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Campaign Dialer

Run live dial sessions with Redial, on-call voicemail dispositions, AI review, Double Dial timelines, and company-aware voicemail analysis.

Overview

The campaign dialer is where SDRs run live calling sessions against enrolled contacts. SalesHive enforces calling hours on every dial: by default, 8:30 AM to 5:30 PM in the prospect's local time zone, with a fleet-wide hard stop at 5:30 PM Pacific. Approved campaigns can enable an earlier 8:00 AM local start via Allow early dial in campaign settings. Single Dial respects the campaign Call Timeout (10 to 120 seconds, default 30) for how long a line rings before auto no-answer. Configure your lines, phone types, and time zones on the setup screen, then work contacts one at a time (Single Dial) or two at a time (Double Dial) with the script, transcript, notes, email composer, and disposition tools. The Call Script tab shows each section title and what to say (plus optional strategist notes). Merge tags {SDRName} and {SenderName} auto-fill from your first name on your SalesHive profile (the logged-in user), not from the mailbox display name under Calling as. Calling as shows the outbound email address with the mailbox display name as a separate sublabel. When a prospect connects, the Call Script tab stays in front so you can read your lines. Prospect-side captions still start right away (including during Double Dial human check, before you click Human). Open the Transcript tab anytime for verbatim captions. While transcription is running and you are on Script, a Live pill appears on the Transcript tab and a clickable Live transcription bar appears under the Dialer header in the right panel. When recording disclosure is required, Single Dial shows a Line Answered screen (Live Answer vs Voicemail) before the TTS plays; Double Dial still waits for real prospect speech after you click Human (not IVR or voicemail bots) before playing disclosure. AI auto-highlights the active script section from the live transcript; internal timing hints are not shown to reps. During a live conversation, click the green End Call button when you are ready to log (or review opens automatically if the prospect hangs up). After most live calls, AI suggests a disposition with a confidence level and a short call summary in the right sidebar review panel (not on the Transcript tab). You confirm or change it before the call logs. When confidence is Low, the disposition dropdown starts blank and Confirm stays disabled until you choose one. Not Right Person is a separate call-only outcome when someone explicitly confirms the contact record is the wrong individual (not just a bad phone line). Wrong Number marks a bad line or voicemail naming someone else. Not Decision Maker is when the person is the right contact but not the buyer. AI is conservative on Wrong Number and Not Right Person: screening bots and short calls usually map to Did Not Answer or Unresponsive, real back-and-forth conversations map to Asked for Info or Unresponsive unless the prospect explicitly said wrong number, and an amber caution appears if AI still suggests Wrong Number during review. On both Single Dial and Double Dial, low-risk queue-advance paths (Did Not Answer, Invalid Number, Voicemail, Busy Signal when moving to the next number or next contact, including ring timeout and SSE no-answer auto-advance) log immediately and dial next without a Review Call Result stop. End Call and AI-analyzed live calls still pause on Review Call Result or Meeting Booked until you Confirm. When you confirm a review, SalesHive auto-logs a timestamped call note on the contact (not during AI analysis). Post-call email cadence only fires on those fast one-click dispositions, not when you manually confirm Review Call Result. The recycle window (default 14 days) uses campaign call logs so recently dialed prospects drop out of the queue when you advance to the next contact, but not while you are still trying another number on the same person (including after no answer, invalid number, or AI wrong-number dispositions). Pre-written disposition follow-up email templates (configured on the campaign Email Cadence tab) auto-fill the review email when a matching disposition is logged, with a scrollable HTML preview in Review Call Result. When you click Confirm on Review Call Result, SalesHive auto-sends any drafted Auto-tab follow-up (template or AI draft) to the prospect before advancing. Use Send Email on the Email tab to send early, or edit first. Meeting Booked does not auto-send prospect follow-ups on Confirm. Session summary Emails Sent uses server-logged outreach emails for the dial session. SDRs see one Did Not Answer label for connect failures (ring-no-answer, gatekeeper blocks, and answering-machine greetings). AI stores connectSubtype on each call log so manager reports can still separate voicemail/machine from pure no-answer. During active dials, a traffic-light connection quality dot in the top stats bar gives a quick green/yellow/red signal with hover labels for latency, choppy audio, or missing prospect audio. Pause is available during live calls (it pauses the auto-dial queue, not the active leg). On Double Dial, Hang Up Line opens Review Call Result when both lines are finished (Machine / Voicemail remains the fast Did Not Answer path on greetings). Clickable Line A and Line B cards in the right sidebar let you preview either prospect without hanging up. During each Double Dial pair, a collapsible What happened? timeline in the right sidebar logs line events, your Human/Machine and disposition choices, and AI analysis for the live pair (the sidebar log resets when the next pair dials). When the pair wraps or you end the session, that same timeline saves to both Line A and Line B call logs and replays on the contact Activity tab for post-session coaching review. When both lines fail without a live conversation, a Both Lines Ended panel shows each line outcome (No answer, Busy, and so on) with a ~4.2 second countdown before auto-advance unless you clicked Pause. When both lines answer at once, a gold banner and line-card pills show which line is active and which was dropped. A session collision guard prevents re-dialing the same contacts or company too soon and skips ahead in the queue when needed. Occasional Skip Pair reason prompts coach reps on heavy skip patterns without slowing normal throughput. Before AI analyzes a call, the dialer waits for live transcription to settle (a short pause, longer on Double Dial) so the last prospect words are not missed. After a gatekeeper transfer, AI maps live prospect conversation to Asked for Info or similar outcomes instead of Did Not Answer, and it no longer claims no prospect speech when transcription was still catching up. Redial replays the last number dialed for the current contact after a dropped or accidental hang-up. During an active On Call conversation, fast No Answer and Invalid Number dispositions appear so you can log voicemail without waiting for End Call review. Double Dial mode appears only when your account is enabled for double dialing.

How to use this page

1
Open the dialer from a campaign
From a campaign page, open the Dialer tab or link. The setup screen shows calling hours policy, dial mode (Single or Double), phone type and time zone filters, and how many contacts match your filters after recycle rules. You must be within allowed calling hours to start a session.
2
Configure disposition follow-up email templates
On the campaign page, open the Email Cadence tab and scroll to Disposition Follow-up Emails. Enable a disposition (Asked for Info, Interested, objection types, Out of Office, Unresponsive, and more), then Edit to set an optional dropdown label, subject, and HTML body. Use merge tags like {FirstName}, {Company}, {Title}, {SenderName}, {SenderTitle}, and {DealName}. Click Save disposition emails. These templates apply to live-call follow-ups in the dialer, not first-touch no-answer cadence.
3
Configure the session
Pick Single Dial or Double Dial, your outbound lines, which phone types to dial, and time zone filters. Review the calling hours banner at the top and the contact count (for example, 7 of 7 contacts will be dialed). Contacts inside the campaign recycle window are excluded automatically, including when you manually pick contacts. Click Start Single Dial Session or Start Double Dial Session when ready. DNC compliance runs automatically unless disabled for the campaign.
4
Scan prospect insights in the contact panel
The left contact panel leads with who you are calling. Below the name, title, and company, an at-a-glance strip summarizes title, company, industry, location, company size, and management level in one line (when data exists). Company Intel sits directly under that strip (stacked with a clear gap, not overlapping) and above the phone list, with AI-generated industry and talking points. Tap the refresh icon to generate or regenerate stats. Role, Location, and Company field groups stay collapsed when empty. Click Show all fields to expand every editable field, or Hide empty fields to collapse them again.
5
Follow the call script during live calls
Open the Call Script tab in the center panel (it stays the default tab when a prospect connects). Each section shows a colored title (gold for flow, red for objections, blue for prospect questions) and the spoken lines with merge tags filled in for the current prospect ({FirstName}, {Company}, {Title}, {SDRName}, and {SenderName}). {SDRName} and {SenderName} use your profile first name (the logged-in SDR), not the mailbox display name under Calling as. Optional strategist notes appear below the spoken text when configured. The active section highlights as AI listens to the conversation. While live transcription is on, look for the Live transcription bar under the Dialer header in the right panel (or the gold Live pill on the Transcript tab) when you want captions. You only see what to say on the call; internal when-to-use metadata stays behind the scenes for the script tracker.
6
Read the live transcript during calls
Turn on Transcription in the dialer header (on by default). When a prospect connects, the dialer keeps you on the Call Script tab instead of auto-switching. Click Transcript anytime to read live captions (during post-call review the Transcript tab shows captions only; disposition review stays in the right sidebar), or click the Live transcription bar under the Dialer header in the right panel (pulsing gold dot, Transcript pill) to open captions in one click. While transcription is capturing and you are still on Script, the Transcript tab shows a gold Live pill so you know captions are running. Prospect speech appears during Single Dial active calls and during Double Dial human check and on-call phases, before you click Human. After you click Human on a double-dial line, prospect transcription restarts for clean post-switch audio. The Call Script tab still auto-highlights the active section from the same transcript. If captions are off, the Transcript tab shows a prompt to turn Transcription on.
7
Watch the connection quality dot during calls
While a dial is connecting, ringing, or live, look for the traffic-light dot in the top stats bar (between Pause and the On Call badge). Green means the connection is healthy. Yellow means one quality issue (hover for the label, such as High latency or Choppy audio). Red means a severe problem or multiple issues, and the dot pulses. If you see No prospect audio, wait a few seconds after IVR or screening before troubleshooting. The indicator hides during post-call AI analysis.
8
Work each contact (Single Dial)
The center panel also holds the live transcript (open the Transcript tab when you want captions), notes, website preview, activity, email composer, and meeting instructions. The right column is the dialer: click Start Call to dial the selected number. You hear client-side ringback while Single Dial is connecting or ringing. While ringing, the dialer polls Twilio every two seconds so a real IVR or auto-attendant pickup can promote to On Call without waiting for the ring timer. When the line answers and recording disclosure is required, a Line Answered panel asks Live person or voicemail? with Live Answer, Voicemail, and End Call. Choose Live Answer for a real person (disclosure plays, then the green End Call button appears). Choose Voicemail for a greeting (logs Voicemail and advances). While On Call after Live Answer, click End Call when you are ready to hang up and log the result. Review Call Result opens right away so you can confirm disposition while AI analysis runs. If the prospect hangs up first, review opens automatically. Use No Answer for rings with no pickup. If nobody answers before the campaign Call Timeout elapses (set on the campaign Settings tab, default 30 seconds), the dialer logs Did Not Answer and auto-dials the next number or advances to the next contact without opening Review Call Result. Click Invalid Number when the carrier says the line is disconnected; Single Dial logs immediately and tries the next number or contact, same as Double Dial. AI analysis can suggest Wrong Number or Wrong Phone Number on live calls. In Review Call Result (End Call and AI paths only), the Did not connect group lists Did Not Answer, Busy Signal, Voicemail, and Wrong Number.
9
Try another number on the same prospect
When a prospect has more than one phone type in your filters (for example, Mobile then Direct), several outcomes try the next number before advancing: no answer, voicemail, busy, invalid number, and AI-detected wrong number or wrong phone number. No Answer shows two choices: No Answer, Call Direct (or the next phone label) and No Answer, Next Contact. Both Single Dial and Double Dial log immediately and auto-dial the next number on the same contact card when you choose Call Direct. Invalid Number, AI wrong-number, and Not Right Person dispositions follow the same pattern when another callable number exists. The recycle window does not remove the prospect from your queue until you move on to the next contact.
10
Confirm AI disposition suggestions after live calls
After End Call or any path that opens Review Call Result, look at the right sidebar (not the Transcript tab). The review panel leads with the AI call summary, then the disposition controls. High or Medium confidence shows a confidence pill and pre-selects the dropdown. Low confidence shows a choose-disposition prompt, leaves the dropdown on Choose disposition…, and keeps Confirm disabled until you pick an outcome. When AI suggests Wrong Number, Wrong Phone Number, or Not Right Person, the amber caution banner still appears with outcome-specific guidance. Change the dropdown if needed; You changed this appears when your pick differs from the AI suggestion. Click AI got this wrong when the AI missed. Low-risk queue-advance paths (no answer, invalid number, ring timeout, SSE auto-advance on both Single Dial and Double Dial) skip this panel and log immediately.
11
Review auto-logged call notes
SalesHive appends a timestamped note on the contact when a call logs (for example, Call: 06/17/2026 04:10 pm, Did Not Answer). That happens immediately on low-risk queue-advance paths and when you click Confirm on Review Call Result or Meeting Booked. Open the Notes tab in the center panel to see it. Notes refresh each time you open the tab. If you change the disposition before confirming on a review path, the pending note updates to match.
12
Work a Double Dial pair
Double Dial rings two contacts at once (Line A and Line B). The first pair in a session uses Twilio conference wait music while both lines ring. On every later pair in the same session, you hear client-side ringback instead. While both lines are ringing, the sidebar shows Waiting for answer with Skip Pair and End Dial Session. Above the action buttons, the What happened? panel lists each step of the pair in order (pair start, line dialing/ringing/connected, your choices, AI analysis, and auto-advance). Click the header to collapse it if you need more room. When the pair wraps or you end the session, that timeline saves to both call logs and replays on the Activity tab. Click Skip Pair to log both lines as Skipped and immediately dial the next pair. The first skip in a session needs no extra step. Later skips may open a quick reason check (every third skip), and heavy skip patterns require a reason before the next pair dials. When a line connects, the Human or Machine / Voicemail check appears and live prospect captions start right away (open the Transcript tab to read them; Script stays in front by default). Choose Human for a live conversation, or Machine / Voicemail when you hear a greeting (logs as Did Not Answer immediately). Hang Up Line drops the active leg: if the other line is still ringing or connected, you continue on that line; when both lines are finished, Hang Up Line opens Review Call Result instead of auto-advancing the pair. On a live conversation after Human, click End Call when you are ready to log. If one line ends first, the contact card and line cards auto-focus on the line still ringing or connected. When both lines end without a live conversation, a Both Lines Ended panel lists each line outcome (for example No answer or Busy), shows Review what happened below. Next pair in Xs with a live countdown (~4.2 seconds total), then auto-advances (click Continue Dialing Now to skip the wait, or Pause first to hold the queue). When both lines answer at nearly the same time, a gold banner names the active line and the dropped line, and each line card shows an Active line or Dropped pill so you know which leg you are working. Dispositions always log against the connected line's contact, even if you are viewing the other card. After you click End Call (or the prospect hangs up and review auto-opens), complete Review Call Result or Meeting Booked wrap-up before the next pair dials. Double Dial appears in setup only when your user account is enabled for double dialing; otherwise Single Dial is the only mode.
13
Answer occasional Skip Pair reason checks
Double Dial only, while Waiting for answer. Your first Skip Pair in the session advances instantly. On every third skip after that, a modal titled Quick check — why skip this pair? lists six quick reasons (bad numbers, already contacted, bad fit, technical issue, quick break, or Other with a required note). Click Skip without reason to advance without logging a reason, or pick a reason and click Continue. If you skip pairs often in one session, the title changes to Why are you skipping pairs often?, a note warns your manager may review the pattern, a reason is required, and Skip without reason is hidden. The What happened? timeline shows You skipped this pair — [reason] when you pick one.
14
Read the What happened? pair timeline
Double Dial only. During an active pair (dialing through call review), look for the What happened? panel in the right sidebar above the action buttons. It opens expanded on each new pair and lists timestamped events: which contacts are on Line A and Line B, collision skip notes, each line dialing/ringing/connected/ended status, your Human, Machine, Hang Up Line, or disposition choices, Call ended — opening review, AI analyzing call, AI disposition suggestion (or a prompt when confidence is Low), your confirmed disposition, Skip Pair, both lines failed, and auto-advance to the next pair. Your actions appear in standard text; AI lines use the AI accent color. Click the What happened? header to collapse or expand the list. The sidebar log is live-only for the current pair and clears when the next pair dials. When the pair wraps or you end the session, SalesHive saves the same timeline to both Line A and Line B call logs.
15
Review a saved pair timeline on the Activity tab
After a Double Dial pair finishes or you end the session, open the Activity tab in the center panel for either contact in that pair. Scroll to the call row for that pair. The first call in the pair shows a collapsed What happened? panel with the saved event list from your session. Click the header to expand it and walk through line events, your choices, and AI analysis for coaching review. Both line call logs store the timeline, but Activity deduplicates it so you only see one panel per pair.
16
Switch between Line A and Line B
During an active double-dial pair, use the Line A and Line B tabs at the top of the dialer or the clickable line cards in the right sidebar. Each card shows the prospect name, phone, human-readable line status (dialing, ringing, connected, No answer, Dropped, and so on), Active line or Dropped pills when both lines answered, and contact status. Click a card or tab to preview that prospect's contact panel, script, and notes. Switching is view-only: it does not hang up either live leg. The highlighted card shows which contact you are viewing; the action line (where dispositions apply) follows the connected or screening line automatically.
17
Use the dial pad for IVR and extensions
The dial pad is pinned in a fixed footer at the bottom of the right column. Click Dial Pad to expand it or Hide Dial Pad to collapse it. Keys send DTMF tones to the prospect line (IVR menus, extensions, dial-by-name). The call stays connected while tones play and the prospect leg rejoins the conference. While a call is ringing or connected, you can also press 0-9, *, and # on your physical keyboard (ignored when focus is in a text field). Each digit you click or type briefly flashes gold on the matching pad button so you can see which tone was sent. The pad enables once dialing starts. On Double Dial during the initial ring-wait, the pad stays collapsed by default so Skip Pair and End Dial Session stay visible.
18
Understand skip banners during auto-dial
When auto-dial tries to call the next contact but every number is blocked, a green flash banner appears at the top naming the contact and the reason: outside calling hours, DNC blocked, no numbers matching your filters, or the Pacific fleet cutoff. The dialer then advances to the next callable contact. On Double Dial, a similar flash may say Skipped N pair(s) on collision cooldown when the queue skips pairs that would re-dial the same contacts or company too soon.
19
Wait for the recording disclosure banner
When the campaign requires a recording disclosure, Single Dial shows Line Answered first: click Live Answer before the TTS plays (Voicemail skips disclosure and logs as Voicemail). After Live Answer, a fixed gold banner appears: Recording disclosure playing, wait before your opener. On Double Dial, disclosure still starts only after you click Human and live transcription hears real prospect speech (not IVR, voicemail greetings, or screening bots). Do not start your pitch until the banner clears (~9 seconds Single Dial, ~7 seconds Double Dial). Machine / Voicemail on Double Dial does not trigger the disclosure.
20
Review non-meeting calls and send optional email
After you click End Call on Single Dial (or review auto-opens when the prospect hangs up), Review Call Result appears with the subtitle Review the call summary, confirm or change the disposition, review follow-up email if shown, then continue. Pick a disposition if Low confidence left the dropdown blank, then Confirm or change the disposition (Did not connect options include Did Not Answer, Busy Signal, Voicemail, Wrong Number, and Not Right Person when someone confirmed the contact is wrong). When a disposition follow-up template is enabled for that disposition, the review panel shows a full-width Follow-up email block with a template dropdown, merged subject, and a scrollable HTML body preview (formatted paragraphs, up to about 220px tall). Click Review follow-up email to open the Email tab with the same merged subject and full HTML body loaded in the composer (editable). Use Draft follow-up email when no template exists. On the Email tab, a banner reads Review the follow-up below. It sends automatically when you confirm and dial next (edit first if needed), or use Send Email now. Click Confirm to log the call and auto-send the drafted follow-up in one step. Hand-off emails to the meeting owner always require Send Hand-off. Email is never required to continue dialing. Low-risk no-answer and invalid-number paths skip this panel and advance automatically.
21
Complete the Meeting Booked wrap-up
When AI sets disposition to Meeting Set, the right panel shows Meeting Booked instead of Review Call Result. The same right-sidebar review panel appears with call summary, confidence pill when applicable, and disposition dropdown. A checklist suggests meeting date and time, meeting owner, call notes, and hand-off email, but none are required. Add details on the disposition card when you have them, or use the Notes and Email tab links in the checklist. Click Confirm & Dial Next Contact (or Confirm & Continue) as soon as analysis finishes to log the call and keep dialing.
22
Schedule follow-ups and meetings on weekdays only
Follow-Up, Set Date, and Meeting date/time fields use a custom calendar. Saturday and Sunday are grayed out and cannot be selected.
23
Pause and resume auto-dialing
Click Pause (or press P) to stop auto-dialing between contacts and freeze the session clock. Pause stays visible during live calls (it pauses the queue, not the active leg). It hides only while AI is analyzing a call. Click Resume to continue. If you Pause before a both-failed auto-advance finishes, the next pair waits until you Resume.
24
End the session
Click End Dial Session when you are done. If a call is still in progress, confirm the prompt (the session logs it as Did Not Answer and resets double-dial state). A summary modal shows dials, connections, meetings, emails sent (from outreach email logs for this session), and disposition breakdown. Answering-machine hits fold into Did Not Answer. Operator Skip Pair hits show as Skipped and are excluded from the dial count.

What the buttons do

Calling as: During a session, shows the selected outbound email address for Line A (and Line B on Double Dial). When the mailbox has a display alias, a Mailbox: sublabel shows that alias. This is what recipients see on email and caller ID metadata. It is separate from {SDRName} and {SenderName} in the call script, which use your profile first name.
Live transcription bar: Compact clickable strip under the Dialer header in the right panel while live transcription is capturing. Shows a pulsing gold dot, Live transcription label, and Transcript pill. Click anywhere on the bar to open the Transcript tab without leaving your place on Script.
Call Script tab: Default center tab when a prospect connects. Shows section titles, spoken lines with merge tags (including {SDRName} and {SenderName} from your profile first name), and optional strategist notes. AI highlights the active section from the live transcript.
Transcript tab: Live captions for the prospect leg (open manually; the dialer does not auto-switch away from Script on connect). Shows a gold Live pill on the tab while transcription is capturing and you are viewing Script. During post-call review, shows transcript text only (disposition review is in the right sidebar, not duplicated here).
Line A / Line B tabs: Double Dial only. Colored status dots show each line (dialing, ringing, connected, ended). Click a tab to switch the contact card and center panel without hanging up either leg.
Line A / Line B cards: Double Dial only. Clickable cards in the right sidebar during an active pair. Each card shows prospect name, phone, human-readable status (No answer, Dropped, Connected, and so on), contact status, and when both lines answered, Active line or Dropped, Line X active pills. Click to preview that line contact panel without hanging up. Dispositions always apply to the connected or screening action line.
Skip Pair: Double Dial only, shown while Waiting for answer. Logs both lines as Skipped (operator skip, not Did Not Answer), hangs up prospect legs, and immediately dials the next pair. Skipped pairs do not count toward session dial totals or manager low-dials metrics. The first skip per session is frictionless. Every third skip opens an optional reason modal; heavy skip patterns require a reason and flag the session for manager review on SDR Managers.
Continue Dialing Now: Shown on Both Lines Ended when neither prospect became a live conversation. The panel lists each line outcome and counts down ~4.2 seconds before auto-advance. Click to log both lines and dial the next pair immediately. Pause before the timer finishes to hold the queue.
Human: Double Dial only during human check when a line answers. Confirms a live prospect, drops the other line, and enables the recording disclosure flow when required (the TTS waits for real prospect speech after you click Human, not during the screening step itself).
Hang Up Line: Double Dial during human check or while a line is ringing or connected before Human. Drops that prospect leg. If the other line is still active, the session continues on that line. When both lines are finished, opens Review Call Result (with AI disposition analysis) instead of auto-advancing to the next pair. Use Machine / Voicemail for a one-click Did Not Answer on a greeting. After Human on a live conversation, use End Call.
Machine / Voicemail: Double Dial only during the Human check when a line answers. Logs the line as Did Not Answer. AI stores an answering-machine connectSubtype so managers can count it in Voicemail/Machine reports. Does not trigger the recording disclosure.
End Dial Session: Closes the session and shows a summary. During an active call (including Single Dial Line Answered screening), confirms first and logs the call as no answer. Resets double-dial state so you are never stuck on the same pair.
No Answer, Call Direct (or next phone label): Shown when the prospect has another callable number in your filters. On both Single Dial and Double Dial, logs no answer on the current line immediately, keeps you on the same contact, and auto-dials the next number. Does not apply the recycle window stamp until you advance to the next contact.
No Answer, Next Contact: Logs no answer and advances to the next prospect in the queue. Applies the recycle window stamp so the contact drops out until the window expires or you use Called Today.
Notes tab: Center panel tab showing the contact note thread. Auto-logged call notes appear here after a call logs (immediate on queue-advance paths, or after Confirm on review). Refreshes when you open the tab.
Activity tab: Center panel tab with the contact call and email history. After Double Dial pairs, the first call row for each pair can show a collapsed What happened? panel with the saved pair timeline from that session for coaching review.
Dial Pad / Hide Dial Pad: Toggle in the fixed footer at the bottom of the right column. Sends DTMF to the prospect PSTN leg for IVR and extensions without dropping the live session. Physical keyboard 0-9, *, and # also work during ringing or connected calls; each digit briefly flashes gold on the matching pad key. Stays collapsed during double-dial ring-wait so Skip Pair stays visible.
End Call: Green button shown while On Call during a live conversation after you clicked Live Answer on Single Dial, or on Double Dial after Human. Hangs up the prospect leg, opens Review Call Result, and runs AI analysis. If the prospect hangs up first on a live call, review opens automatically without an extra click. Not shown during Single Dial Line Answered screening (use Live Answer or Voicemail there).
Live Answer (Line Answered): Single Dial only, shown when the line answers and recording disclosure is required. Confirms a live person picked up, plays the recording disclosure TTS, and moves to On Call with the green End Call button. Prospect transcription starts during screening so you can read captions before you click.
Voicemail (Line Answered): Single Dial only on the Line Answered screening panel. Use when you hear a voicemail greeting instead of a live person. Ends the call, logs Voicemail, and advances to the next number on the contact or the next contact in the queue. Does not play the recording disclosure.
Review Call Result: Shown on Call Ended when the line dropped but review has not opened yet (for example, a network hang-up before you clicked End Call). Opens the disposition review panel and starts AI analysis.
No Answer: Log a ring with no pickup as Did Not Answer. On both Single Dial and Double Dial, queue-advance paths (including ring timeout and SSE auto no-answer) log immediately and dial next without Review Call Result.
AI suggestion panel: Right sidebar only during Review Call Result and Meeting Booked. Call summary at top. High/Medium confidence: confidence pill, pre-selected disposition dropdown, amber Wrong Number caution when applicable, AI got this wrong feedback. Low confidence: choose-disposition prompt, blank dropdown until you pick, Confirm disabled until then. Suggested disposition reviews (single-dial no-answer/invalid): pre-filled dropdown, no confidence pill. You changed this pill when your pick differs from the AI suggestion.
AI got this wrong: In the AI suggestion panel after a live-call review. Records that the AI disposition missed so managers can track accuracy. Hidden on fast operator dispositions you chose before review. Changes to Feedback recorded after click.
Confirm on Review Call Result: Logs the call with your confirmed disposition, writes the auto note on the contact, auto-sends any drafted Auto-tab follow-up (disposition template or AI draft) to the prospect before advancing, and moves to the next contact or number. Meeting Booked does not auto-send prospect follow-ups on Confirm. Disabled until a disposition is selected (Low confidence starts blank). Sends post-call email cadence on low-risk queue-advance paths when configured; End Call confirms do not trigger cadence.
Call Timeout (campaign Settings): Seconds Single Dial rings before auto no-answer (10 to 120, default 30). Editable on the campaign Settings tab by users with access. The dialer honors this value exactly; client ringback audio does not extend or cancel the timer.
Not Right Person: Call disposition when a live human explicitly confirmed this contact record is the wrong individual (not just a bad phone line). Distinct from Wrong Number (bad line) and Not Decision Maker (right contact, wrong role). When another callable number exists on the contact, the dialer tries it next before advancing the queue. Managers see NTRP counts on Dial Performance.
Invalid Number: One-click when the carrier reports the line is disconnected or not in service. Single Dial opens Review Call Result with Suggested disposition before trying the next number or contact. Double Dial logs immediately. When another number exists on the contact, the dialer tries it after you Confirm (Single) or immediately (Double).
Review follow-up email: Shown on Review Call Result when a disposition follow-up template exists. Applies the merged template, switches to the Email tab, and loads subject plus full HTML body in the composer.
Draft follow-up email: Shown when no disposition template is configured. AI drafts a follow-up from the call context.
Send Email: On the Email tab during review, sends the current Auto follow-up to the prospect immediately without confirming disposition. Use when you want the email out before advancing. Hand-off mode shows Send Hand-off and routes to the meeting owner instead of the prospect.
Follow-up email template dropdown: In Review Call Result, full-width stacked block under Follow-up email. Shows the enabled template for the current disposition with a merged subject and scrollable HTML body preview before you open the Email tab.
Recording disclosure banner: Fixed gold banner during live calls when consent TTS plays. Single Dial: appears after you click Live Answer on the Line Answered screen (not before). Double Dial: waits for real prospect speech on the live transcript after Human (filters out IVR, voicemail, and screening bots). Wait before your opener until it clears.
Supervisor joined banner: Appears when a manager joins in Guide or Join In mode (not Shadow). Names the manager and the mode so you know they are on the line.
Mute microphone (M): Mic icon in the top-right of the dialer header during active calls. Press M on your keyboard to toggle mute. Only one mute control is shown (not duplicated in the action sidebar).
Pause / Resume: Pause stops auto-dialing and freezes the session clock. Visible during live calls (pauses the queue, not the active leg). Hidden only during AI analysis. Blocks both-failed auto-advance until you Resume.
Connection quality indicator: Compact traffic-light dot in the top stats bar during active dials (single or double). Green = healthy, yellow = one quality issue, red = severe or multiple issues (pulses). Hover or use a screen reader for the tooltip (for example Connection good, High latency, Choppy audio, No prospect audio, Phone connection error). Hidden during AI analysis after the call ends.
Confirm & Dial Next Contact (Meeting Booked): Meeting Booked only. Logs the call with the confirmed disposition and advances to the next contact or number. Available as soon as AI analysis finishes; meeting date and owner are optional suggestions, not blockers.
Wrong Number / Not Right Person caution banner: Amber callout in the AI suggestion panel when AI proposes Wrong Number, Wrong Phone Number, or Not Right Person. For Wrong Number: only confirm with explicit wrong-number proof or a voicemail name mismatch on this line. For Not Right Person: only confirm when a live person explicitly said the contact record is the wrong individual. Real conversations should map to Asked for Info or Unresponsive. Gatekeepers and screening bots should usually be Did Not Answer.
What happened?: Double Dial only. Collapsible pair timeline in the right sidebar during dialing, human check, on call, both failed, and call review. Chronological log with timestamps for line events, your choices (Human, Machine, disposition confirm, Skip Pair, Continue Dialing Now), and AI analysis. Starts open each pair; click the header to collapse. Sidebar log resets when the next pair dials. The same timeline saves to both line call logs when the pair wraps or the session ends, then replays on the Activity tab (collapsed by default).
Redial {phone label}: Re-dials the last number placed for the current contact (same phone key, not whichever selector is highlighted). Shown after Call Ended and on the idle panel when a prior dial exists. Useful for accidental hang-ups or dropped calls.
No Answer / Invalid Number (On Call stack): During an active On Call conversation (no consent-screening step), fast-log voicemail or machine without End Call review: No Answer Next Number, No Answer Next Contact, or Invalid Number. Subtitle reminds you that you can dispo voicemail without waiting out the greeting.
Dial Mode (Double Dial): Toggle Single vs Double Dial in setup. Visible only when your account has double-dial access (canDoubleDial). Otherwise setup shows Single Dial only.

Common questions

What happened to the Live Answer button?

On Single Dial, when the line answers and recording disclosure is required, you first see a Line Answered panel with Live Answer and Voicemail. Click Live Answer when a real person picked up; that starts the recording disclosure flow and shows the green End Call button for the conversation. Click Voicemail when you hear a greeting (logs as Voicemail and advances). During an active live conversation after Live Answer, End Call replaces the old always-on Live Answer label. If the prospect hangs up first, review opens automatically.

Why does Single Dial ask Live person or voicemail before recording disclosure?

When the campaign requires a recording disclosure, Single Dial pauses on a Line Answered screen instead of assuming a live person. That keeps the disclosure from playing into voicemail or screening bots. Click Live Answer for a real conversation (disclosure plays, then End Call appears). Click Voicemail for a greeting (logs Voicemail and tries the next number or contact). Click End Call to hang up without opening review if you are not ready to log yet.

Why did AI wait before showing a disposition suggestion?

The dialer pauses briefly so live transcription can finish the last prospect utterance before post-call analysis runs. Double Dial waits a bit longer because two lines can still be sending captions right after you click End Call. This reduces wrong Did Not Answer or no prospect speech labels when the transcript was still updating.

How does my name appear in the call script?

{SDRName} and {SenderName} merge tags auto-fill with the first name on your SalesHive profile (the logged-in SDR). SalesHive does not use the mailbox display name under Calling as for spoken script lines. Ask an admin to update your profile name if you need a different intro on calls.

What is the difference between Calling as and the name in my script?

Calling as is the outbound mailbox: the email address you send from and the display alias configured on that account (shown as Mailbox: under the address). The call script uses your profile first name for {SDRName} and {SenderName}. SDRs often have a formal mailbox alias but introduce themselves with their everyday first name in the script.

What does the connection quality dot mean?

During an active dial (connecting, ringing, or on call), a small green, yellow, or red dot appears in the top stats bar next to Pause and the On Call badge. Hover for a plain-language label like Connection good, High latency, Choppy audio, No prospect audio, or Phone connection error. Green means healthy audio. Yellow means one issue. Red means a severe problem or multiple issues (the dot pulses). The indicator hides during post-call AI analysis. It monitors Twilio Voice SDK warnings and prospect audio so you can spot problems without opening a metrics panel.

Why does the Transcript tab show a Live pill while I am on Script?

Live transcription is running in the background while you read the script. The gold Live pill on the Transcript tab is a reminder that captions are available. Click Transcript anytime to read the conversation verbatim. While transcription is active, a compact Live transcription bar also appears under the Dialer header in the right panel; click it to jump straight to the Transcript tab.

Why is the Transcript tab empty during Double Dial human check?

The dialer keeps you on the Call Script tab when a line connects, so you need to click Transcript to see captions. Prospect transcription still starts during human check as soon as the remote audio stream is ready. If Transcription is off in the header, turn it on to see live captions. While you stay on Script, look for the gold Live pill on the Transcript tab. During human check the empty Transcript state reads Listening to the prospect… live transcript appears here as they speak.

What is Not Right Person vs Wrong Number vs Not Decision Maker?

Not Right Person (NTRP) means a live human confirmed this contact record is the wrong individual (wrong name, nobody by that name, you want someone else). Use it when the issue is contact identity, not the phone line. Wrong Number marks a bad or disconnected line, or voicemail naming a different person on this number. Not Decision Maker (objection_not_decision_maker) is when you reached the right contact but they are not the buyer. Gatekeepers who will not connect you are Did Not Answer. When another callable number exists, Not Right Person and Wrong Number both try the next phone on the same contact before advancing the queue.

What is the AI suggestion panel?

During Review Call Result or Meeting Booked, one disposition review block appears in the right sidebar only (the Transcript tab shows captions, not a second copy). The call summary sits at the top. For High or Medium confidence, a confidence pill appears above the disposition dropdown, which is pre-selected with the AI pick. For Low confidence, a prompt reads AI could not determine the outcome with confidence. Choose the disposition below, the dropdown starts on Choose disposition…, and Confirm stays disabled until you pick a value. When AI suggests Wrong Number, Wrong Phone Number, or Not Right Person, an amber caution banner appears with context-specific guidance. Low-risk queue-advance paths on both Single Dial and Double Dial (no answer, invalid number, ring timeout, SSE auto-advance) skip this panel entirely and log immediately. Change the dropdown if needed on End Call or AI review paths; a You changed this pill appears when your pick differs from the AI suggestion.

Why is Confirm disabled and the disposition dropdown blank?

AI returned Low confidence on this call, so the dialer does not pre-select a disposition. Read the call summary, pick the correct outcome from the dropdown (it shows Choose disposition… until you select one), then Confirm unlocks. If you click Confirm without choosing, a flash reminds you to choose a disposition first.

What does AI got this wrong do?

It records that the AI disposition suggestion was incorrect before you confirm. Managers can use this for accuracy reporting. The button is hidden when you used a fast operator disposition that skipped review. After you click it, the label changes to Feedback recorded.

What happens if I change the disposition from the AI suggestion?

Pick a different value in the disposition dropdown. A You changed this pill appears on the suggestion header. The call logs both what AI suggested and what you selected when you click Confirm.

Does Confirm on Review Call Result send the post-call email cadence?

It depends on the path. Confirm after End Call or Meeting Booked logs the call and note but does not trigger post-call cadence. Low-risk queue-advance paths on both Single Dial and Double Dial (no answer, invalid number, ring timeout, SSE auto-advance) log immediately and send post-call cadence when the campaign has it enabled, with no extra Confirm click. Use Review follow-up email or the email tab for manual follow-ups on live calls.

Does Confirm auto-send my follow-up email?

Yes on Review Call Result when the Email tab has a drafted Auto follow-up (from a disposition template or Draft follow-up email). Click Confirm and dial next (or Confirm and try next number, and similar) and SalesHive sends that email to the prospect before advancing. Edit the subject or body on the Email tab first if needed, or click Send Email to send early. Meeting Booked does not auto-send prospect follow-ups on Confirm. Hand-off emails to the meeting owner always require Send Hand-off. The session summary Emails Sent count uses server-logged outreach emails for this dial session.

What is the difference between Did Not Answer and Voicemail?

Did Not Answer covers connect failures where you did not reach a live prospect: pure ring-no-answer, a gatekeeper who could not connect you, or an answering-machine greeting you hung up on. If a gatekeeper transferred you and the prospect spoke, AI should suggest a live outcome (for example Asked for Info), not Did Not Answer. Choose Voicemail only when you left a message. The disposition dropdown no longer lists Answering Machine as its own option. On Double Dial, Machine / Voicemail logs as Did Not Answer. Managers still see machine hits in Voicemail/Machine columns on Dial Performance and SDR Hub via AI connectSubtype.

Why don't I see When to use hints on script sections?

Those hints are internal metadata for the AI script tracker (when the prospect's words should surface a section). SDRs only see the section title, what to say, and any optional strategist notes. Strategists edit title and spoken content on the campaign Calling Script tab; when-to-use data is set when scripts are generated.

How long does Single Dial ring before auto no-answer?

It uses the campaign Call Timeout on the Settings tab (10 to 120 seconds, default 30). The timer starts when dialing begins. When it expires, the dialer checks Twilio prospect status. If the call is in progress (real pickup, including IVR), it promotes to On Call. Otherwise it logs Did Not Answer and auto-dials the next number on the contact or advances to the next contact without opening Review Call Result.

Can ringback audio falsely show On Call?

No. Client ringback during Single Dial connecting/ringing or between Double Dial pairs does not promote a call to On Call or cancel the ring timer. Only Twilio in-progress status (real prospect-leg pickup), the two-second status poll while ringing, or a real pickup promoted to On Call ends the countdown and marks the call active.

Does the dialer write call notes automatically?

Yes. When you click Confirm on Review Call Result or Meeting Booked, SalesHive appends a timestamped note like Call: 06/17/2026 04:10 pm, Did Not Answer on the contact. Notes are not written during AI analysis. If you change the disposition before confirming, the note updates to match. Open the Notes tab to see it; the thread refreshes each time you switch to Notes.

What happens when AI detects a wrong number?

AI suggests Wrong Number when the transcript has explicit wrong-number language or voicemail names a clearly different person on this line. AI suggests Not Right Person when a live human explicitly confirms the contact record is wrong (for example, nobody by that name here, or you want someone else), even if the phone line itself is valid. If you had a real back-and-forth with the prospect, AI maps the call to Asked for Info or Unresponsive instead unless they explicitly said wrong number or wrong person. When Wrong Number, Wrong Phone Number, or Not Right Person is confirmed and the contact has another callable phone in your filters, the dialer stays on the same prospect and auto-dials the next number. You only advance to the next contact when every number is exhausted or you choose a disposition that moves on.

Should I confirm Wrong Number after a screening bot or short call?

Usually no. Wrong Number blacklists the dialed line and may skip to the next phone on the contact. Not Right Person means the contact identity is wrong, not just the line. AI call-screening bots, virtual assistants, and auto-attendants (even when they use the prospect name) are Did Not Answer, not Wrong Number or Not Right Person. Gatekeepers who will not connect you are Did Not Answer. Short calls that ended before you could tell are Did Not Answer or Unresponsive. Only confirm Wrong Number when someone explicitly said wrong number or voicemail clearly names someone else on this line. Only confirm Not Right Person when a live person explicitly confirmed the contact record is the wrong individual. When AI still suggests either outcome, read the amber caution banner in the review panel before you Confirm.

What happens when I click No Answer, Call Direct?

On both Single Dial and Double Dial, the dialer logs no answer on the current line, stays on the same contact card, and auto-dials the next phone type (for example, Direct after Mobile) without a review stop. The recycle window stamp applies only when you choose No Answer, Next Contact or otherwise advance to a different person.

Why did a contact disappear from my queue right after I dialed them?

The recycle window (default 14 days, set on the campaign) blocks re-dialing contacts who were called on this campaign inside that window. After you log a disposition and advance to the next contact, the queue updates immediately using campaign call logs. Trying another number on the same prospect does not count as a full recycle touch.

Can I re-dial everyone I called today?

On the campaign page, use the Called Today button to start a dialer session scoped to contacts you already called today on this campaign. That bypasses the normal recycle window for same-day follow-ups.

Will using the dial pad hang up my IVR call?

No. Tones go to the prospect PSTN line and the session stays connected while you navigate auto-attendants, enter extensions, or spell dial-by-name. The dialer rejoins the prospect leg to the conference after each tone and ignores brief false hangup signals during that window.

What is the difference between Skip Pair and Hang Up Line?

Skip Pair appears while both Double Dial lines are ringing with no answer yet. It logs Skipped on both contacts (shown in the session summary), hangs up both legs, does not count either line toward your dial total, and immediately dials the next pair. Hang Up Line appears once a specific line is live or in human check. It drops that prospect leg. If the other line is still ringing or connected, the session continues on that line (flash: Line hung up, continue with the other line). When both lines are finished, Hang Up Line opens Review Call Result so you can confirm disposition instead of auto-advancing to the next pair. Use Machine / Voicemail for a one-click Did Not Answer on a greeting without opening review.

What is the difference between Hang Up Line and Machine / Voicemail?

Machine / Voicemail logs the line as Did Not Answer immediately and advances when the other line is also done (or continues on the other line if it is still active). It is the fast path when you hear a voicemail greeting or answering machine. Hang Up Line also drops the active leg, but when both lines are finished it opens Review Call Result with AI disposition analysis instead of skipping straight to the next pair. Use Hang Up Line when you want to review or confirm the outcome; use Machine / Voicemail when you are sure it was a machine greeting.

Does Skip Pair count as a dial?

No. Operator Skip Pair logs both lines as Skipped, which appears in your end-of-session disposition summary but is excluded from dial totals and manager performance counts. Only attempted rings that reach a terminal outcome like Did Not Answer, Voicemail, or a live connection count as dials.

Why did Skip Pair ask for a reason?

The first Skip Pair in a session is instant with no prompt. Every third skip after that opens a quick check modal (Quick check — why skip this pair?). You can pick a reason or click Skip without reason. If you skip pairs heavily in one session (five or more skips, or a high skip rate after several pair attempts), the modal requires a reason before you can continue and notes that your manager may review the pattern.

What Skip Pair reasons can I pick?

Bad numbers or wrong data, Already contacted recently, Not a fit for this list, Technical or audio issue, Needed a quick break, or Other. Other requires a short note. Your choice (when provided) appears in the What happened? timeline and is stored on the call log for coaching.

Can I switch Line A and Line B without hanging up?

Yes. During an active double-dial pair, click the Line A or Line B tab at the top of the dialer or the matching line card in the right sidebar. Both prospect legs stay connected. Use tabs or cards to preview the other prospect while both are ringing or to review notes for the line still live.

What is the What happened? panel on Double Dial?

An in-session coaching timeline for the current pair. It appears in the right sidebar while a pair is dialing, in human check, on call, both failed, or in call review. Each row shows a time and a short label (for example Line A ringing, You chose Human on Line A, AI suggested Did Not Answer (High confidence), or per-line outcomes on both-failed (Line A: No answer, Line B: Busy, and so on), then auto-advance countdown). Your choices use normal text; AI entries use the AI accent color. Click What happened? to collapse the list. The sidebar log resets when the next pair dials. When the pair finishes or you end the session, the same timeline is saved to both line call logs and appears later on the Activity tab (collapsed by default).

Where can I review a saved What happened? timeline after the session?

Open the Activity tab in the center panel for either contact from that Double Dial pair. The first call row for the pair shows a collapsed What happened? panel with the same timestamped events from your session (line status, your Human/Machine and disposition choices, AI analysis, Skip Pair, both-failed auto-advance, and more). Expand it to walk through what happened for coaching. Both Line A and Line B call logs store the timeline, but Activity shows it once per pair so you do not see duplicates.

What happens when both lines end without connecting?

The dialer shows a Both Lines Ended panel with a per-line outcome summary (Line A and Line B each show the prospect name and final status like No answer, Busy, or Failed). The subtitle counts down Review what happened below. Next pair in Xs for about 4.2 seconds, then logs both lines and auto-dials the next pair (flash: Both lines ended, starting next pair). The What happened? timeline lists each line outcome separately before Neither line became a live conversation. Click Continue Dialing Now to skip the wait. Click Pause before the countdown finishes to hold the queue, then Resume when ready. End Dial Session stops the session.

Why did the contact card jump to the other line?

When one double-dial line ends first (voicemail, no answer, or hang up) and the other is still ringing or connected, the dialer auto-focuses the contact card and line cards on the active line so you always see the prospect still on the call. If both lines answer at nearly the same time, the first winner stays connected, the other leg is dropped and logged as no answer, and you see a gold banner (Both lines answered. Line A is active. Line B was dropped.) plus Active line and Dropped pills on the line cards. A top flash may read Both answered, Line A active, Line B dropped.

What happens when both Double Dial lines answer at once?

The dialer keeps the first connected line live and drops the other leg. A gold banner above Human or Machine reads Both lines answered. Line X is active. Line Y was dropped. The active line card shows an Active line pill; the dropped card shows Dropped, Line X active. The dropped leg logs as no answer. Continue with Human or Machine on the active line. The What happened? timeline records Line Y answered but was dropped, working Line X.

Does viewing Line B change which contact my disposition logs to?

No. Dispositions, call logging, and Review Call Result always use the connected or screening line's contact (the action line), even if you are previewing the other card. Switching tabs or line cards is view-only.

Why does the dial pad stay hidden during double-dial ring-wait?

The pad no longer auto-opens while both lines are ringing so Skip Pair and End Dial Session stay visible. Expand it manually with the Dial Pad toggle in the footer when you need DTMF on a connected call.

Can I use my keyboard instead of clicking the dial pad?

Yes. While a call is ringing or connected, press 0-9, *, or # on your physical keyboard to send DTMF. Keyboard input is ignored when your cursor is in a text field (notes, email, search). The matching pad button briefly flashes gold so you can confirm which digit was sent.

When does the recording disclosure play on Double Dial?

After you click Human on a live line, the disclosure waits until live transcription hears real prospect speech (not IVR hold music, voicemail greetings, or call-screening bots). Once the prospect says enough human words, the gold Recording disclosure playing banner appears and TTS plays. It does not fire during the Human or Machine screening step itself, and Machine / Voicemail does not trigger it. Wait for the banner to clear before your opener.

Why did the recording disclosure wait until the prospect spoke?

SalesHive avoids playing the recording TTS into IVR menus, voicemail greetings, or call-screening bots. On Single Dial, you confirm Live Answer first when disclosure is required, then the TTS plays right away (no extra wait for transcript speech on that path). On Double Dial, after you click Human, the TTS still waits until live transcription hears real human speech from the prospect. Open the Transcript tab to see when captions start; the gold Recording disclosure playing banner follows shortly after.

Why do I hear ringback between Double Dial pairs?

The first pair in a session uses Twilio conference wait music. Every later pair in the same session plays client-side ringback so you always hear ringing while both lines dial. Single Dial also plays ringback while connecting or ringing.

Can I pause during a live call?

Yes. Pause stays visible during connecting, ringing, and live calls. It pauses the auto-dial queue (not the active leg). Use it when you need a breather before the next contact. It hides only during AI analysis. If you Pause during the both-failed countdown, auto-advance waits until you Resume.

Why does the dialer skip pairs or say collision cooldown?

Double Dial keeps a session collision guard so you do not re-dial the same people too fast. Rules: at least 3 seconds between pairs, 10 minutes before the same contact re-enters a pair, 15 minutes before the same company, and 30 minutes before the exact same pair. When the next sequential pair is on cooldown, the dialer skips ahead and may flash Skipped N pair(s) on collision cooldown. If every pair is blocked, you see No pairs available, recent contacts are on collision cooldown.

Do Single Dial and Double Dial both skip review on no answer?

Yes, for low-risk queue-advance outcomes. On both modes, Did Not Answer, Invalid Number, Voicemail, and Busy Signal log and advance immediately when the dialer is moving to the next number on the same contact or the next contact in the queue. That covers ring timeout, SSE no-answer, and one-click No Answer or Invalid Number buttons. End Call and AI-analyzed calls still open Review Call Result or Meeting Booked so you can confirm disposition, notes, and optional follow-up email.

When should I use Redial?

After you accidentally hang up, lose connection, or need to ring the same number again for the current contact. Redial always calls the exact phone key from your last placed call, not whichever number is selected in the dropdown.

Why can I log voicemail while still On Call?

When you reach a machine during a live call (and there is no consent-screening step), the On Call panel now includes fast No Answer and Invalid Number buttons. Log the outcome and advance without waiting for End Call and AI review.

Why do I not see Double Dial in setup?

Double Dial is gated per user. If your account is not enabled for double dialing, setup shows Single Dial only and the Dial Mode section is hidden.

Why did AI classify a company voicemail as Answering Machine instead of Wrong Number?

Voicemail greetings that name the prospect company (for example, Thank you for calling Acme) are the company's own line, not a wrong number. AI now treats company-name greetings as answering_machine, not wrong_number. Wrong Number still applies when the greeting names a clearly different person than your contact.

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