Call Centre

Complete reference for Call Centre — the section where human reps make and take calls, and where supervisors run the floor.

Unlike AI Calls, this section is visible to every role in an organization. Individual pages are then gated, because a rep-facing dialer and a supervisor's wallboard are very different things.

For a rep's first day, use the Quick Start.

Prerequisites and the access gate#

Two conditions have to hold before any page here does anything:

1. The workspace owns a phone number. Without one you see You do not have a phone number yet — The call centre runs on a number your team answers. Get one, point it at a ring group, and the floor is live. — with a Get a number action.
2. Telephony is configured. Without it you see Telephony is not configured — this needs a FloGPT administrator and is not something you can fix from the dashboard.

A rep additionally needs a softphone credential, which is created automatically the first time they open the call centre. Until then, calls cannot ring them. The Incoming and Floor pages both warn about reps in that state.

Numbers is the one page that opens without call centre access, because it is the page you need in order to get a number in the first place.

Section map and role gates#

Gate messages are explicit about the reason. Floor and Routing tell an agent Supervisors only — This view shows the whole floor. Your own calls are on the History tab. Usage tells a supervisor This is the bill for the floor rather than the floor itself.

Setting up the floor#

Do this before letting reps in, in this order.

1. Numbers — decide what answers each number

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Columns: Number, Answered by, Reaches a human, and actions.

Answered by is exclusive — a number has one inbound owner. It is either an AI voice agent, an IVR menu, a ring group, or Nothing. Change opens a picker that spells out the consequence before you commit, including Nothing will answer this number. Every call to it is lost until you point it somewhere.

Reaches a human is the handover path. For AI-agent numbers, Edit handover opens a three-rung ladder:

1. A rep on the call centre floor — optionally a specific ring group.
2. Ring the dashboard — anyone with the dashboard open gets a ringing call they can claim; first to answer wins.
3. Forward to a phone number.

If you switch handover on but set no rung, the page warns you: The agent will promise a person it cannot reach. Either pick a rung or switch handover off so the agent offers a callback instead.

Banners on this page catch the four ways a floor silently fails: no live ring group at all, numbers that promise a human they cannot reach, numbers routed to the floor on a carrier that cannot deliver it (only Telnyx numbers can ring the floor), and numbers with nothing behind them.

2. Routing — ring groups, menus, and reps

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Five tabs: Ring groups, Menus, Reps, Call screen, Lead capture.

Ring groups are the set of reps a number rings. Per group you configure:

• Strategy — Ring everyone, One at a time, in order, One at a time, taking turns, or One at a time, least busy first.
• Ring each rep for — seconds before moving on.
• Reps, with an order for sequential strategies and optional required skills.
• Numbers that ring this group.
• An optional queue: what callers hear first, hold music, whether their place is announced and how often, when to give up, how deep the queue may get, and the answer target that service level is measured against.
• When nobody answers — Take a voicemail, Say goodbye and hang up, Hand to an AI voice agent, or Forward to another number.

Turning a group off sends its numbers straight to the overflow action.

Menus are IVR: the call is answered and the caller is asked to press a key. Each option has a digit, a label, and a destination — Ring a group, Take a voicemail, Hand to an AI voice agent, Go to another menu, Forward to a number, Say goodbye and hang up, or Repeat this menu. You also set how long to wait for a keypress, how many times to re-ask, what to say on a wrong key, and a final fallback. The editor warns if two options share a digit, since only the first would ever be reachable.

Reps covers per-person setup: whether they can take calls at all, their skills, working hours in their own timezone (including runs-past-midnight), their outbound caller ID, their daily call target, and which groups they ring for.

Turning Can take calls off keeps a rep's softphone but stops inbound calls reaching them — the right tool for someone on leave, rather than removing them from every group.

Call screen chooses which lead columns appear while a call rings, up to eight, workspace-wide. Empty fields are omitted rather than shown blank. Leave it unset and FloGPT guesses.

Lead capture designates the data collection new leads are filed into. Until you pick a list, the Create lead action stays hidden for every rep — this is the usual reason "Create lead" seems to be missing. Only lists this workspace can write to are offered; a list an integration owns is read-only. You can also name the company column so the Leads page can group accounts.

3. Follow-ups — rules that chase a lead automatically

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Two tabs: Rules and Activity.

The problem this solves, as the empty state puts it: Right now every promised callback depends on a rep remembering it.

A rule has four parts:

• When — the event, plus a delay in minutes, hours, or days, either after the event or before the event.
• Then — how to reach the lead: an AI agent that places a call, an approved template, a text message, or an email with its own subject and body.
• Only when — conditions on lead fields, combined with match all or match any. Operators include is, is not, is any of, is none of, includes, does not include, is set, is empty, is more than N days ago, is within the last N days, is more than, and is less than.
• Limits — how long to leave a lead alone, and the most fires per hour.

Rules can be paused, which keeps the configuration and the delivery record. Deleting takes the history with it, so pausing is usually what you want.

Activity shows every time a rule saw its event. Queued means it acted; anything else is the reason it did not — deduped, filtered, or an error.

Because these rules spend the workspace's call and message budget, they are gated to owners, admins, and supervisors, with the in-page message Follow-up rules contact customers and spend the workspace's call and message budget.

Rep-facing pages#

Dialer

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Top-left shows Calling from with the rep's assigned caller ID, or No caller ID assigned, and the registration state — Ready when the softphone has registered. If no number is assigned, outbound calls show the workspace default.

To dial: type into the input, use the keypad, or type digits anywhere on the page. Backspace deletes, Enter dials. As the number becomes dialable, FloGPT debounces and looks it up across the lead lists, showing the match under Who you are calling with pipeline status, Opted out where it applies, owner, last contact, and follow-up date.

Call is disabled while another call is up, when the softphone is not connected, or when the number is not dialable. During a call it reads On a call.

Your day at the top of the page tracks Dials, Connected, Connect rate, Talk time, Leads touched, and Won against the rep's daily target, plus the share of their calls that are dispositioned — because an undispositioned call cannot move a lead through the pipeline.

Your recent outbound calls lists recent calls with a Call again button per row.

A microphone selector appears when more than one input device is available.

In-call controls

While a call is up, the dock in the corner offers Mute, Hold (with or without hold music), Transfer, Add someone to this call, Scripts and knowledge base, Keypad for sending tones to IVR menus and extensions, Open lead, and Hang up. Warm transfers add Hand over and Back to caller.

If the softphone drops you get Softphone disconnected — You will not receive calls until this reconnects with a Reconnect button.

The wrap-up

When a call ends, Log call opens.

Outcome is one of Connected, No answer, Busy, Unreachable, Voicemail, Wrong number, Failed. FloGPT pre-selects one from the carrier's hangup reason — Change it if you know better.

Then Your note (Internal. What you took away from the call.) and What the caller said (Verbatim where you can. This is what coaching reads.).

On a matched lead you can also set Pipeline status, Potential, and Follow up, each defaulting to Leave unchanged. If the number is in no lead list, the call is still logged but there is nothing to update.

Closing without saving asks Discard this wrap-up? The call will stay undispositioned.

Queue

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Three tabs: Due follow-ups, My leads, Open pool. A Lead list selector scopes to one collection or All lead lists.

One lead at a time, with its pipeline status, potential, Opted out flag, phone and email, when a callback was promised, last contact, tags, and a position counter. Actions are Call (or Claim this lead in the pool), Skip, and a reload. Up next on the right previews the following leads, with counts by status at the bottom.

Each tab's empty state points at the next useful tab: clear follow-ups sends you to My leads, an empty book sends you to the Open pool.

Claiming is race-safe — if another rep took the lead first you get Another rep just took that lead.

Leads

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Tiles: Open, Due follow-ups, Won, Win rate.

Filters: a search across every column, lead list, owner (Anyone, Mine, Open pool), Status chips (New, Contacted, Callback, Won, Lost), Potential chips (Hot, Warm, Cold), and Follow-up due / Include opted out checkboxes.

Three tabs:

• Leads — columns Lead, Company, Status, Potential, Owner (or Open pool), Follow up, Last contact, Added, plus a Call button.
• Companies — Company, Leads, Open, Won, Win rate, Next follow up, Last contact. Grouping needs a company column named under Routing → Lead capture.
• Lists — List, Leads, Open, Unclaimed, Due, Won, Win rate, with sheet-connection state.

Clicking a row opens the lead drawer: pipeline Status, Potential, Follow up, Tags, an Opted out of contact checkbox, and a History timeline of everything that has happened to the lead. Owners, admins, and supervisors can Claim or Return to pool.

Import accepts CSV and Excel up to 7 MB. A row that matches an existing lead updates it rather than adding a second copy, and empty cells leave existing values alone — so a partly filled file only changes what it fills in. Export produces CSV or Excel of the current filter (capped at 50,000 rows) and can also download an empty template with the headers the importer understands. Sheets connects a lead list to a spreadsheet and keeps them in step both ways.

Agents are scoped to their own book: the owner filter defaults to Mine, and the Anyone option and the analytics link are hidden.

Incoming

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A ringing call shows Incoming call with the caller, the number they dialled, and Answer / Decline. During a call it shows On a call, noting that a matched lead means the wrap-up will offer to move its pipeline status.

The empty state is diagnostic. If someone is available it reads Set yourself Available and inbound calls to your numbers will ring here. If nobody on the floor is available it reads Nobody on the floor is available, so inbound calls are going to voicemail.

Recent inbound lists answered calls. Supervisors and above also get The floor — the roster with each rep's status, role, and a warning counting people with no softphone credential yet.

Presence is set from the header: available (Inbound calls will ring you), busy (Skipped by inbound calls; you can still dial out), or away (Off the floor).

Missed

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Columns: Caller (with an unseen marker and the number dialled), Reason, Voicemail, When, capture actions, and either Returned or a Call back button. An Unseen only checkbox filters the list.

Reasons are No answer, Busy, Failed, Cancelled, Sent to voicemail, Unavailable.

History

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Filters: a search over numbers and notes, Direction (Any direction, Inbound, Outbound), Outcome (any disposition), a Rep filter for supervisors and above, and a Needs wrap-up checkbox.

Columns: Contact, Rep (supervisors only), Outcome, Talk time, Notes, When, capture actions, and redial.

Clicking a row opens the call drawer with tabs Summary, Transcript, and Notes (or Wrap-up if the call was never dispositioned). Summary shows the AI summary, the rep's note, what the caller said, and who hung up. Only recorded calls are transcribed; the drawer distinguishes not-recorded, still-transcribing, and failed transcription.

You can disposition a call retrospectively from the Wrap-up tab. Saving again replaces the existing disposition and notes.

Capturing from a call

Create lead appears on missed and completed calls once Routing → Lead capture designates a list. Create ticket opens a support ticket for the call, prefilled, and tells you if the call already had one.

Scripts

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Talk tracks that appear in the in-call panel with the lead's own details filled in. Two scopes: Workspace scripts (The whole workspace — appears in every rep's in-call panel) and Yours only (Just me).

Any rep can write personal scripts. Only supervisors and above can publish to the workspace. A rep who cannot publish sees the lock and the note Ask a supervisor to publish it once you are happy with the wording.

The editor has a Title, a Script body, an Insert a detail token picker, and a Preview showing the script as a rep would read it for a sample lead.

Templates

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Approved copy that reps and automations send without rewriting it. Channels: SMS, Email, WhatsApp, Messenger, Instagram, Voice call. Purposes, which are only a grouping label: General, Follow-up, Demo, Reminder, Nurture.

Per template: Name, Channel, Purpose, an Active flag, Subject for email, Body, a token picker, and a Preview against sample lead data. WhatsApp templates additionally need a Meta template name and positional slots. Indian numbers need a DLT template id, required by TRAI.

Turning a template inactive keeps it in place but removes it from pickers. That is usually what you want instead of deleting — an automation still pointing at a template will block the delete and name itself.

Editing needs owner, admin, supervisor, or editor. Everyone else gets View.

Supervision and billing#

Floor

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Live totals: On call, Ringing, Waiting (with the longest wait), Available (with how many are away), Answered today (with abandoned), and Service level.

Live calls lists everything ringing, waiting, or connected, with the caller, the number dialled, the ring group, who answered and after how long, queue position, and age.

Three monitor modes per call:

End ends the call for everyone.

Today by ring group reports Group, Waiting, Free, Offered, Answered, Abandoned, SL, Avg wait, Avg talk. Service level is the share answered inside each group's own target. Inbound calls need a ring group before any of this can be measured.

The Reps aside lists each rep with their provisioning state and whether they are on a call.

Usage

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Owners and admins only, twice over — the section gate and an in-page check.

Tiles: Outstanding, Last 30 days (with minutes and call count), Rate (plus per-number monthly rental), and Lifetime. A Daily spend chart, then Recent billable events with When, Type (Call or Number rental), Reference, Direction, Duration, Billed, Amount.

Troubleshooting#

Related#

• Call Centre quick start
• AI Calls — the AI answering the same numbers
• Audience — data collections, which lead lists are built on
• Insights — Call Centre analytics: dials, connect rates, scorecards, speed to lead