Unclaimed Calls Workflow

Unclaimed Calls Workflow

When agents have linked a device/hard phone in the Calls and Texts tab of Settings, and a call is completed using the linked device, Funnel does not know which agent handled the call. This workflow allows an agent to "claim" a call that was made using the linked device, so that call will be attributed to the agent throughout Funnel (prospect card timeline, Messenger, reporting, etc). Click here to access a word version of the job aid.

Claiming During the Call 

1. A call comes in from a prospect. The call is answered on a linked device. This toast is shown during the call to all agents on the team. If any agent clicks Claim this call, the toast will disappear for all other agents.

2. The agent that clicks Claim this call, will see a confirmation modal

3. After claiming the call, the agent will see a simulated call banner in Funnel that does not have any call handling buttons

4. When the call is ended (from the prospect’s end or from the agent’s linked device), the banner will disappear and the agent will see the Call Summary modal. The agent should add call notes and click Save Call.

Claiming after the call is completed

1. A call comes in from a prospect. The call is answered on a linked device, and then the call is completed (ended from the prospect's end or from the linked device).

2. There will be an Action Required on the prospect card for an Unclaimed Call

3. In Messenger, an agent is able to claim the call by clicking claim the call

4. After claiming the call, the agent will see the confirmation modal. Click Claim.

5. Complete the call summary notes on the Call Summary modal and click Save Call.

After the call is claimed

1. The agent who claimed the call will be attributed to the call in Messenger, on the prospect card timeline, and in reporting.

Revised 3.9.2021 Unclaimed Calls Workflow