, then points supervisors at what only they can see.

Step 1 — Place your first call from the Dialer#

Go to Call Centre → Dialer. This is where a rep spends the day.

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Check the top-left corner first. It shows which number you are Calling from, and underneath, Ready once your softphone has registered. If it says anything else, you cannot dial yet.

Then:

1. Type the number, use the on-screen keypad, or just start typing digits anywhere on the page.
2. As you type, FloGPT looks the number up across your lead lists and shows who it is under Who you are calling — with their pipeline status and when they were last contacted.
3. Press Call. While a call is up the button reads On a call.

At the top of the page, Your day tracks your Dials, Connected, Connect rate, Talk time, Leads touched, and Won against your daily target.

Step 2 — Log the call when it ends#

When you hang up, the wrap-up dialog opens by itself, titled Log call. This is not optional busywork — an undispositioned call cannot move a lead through the pipeline, and it is what coaching reads later.

Pick an Outcome: Connected, No answer, Busy, Unreachable, Voicemail, Wrong number, or Failed. FloGPT pre-selects one from the carrier's hangup reason; change it if you know better.

Then fill in what you can:

• Your note — internal. What you took away from the call.
• What the caller said — verbatim where you can.
• Pipeline status, Potential, and Follow up on the matched lead.

Press Save call.

Step 3 — Work the Queue instead of guessing who to call#

Go to Call Centre → Queue. It decides the order for you, across three tabs:

• Due follow-ups — callbacks you promised that are now due. Start here every morning.
• My leads — everything assigned to you that is still open.
• Open pool — unassigned leads. Press Claim this lead to take one.

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The queue shows one lead at a time with Call and Skip, a position counter reading n of total, and an Up next list on the right.

Step 4 — Use Leads when you need to search rather than be fed#

Go to Call Centre → Leads for the whole book. Four summary tiles across the top — Open, Due follow-ups, Won, Win rate — then three tabs: Leads, Companies, and Lists.

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Filter by lead list, owner (Anyone, Mine, Open pool), status (New, Contacted, Callback, Won, Lost), and potential (Hot, Warm, Cold). There are also Follow-up due and Include opted out checkboxes.

Click any row to open the lead, or press Call to dial it straight away.

To get leads in, use Import and upload a CSV or Excel file. A row matching an existing lead updates it rather than creating a duplicate.

If you are an agent, the owner filter defaults to Mine and you cannot see other reps' books. That is intentional.

Step 5 — Pick up what you missed#

Go to Call Centre → Missed for calls that rang and went unanswered. Each row shows the Caller, the Reason it was missed, the Voicemail if one was left, and When. Press Call back, or Returned marks itself once you have.

Call Centre → History is every call you handled, searchable by number and note, filterable by direction and outcome, with a Needs wrap-up checkbox that finds the calls you forgot to log.

If you supervise the floor#

Call Centre → Floor is the wallboard — every live call, every queue, and today against target. Live totals across the top: On call, Ringing, Waiting, Available, Answered today, Service level.

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You can Listen to a live call without being heard, Whisper to coach the rep with the caller unable to hear you, or Join so everyone hears you. End hangs the call up for everyone.

Five pages in this section are gated:

The three you will need to set up before the floor works are Numbers (what answers each number), Routing (ring groups, phone menus, and rep skills), and Follow-ups (rules that chase a lead automatically). All three are covered in the Call Centre manual.

Where to go next#

• Full page-by-page reference, including routing and follow-up rules: Call Centre manual.
• Want the AI to answer instead of a person? AI Calls.
• Rep performance and speed-to-lead reporting lives in Insights → Call Centre.