The Cloud Calls is a feature in Reply that allows you to make calls to your contacts directly in the platform.
Cloud Calls allows you to:
Call your contacts directly from Reply.
Record calls and save them in the contact's activity.
Log a call resolution.
š”Note that to make calls, you must have the Cloud Calls feature enabled and at least $10 in your wallet. Learn how to enable it in this article.
Once the Cloud Calls feature is enabled, you can rent a number to make the calls. Check this article to learn how.
In Reply, you can make calls:
directly from the contact sidebar on the People page or from the People tab within a sequence. Just click the contact you want to call (the contact must have a valid phone number added) and then click the Call button.
directly from the Reply Chrome Extension. Check this article to learn how.
by clicking the Call button in the bottom-left corner, you can open the dialer and type in the number.
During the call, you can take notes directly in the call widget. Your notes will be automatically saved to the contact activity. You can also mute your mic during the call if needed.
After the call, a window will appear where you can set the call resolution, add call notes, and choose how to proceed with logging the call.
In Team Edition, if a contact is in two or more sequences at the same time, you can choose which sequence to log a call in.
Select Call resolution - you can select one of the default call resolutions, or if you need a custom resolution, you can create one, and it will appear among these options. Check this article to learn how to create a custom call resolution.
Add call Notes. Then you can enable the Finish toggle if you want to finish this contact in the sequence.
Log the call. If you select Log & Complete, the contact you called will move to the next step in the sequence. If you select Log Only, the contact will stay on the same Call step.
In some cases (for example, an internet connection failure), you might not be able to set a call resolution. The system will send a notification to the Notification Center, allowing you to reopen the Call Log, add notes, and submit the call resolution.
The People page in the Reply and the People tab within a sequence has the Calls quick filter that shows the list of contacts who are waiting for a call.
In addition, you can use Smart filters to find the contacts by call resolution, Called, or To call status. Check this article to learn how.
Additional Information
Supported countries for voice and SMS numbers are listed here.
Custom Caller ID allows your real phone number to appear to contacts in the US when making a call. Learn how to set it up in this article.
For phone number formats, see instructions on the E.164 Standard article.
Check the Cloud Calls network requirements listed in this article.
For more details on Cloud Calls, see the Calls collection.