Sales Call
Sales Call
Create call campaigns, work a dial queue, place browser calls, and sync wrap-up back to CRM.
Note: Sales Call is a BETA app. Features and behavior may change.
What is Sales Call?
Sales Call is the SWAI BETA app for outbound dial sessions. You create call campaigns tied to CRM contact lists, choose a Call from number from Phone System, work a Queue of contacts with phone numbers, use an AI-assisted Talk track, place browser calls, then complete Post-Call Summary & CRM Sync so outcomes, notes, deals, tasks, and optional follow-ups land back in SWAI.
You use it to:
- Create and manage Call campaigns
- Pick CRM lists and optional outcome → list routing
- Dial from a brand Twilio number (Call from)
- Generate talk tracks per contact
- Place HD browser calls with mute, hold, and keypad
- Wrap up each call into CRM (outcome, summary, deal, tasks, email)
- Review Call analytics for the last 30 days
Main screens
| Screen | What it’s for |
|---|---|
| Call campaigns | Home — list, search, New campaign, Call analytics |
| New call campaign / Edit call campaign | Setup wizard: name, Call from, lists, routing, script |
| Workbench | Dial session — Queue, contact detail, Talk track, call controls |
| Active call modal | Live call — mute, hold, keypad, End Call |
| Post-Call Summary & CRM Sync | Wrap-up after a connected call |
Note: Open Sales Call from the SWAI Dashboard (Settings → Beta Apps → Sales Call, or go to app.swai.ai/setting/beta-apps). The app uses your brand session — there is no separate sign-up inside Sales Call.
Before you start
You can open the app with a valid SWAI brand session. Dialing needs a Phone System number and CRM lists with phone numbers.
Checklist
Open Sales Call from SWAI
Use Settings → Beta Apps → Sales Call (or go to app.swai.ai/setting/beta-apps) so you are signed in for the correct brand. Sales Call is not under the main Apps sidebar.Phone System
Add at least one Twilio number under Settings → Phone System (or go to app.swai.ai/setting/phone-system). That number becomes Call from.CRM contact lists
Build or pick lists that include contacts with phone numbers. Only contacts with numbers appear in the Queue.Email System (optional)
Needed only if you will send a Follow-up email from wrap-up. See Email System.Calendar (optional)
Needed only if wrap-up suggests a book appointment action and you want to confirm a slot.
Important warnings
Warning: If Sales Call does not load or you lose brand context, close the tab and open it again from Settings → Beta Apps → Sales Call (or go to app.swai.ai/setting/beta-apps). You may see Open Sales Call from Settings → Beta Apps so SWAI can sign you in.
Warning: Without a Call from number, you cannot dial. Use Set up Phone System / Open Phone System from the app, or open Settings → Phone System.
Warning: Deleting a campaign removes it from Call campaigns. Contact lists in CRM are not affected (Delete campaign?).
Tip: Sales Call places outbound browser calls. It does not replace full Phone System admin, AI Agents, or Campaign Builder journeys.
Quick start
- Open Settings → Beta Apps → Sales Call for your brand (or go to app.swai.ai/setting/beta-apps).
- Click New campaign.
- On 1 · Name & from, enter a Campaign name and pick Call from.
- On 2 · Lists, select one or more CRM lists. Optionally turn on Auto-add future contacts.
- On 3 · Routing, map outcomes to lists if you want automatic list adds after wrap-up.
- On 4 · Script, pick a template (Discovery or Demo follow-up) or write your own talk-track.
- Click Create & open.
- Select a contact in Queue, optionally Generate 3 talk tracks, then Call {firstName}.
- After the call, complete Post-Call Summary & CRM Sync and click Save & Sync to Dashboard.
Call campaigns
Home title: Call campaigns. Subtitle: Outreach dial sessions — open one or create a new campaign.
From here you can:
- Search with Search campaigns…
- Click New campaign
- Open a campaign row to enter the Workbench
- Delete a campaign with the trash control (Delete)
- Review Call analytics (Last 30 days · your campaigns)
Analytics metrics
| Metric | Meaning |
|---|---|
| Calls | Calls placed |
| Connect rate | Share of calls that connected |
| Avg duration | Average connected call length |
| Avg QA | Average call QA score |
| AI ready | Share of wrap-ups with AI draft ready |
| List adds | Contacts added to lists from wrap-up routing |
Charts: Outcomes, Sentiment. Filter with All campaigns or a single campaign name.
Campaign table
| Column | Meaning |
|---|---|
| Campaign | Campaign name |
| Updated | Last update |
| Lists | Selected CRM lists (No lists yet if empty) |
| Called | Dial progress |
Empty: No call campaigns yet — Create a campaign, pick contact lists and a talk-track framework, then start dialing.
Setup wizard
Titles: New call campaign or Edit call campaign. Subtitle: Name, Call from, CRM lists, outcome routing, then talk-track.
Footer: Cancel, Back, Next, then Create & open (new) or Save & open (edit).
1 · Name & from
| Field | Notes |
|---|---|
| Campaign name | Example placeholder: e.g. Q4 SaaS outbound |
| Call from | Outbound caller ID shown to contacts. Numbers come from Settings → Phone System |
If there are no numbers: No Twilio numbers on this brand yet. Use Open Phone System.
2 · Lists
Select CRM contact lists for the dial queue. Optional Auto-add future contacts — when on, the workbench refreshes the queue periodically so new list members appear.
Empty lists: No contact lists found for this brand.
3 · Routing
Outcome → list routing — for each call outcome, search or create CRM lists (Search lists or type to create…). When wrap-up saves that outcome, the contact can be added to those lists.
4 · Script
Talk-track framework for the campaign. Templates: Discovery, Demo follow-up. Textarea placeholder: Campaign talk-track framework…
Workbench
Open a campaign to dial. Back control: All campaigns.
Queue
Header: Queue. Legend badges:
| Badge | Meaning |
|---|---|
| Called today | Dialed today |
| Called | Dialed previously |
| Follow up | Marked for follow-up |
| Needs status | Connected call still needs wrap-up |
Empty queue: No contacts with phone numbers in the selected lists.
Contact panel
Sections you may see:
| Section | What it’s for |
|---|---|
| Journey | Contact activity and recordings (No activity yet. / Select a contact) |
| Call recordings | Recording status — Recording ready, Recording failed, Transcribing…, Recording…; actions Retry AI, Play, Transcript |
| Deal | Deal stage, next action, notes — Save to update stage |
If there is no deal yet: No deal on this contact yet. Wrap-up still logs the call and note.
Talk track
Right panel: Talk track (Uses brand details). Optional Your notes / angle, then Generate 3 talk tracks. Pick Option 1 / 2 / 3 with Pick one.
Dialing
- Select a contact in Queue.
- Confirm Call from (or Set up Phone System if missing). Status may show Ready.
- Click Call {firstName}.
- In the call modal: wait for CONNECTING..., then the timer. Use Mute / Unmute, Hold Call / Resume Call, Keypad (IVR keypad), Dismiss, or End Call.
- After a connected hang-up, Post-Call Summary & CRM Sync opens.
Header chrome may show HD Voice · Encrypted & SOC2 Compliant. Dialing state: Dialing outbound gateway...
Manual outcome without full wrap-up
Use Set outcome → Set outcome · {name} → Save outcome.
If a contact shows Needs status, click Finish wrap-up to complete the pending wrap-up.
Post-call wrap-up
Title: Post-Call Summary & CRM Sync.
AI states you may see: AI drafting…, AI ready, Manual log OK, Retry AI.
Footer steps: 1. Status, 2. Details, 3. Next Steps.
Step 1: Set Call Outcome Status
How did the conversation conclude? Pick an outcome:
| UI label | Typical use |
|---|---|
| Follow up | Need another touch |
| Closed Won / Agreed | Deal agreed |
| Left Voicemail | Voicemail left |
| Rescheduled | Call moved |
| Gatekeeper | Reached a gatekeeper |
| Lost / Unqualified | Not a fit |
| Call Failed | Technical or connect failure |
Also set Buyer Sentiment & Receptivity: Very Positive, Positive, Neutral, Skeptical, Difficult.
Review CRM list routing and optional Also add to lists…, then Continue to Details.
Step 2: Meeting Summary & Discovery
Edit Executive Call Summary (Auto-structured draft), pain tags (Add Tag), and Budget or Commercial Timeline Disclosed. Optional Recording review with Show transcript / Hide transcript, and Call QA · {score}/100 with coaching notes.
Then Continue to Next Steps.
Step 3: Action Items & Pipeline Sync
Optional:
- Suggested SWAI actions from this call — Confirm or Dismiss each (calendar booking, callbacks, contact updates)
- Follow-up email — Send follow-up email or Skip
- Action item title, Target Due Date / Time
- Deal Update Stage / opportunity value
Finish with Save & Sync to Dashboard. Returns you to the workbench and refreshes the queue.
Edit or delete a campaign
Edit
In the workbench, click the campaign name chip (settings icon) → Edit call campaign → Save & open.
Delete
On Call campaigns, trash → Delete campaign? — "{name}" will be removed from your call campaigns. Contact lists in CRM are not affected. → Delete or Cancel.
Common warnings and troubleshooting
I can’t open Sales Call
Warning: You may see sign-in or embed errors. Close the tab and open again from Settings → Beta Apps → Sales Call (or go to app.swai.ai/setting/beta-apps).
No Twilio numbers / can’t dial
Open Settings → Phone System (or use Open Phone System / Set up Phone System in the app). Add a number, then pick it as Call from.
Messages you may see: No Twilio numbers on this brand yet., Select a Call from number before dialing, No phone number on this brand. Open Settings → Phone System to add a Twilio number.
Empty queue
No contacts with phone numbers in the selected lists. Add phone numbers in CRM, or select different lists in the wizard.
Call failed to connect
Call ended before it connected. Check the destination number and Call from number, then try again. Also: Call was cancelled before connecting., Call was rejected., Unable to start call.
Follow-up email won’t send
- Contact has no email addresses — add one in CRM to send a follow-up.
- No brand send-from addresses — configure Email System first.
- Or choose Skip on the wrap-up step.
Suggested booking has no slots
No open slots for this date. Pick another date or calendar, or Dismiss the suggested action.
Wrap-up stuck on Needs status
Open the contact → Finish wrap-up → complete 1. Status through Save & Sync to Dashboard.
Glossary
| Term | Meaning |
|---|---|
| Sales Call | SWAI BETA outbound dial workbench |
| Call campaign | Named dial session: lists, Call from, routing, talk-track |
| Call from | Outbound caller ID (brand Twilio number from Phone System) |
| Queue | Contacts to dial from the selected lists |
| Talk track | Campaign script framework and per-contact AI options |
| Wrap-up / Post-Call Summary & CRM Sync | Post-call form that syncs to CRM |
| Outcome | Call result status used for routing and analytics |
| Outcome → list routing | Auto-add contact to CRM lists when that outcome is saved |
| Journey | Contact activities and recordings timeline |
| Suggested SWAI actions | AI-proposed CRM / calendar / contact updates from the call |
| Beta Apps | Dashboard area (Settings → Beta Apps, open) where this app opens |
Need more help?
- Confirm you opened Settings → Beta Apps → Sales Call for the correct brand (or go to app.swai.ai/setting/beta-apps).
- Confirm Phone System has a Twilio number and Call from is set.
- Confirm selected lists include contacts with phone numbers.
- Note the campaign name, contact, outcome, and any exact error.
- Contact your SWAI admin or support with those details.
Related Help: Beta Apps, Phone System, Email System, CRM, Calendar.