Outbound sales workflows
Talk to your team without leaving the dialer.
A rep needs a quick answer between calls. A manager wants the whole floor to see a new script line. Team chat sits in the corner of the EmberDial workspace, so those conversations happen where the calling happens, with no separate chat app to keep open.
Rooms for the whole agency, a team or two people
Everyone in your agency is in General. Announcements is read by everyone, and only owners, managers and team leads post there. When you set up teams, each team gets its own room. Anyone can start a group chat of up to 50 people or a direct message with one teammate.
Your agency’s chat is private to your agency. EmberDial staff are not in your people list, and an admin viewing the workspace as another person sees chat read-only.
See who is free before you message them
Each person shows whether they are online and, for agents who are dialing, where they are in the dialer: on a call, finishing their last call, ready or on a break. Typing indicators and new messages arrive live, and the chat button shows how many direct messages, group chats and mentions are waiting, with a dot for other unread rooms.
During a live call, chat stays out of the way: pop-ups and sounds are off, and new messages wait as unread until the agent looks, so nobody is interrupted mid-conversation.
What a message can carry
- Text, photos and mentions: messages up to 4,000 characters, up to four photos each (location and camera details are removed), @mentions and replies.
- A lead or a call: share a lead or a finished call into chat as a card, for example to ask a manager how to handle a callback. Only someone who can see a lead can share it. Teammates who can’t open that lead see its name and state, but not its phone, email or call details.
- Polls and pins: run a quick poll with two to six options, anonymous if you like, and pin the messages people keep asking about.
- Reactions, edits and search: react with an emoji, edit or delete your own messages, and search past conversations.
A check before customer details are posted
Chat is for working together, not for storing customer data. If a message looks like it contains a Social Security number, a card number or a Medicare ID, EmberDial warns the sender before it is posted. Group names, room topics and profiles refuse those details outright. Chat photos are set to expire after a year.
Quiet hours and personal settings
People can mute a busy room, pin or hide conversations, set a status and a do-not-disturb time, and turn chat sounds off. Team chat is built into EmberDial for everyone in your agency, with nothing extra to install.
Related workflows
Team rooms follow the teams you set up. Read how to organize teams, reporting lines and permissions, or see how agents manage callbacks and missed calls.
Walk through it with your team’s process.
Bring your lead source, follow-up process and calling setup to your trial request. We’ll show the relevant controls and discuss what your team needs to get started.