The Call activity is used to assign an employee the task to call a client by phone. Each call is associated with an item of the Leads, Deals, or Companies app. The call results, unsuccessful attempts to reach the client, and call reschedule are recorded on the deal’s page.
Place the activity on the process diagram and double-click on it to open its settings.
General tab
- Name*. Specify the activity name displayed on the process diagram.
- Task name. Check the Generate name from template option to include context variables in the name shown in the executor’s task list and on the task page.
- Template*. On the right side of the field, click {+} and select a variable. You can also add a date to the template using the DateTime() function. To do that, click the f(x) icon.
- Notification. When this option is selected, the executor will see a notification about the task in the activity stream when it is assigned.
- CRM app*. Select a variable of the App type from the process context. It has to be a variable storing an app from the CRM workspace. You can either select a variable that already exists from the drop-down list or create a new one.
This option is used to associate the task with a specific app item, for example, with a certain deal. Task information such as postponed or completed calls is recorded on the deal’s page, so you can easily track communications with each client.
Please note that the value of the context variable must be defined in the business process prior to executing the Call activity. To assign a value to it, use the Assign Value activity.
- Executor*. Select the employee who will execute the task. You can use a context variable of the Users type.
- Start date. Specify the time when the executor will start the task:
- Exact time. Specify after how many minutes, hours, or days the executor must call the client. The time can be indicated taking into account the Business Calendar settings.
- Variable. Specify a Date/Time type context variable that stores the time when the task will be started or create a new one. Adjust the time if necessary. For instance, you can increase the value by a day.
This option is useful when the exact task start time is unknown. For example, if you need to make a call one day after the commercial proposal was sent to the client.
- Duration*. Specify the duration of the task, for example, 1 hour. When this time passes, the task in the Tasks workspace will be marked as overdue.
- Show in shared calendar. If this box is checked, the task will be shown in the executor’s personal calendar.
Transitions tab
The Call activity has two mandatory outgoing transitions: Done and Unable to reach. If you selected Leads or Deals in the CRM app field on the General tab, the third transition will appear: Close lead or Close deal.
On the task page, the transitions will be displayed as buttons on the page of the app item associated with the call. On the Transitions tab, select which activity needs to be executed when the user clicks on one of these buttons.
After setting all the parameters, click Save.
How to work with the Call task
When the process reaches the Call activity, the system assigns the executor the task to call the client.
When the user clicks the task name, the app item page associated with the call opens. The user can close or edit the task as well as leave a comment that will be displayed in the associated activity stream of the app item. Read more about working with the task in the CRM tasks article.
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