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Making calls from the Vymo app


Anindita Basu    Evangeline Philip    Feedback

You can make calls to leads or partners directly from Vymo rather than using your phone directory. By doing so, you can track (and automatically log) your activities with leads and partners.

To make a call, you go to the details page for that lead or partner, and tap the call icon . If they have many numbers, choose one. When the call is complete, you're prompted to rate the outcome. Based on your choice, suggestions for what you can do next is also displayed. If you don't select either option, you see a Calls Pending banner at the top of the screen. This banner is a reminder for you to complete the action so that the next activity is suggested.

The call is logged automatically in the lead history, even if you're offline. The information is synced when your device reconnects to the internet.

The following table shows how this feature works across different operating systems.

Calls Android 8 and earlier Android 9 and later iOS Vymo app on mobile device management (MDM) system
Outgoing calls from dialer Call detected in Vymo but the call duration isn't. Duration includes the time taken for the receiver to pick the call as well. Call reception is unknown. Not detected Not detected Not detected Detected
Outgoing call from Vymo Call detected but call duration isn't. Call reception is unknown. Call detected but call duration isn't known. Call reception is unknown. Call detected but call duration isn't known. Call reception is unknown. Detected
Incoming call Call detected. Call duration is also detected Not detected Not detected Detected
Missed call Detected Not detected Not detected Detected

Enabling call handling for a company

  1. Log in to the Vymo web app.
  2. Click Customize > Global Settings > JSON Configurations.
  3. Locate the features object and, towards the upper-right corner of the screen, select Collapse Level:3.
  4. Find the array for call_handling, and set the disabled flag to false, like its shown in the following code snippet. (For an explanation of the other parameters too, see The call_handling object.)
  5. If you want to make it mandatory to update the lead or partner state after every call, set the stateUpdateMandatory flag to true.
{
  "type": "call_handling",
  "disabled": false,
  "order": null,
  "code": "call_handling",
  "name": "Call Handling",
  "maxPendingIntervalMillis": 30000,
  "callDisposition": null,
  "enableClickToCall": true,
  "outcomeEnabled": true,
  "businessMeet": true,
  "enableTwilio": false,
  "twilio": null,
  "detectCall": false,
  "minimumCallDuration": 0,
  "stateUpdateMandatory": false
}

Configuring call handling at the module level

You can specify that calls of only specific modules be made from the Vymo app. Make sure that call handling is enabled for your company before configuring it at the module level.

  1. Log in to the Vymo web app.
  2. Click Customize > Module Settings. Click the pencil icon for the module where the calls are to be enabled.
  3. Click Task Configuration and locate the Outgoing Call and Incoming Call activity. You can disable calls specifically in the module level through this option.
  4. Click Save. You see a message that the changes are now saved as a draft.
  5. In the message box, click Go To Release Management so that you can move the changes permanently to the live configuration.
  6. Click Create a UAT release. Specify the release details and make sure to enter your own email ID because that's where you receive a one-time password (OTP) to continue with the process. Click Proceed.
  7. Enter the OTP you received in the email, and click Submit. Wait for a while till you see a confirmation message saying the process is complete.
  8. To see the changes, log out and log in again.

call settings

Configuring good and bad states after a call

After a call to a lead is complete, you're prompted to rate the call as Good (positive response) or Bad (neutral or no response). These states are configured using the following steps:

  1. Log in to the Vymo web app.
  2. Click Customize > Module Settings. Click on the pencil icon for the lead module you want to configure good and bad states.
  3. Click JSON View and locate the workflow object. Towards the upper-right corner of the screen, select Collapse Level:3.
  4. Click the transitions array and make your changes under engagementOutcomes.
  5. Click Save. You see a message that the changes are now saved as a draft.
  6. In the message box, click Go To Release Management so that you can move the changes permanently to the live configuration.
  7. Click Create a UAT release. Specify the release details and make sure to enter your own email ID because that's where you receive a one-time password (OTP) to continue with the process. Click Proceed.
  8. Enter the OTP you received in the email, and click Submit. Wait for a while till you see a confirmation message saying the process is complete.
  9. To see the changes, log out and log in again.

Specifying custom fields for call outcomes

After a call is complete, you are prompted to rate the call or state the purpose of the call. You can add fields or edit fields on this call outcome screen. Use the following steps to specify fields for call outcome screens:

  1. Log in to the web app, and click the gear icon in the upper-right corner of the screen.
  2. Click the module for which you want to add fields for call outcomes.
  3. Click Activity Management and go to Incoming Call or Outgoing Call activities. You can add fields for one or both the activities based on your company's preference.
  4. Go to Actions and Fields, and click Manage Fields.
  5. Under the Edit section, add more fields or edit current fields.
  6. When done, click Save near the top right. Then, release the changes.

Visual guides

The following graphics show different states after calling leads and partners.

Android

Calling leads

Good and bad states

good call response

neutral call response

Use the Remind option to set a reminder to call someone after 15 minutes or an hour. Or, choose the time for the reminder by tapping Custom.

neutral call response

At any point, you can update the status of your lead.

neutral call response

Calling partners

After a call to a partner is complete, enter the purpose of your call.

neutral call response

iOS

Calling leads

If you rate a call as Good (positive response), you're prompted to schedule a meeting.

iOS good call

If you rate a call as Bad (neutral or no response), you're prompted with the following suggestions.

If the response is neutral:

iOS neutral call

If the call wasn't received:

call not received

Calling partners

Calling partners:

partner call options

If the partner didn't respond:

partner no response

See also


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