Call a lead and finish the wrap-up

Select a lead and use the call button. Allow microphone access when asked. You can call a lead without first adding them to Contacts. Before dialing, read Notes and Activity. During the call, Vocal’s regular call controls handle mute, hold, audio devices, and transfers. See Make and take calls for those controls and choosing your outgoing caller ID from Keypad.

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What gets recorded automatically?

Vocal records call activity and updates the lead after the call settles. A call that rings without an answer is logged without asking you to fill in a wrap-up. A failed attempt that never placed a call doesn’t count as contacting the driver. Your matching Vocal calls and texts can update leads even when you work from Keypad or Inbox. This depends on the number, assignment, and conversation access. It doesn’t import calls made outside Vocal or give you access to a teammate’s private conversations. An unanswered attempt can complete a due call step. Follow-ups counts progress through the plan, so it doesn’t increase for every dial. See Callbacks and plans.

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Wrap up a connected call

After a connected CRM call, the lead panel shows Call ended · Save to continue with these fields: For example: the driver is interested, needs to check their notice period, and asked you to call Friday afternoon. Save the status, the relevant note, and Friday’s callback together. Click Save and continue or press Enter. Pressing Escape or closing the wrap-up with the ✕ leaves your edits unsaved; it doesn’t remove the call activity already recorded. Call again and Text are at the top of the wrap-up if you need them. If saving fails, the wrap-up stays open. Keep the draft and follow the error message instead of refreshing away your notes.

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It was voicemail, not a conversation

A voicemail system can answer a call. If you didn’t actually speak to the driver, choose Left voicemail in the wrap-up. That correction lets the follow-up plan continue instead of treating the call as a conversation that stopped the plan.

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Why is there no next step after we talked?

A real conversation stops the plan. If you need to call again, set a date in Next follow-up, or deliberately use Restart plan. Changing the status alone isn’t the same as scheduling a callback.

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Can I change something later?

Open the lead to edit its status, note, or next follow-up. The wrap-up itself is a temporary review after the call; don’t rely on it as a permanent draft. If an older call was recorded incorrectly and you can no longer correct it in wrap-up, send support the call date and time. You can move to another screen during a call; the call continues in the call widget. Return to CRM to finish the review. For a disabled call button or missing activity, see CRM troubleshooting.