Perform a Phone Call Touchpoint

Make phone calls by integrating Conquer Cadence with Conquer Voice and automatically complete phone call touchpoints.

Performing phone call touchpoints can be done in a few different locations.

From the Record page

From the Record page in Salesforce, click on any phone number where the record’s phone number is listed. This will automatically place the call in Conquer Voice using Click2Dial.

From Cadence Utilities

Note: Clicking on the number from the Record page is the recommended best practice.  The Perform Touchpoint option from the Actions Dropdown in Cadence Utilities and Cadence Actions is not currently working at this time, but it is coming soon.

In the Cadence Utilities panel, expand the phone call touchpoint that you want to work on. Click on the phone number associated with the record. This will automatically place the call in Conquer Voice.

From Cadence Actions

In the Cadence Actions component, navigate to the phone call touchpoint you want to work on. Click on the phone number associated with the record. This will automatically place the call in Conquer Voice.

Multiple phone fields

If your org utilizes multiple phone fields, then you can see an arrow after the phone number in Cadence Actions and Cadence Utilities. Clicking on it will show other available phone numbers to dial. 

Considerations

Note: If you have a record that is enrolled in multiple cadences with active phone call touchpoints in each cadence, placing the call will automatically advance each phone call step in all cadences that contain an active phone call touchpoint.

Note: If you currently do not have Conquer Voice open, clicking on the phone number from the record page, Cadence Actions, or Cadence Utilities will not automatically open the dialer. Click on Conquer Voice to open the dialer, then you will see the call being placed.

Note: If your Conquer Voice Dispositions are not properly mapped to Cadence Touchpoint Outcomes, your phone call touchpoints will not automatically advance in the cadence. See Mapping Cadence Touchpoint Outcomes to Conquer Voice Dispositions for more information.

Note: If your org has been configured respectively, it's possible that some or all phone call touchpoints that have the DNC marker, will be automatically skipped.