Dialer Controls
Everything you can do mid-session to manage your dialer run without interrupting your workflow.
Overview
Once a dialer session is live, you have full control over its behavior without needing to stop and restart. The controls panel is always visible on the session dashboard and lets you respond to changing conditions in real time.
This feature is available on the Growth and Scale plans.
How It Works
Pause and Resume
Pressing Pause tells the dialer to stop placing new calls. Any calls already in progress continue to their natural conclusion — pausing does not hang up on active conversations. Your queue position is saved exactly as-is.
Press Resume to start dialing again from where you left off. Use Pause when you need a moment to regroup, handle an urgent matter, or step away briefly.
Adjust Line Count Mid-Session
You can increase or decrease the number of parallel lines at any point during a session. The change takes effect immediately:
- Increasing lines ramps up dialing speed — useful if call volume is lower than expected and you want to move through the queue faster.
- Decreasing lines slows things down — useful if too many calls are connecting at once for your team to handle comfortably.
The line count can be adjusted between 1 and 10 at any time.
Skip a Contact
If you want to bypass the current contact without marking the call as failed, use the Skip button. The contact is moved to the end of the queue (or removed, depending on your campaign settings), and the dialer immediately moves to the next number.
Use Skip for contacts you know are temporarily unavailable or that you want to revisit manually later.
Voicemail Template Selection
Before or during a session, you can choose which voicemail template the dialer will use when a call goes to voicemail. Select from any template you have saved under Dialers > Voicemail Templates.
The selected template applies to all future unanswered calls in the session. Changing the template mid-session does not affect calls already in progress.
Pool Health Indicator
The pool health indicator shows whether your calling capacity is operating at full strength. If the indicator shows a warning, it means available lines may be temporarily reduced. The dialer continues to function but may dial more slowly until the condition clears.
If you see a persistent pool health warning, try reducing your parallel line count and contact support if the issue does not resolve within a few minutes.
End Session
Pressing End Session gracefully closes the dialer. Active calls are allowed to finish, and then all dialing stops. A full session summary is available immediately in the reporting view.
Tips & Best Practices
- Pause rather than end if you only need a brief break. Ending a session finalizes it, while pausing keeps it open for continuation.
- Reduce lines before pausing in a busy session. This lets active calls wrap up faster so your pause takes effect sooner.
- Set your voicemail template before starting. Choosing a template mid-session works, but it is easier to have one selected before the first dial.
- Monitor the pool health indicator regularly. A healthy indicator (green) means your session is running at peak efficiency.