Manual Call Actions

The three call outcomes a stage can handle, how retries work, and what each outcome does to the patient

Manual Call Actions is the switch on a stage that turns it into a calling stage. With it on, the stage creates a call task for the agent, records the outcome of each call, retries the call as many times as you allow, and then moves the patient along the output you drew for that outcome.

The switch reads "Enable to configure custom call retry logic" and is off by default.

Automatic Mode: the Switch Off

With the switch off the stage shows "Automatic call handling enabled. Manual call actions are disabled." and has no call outputs. In this mode:

No call task is created on entry.
Update Call Status on the patient records nothing and changes nothing; the patient stays in the stage with the same tasks.
The patient leaves the stage only through a form condition or a manual Select Stage.

Use automatic mode for stages that are worked through a form alone.

Manual Mode: the Switch On

Three collapsible sections appear, one per outcome the agent can record:

Section	The agent records it as	Meaning
Did not pick up	Update Call Status → Didn't Pick Up	The call was not answered
Call back later	Update Call Status → Call Back Later	The patient asked for another time
Not interested	Update Call Status → Not Interested	The patient declined

Each section holds Retry After rows. One row with 0 is there by default; + Add Retry adds more; values must stay below 100,000.

How an Outcome Plays Out

On entry the stage creates a call task named CALL_TASK, due in one hour, on the patient's Tasks tab.
The agent calls and records the outcome with Update Call Status. The open call task is resolved.
If the outcome still has an unused Retry After row, a new call task is created after the wait of that row and the patient stays in the stage. The card stays on the board, in Today once the new task exists.
When the outcome's rows are used up, the patient follows that outcome's output on the canvas.
If that output has no connection, the patient stays in the stage with no new call task. The agent moves them with the form or with Select Stage.

The number of rows is the number of retries. A section with two rows lets the agent record the outcome twice with a retry each time; the third time moves the patient.

What Each Outcome Is For

Did not pick up is the retry outcome: two or three rows keep the patient in the stage until the calls land.
Call back later keeps the patient for another attempt when the patient names a time. The follow-up time itself is set through the form's Add Follow Up Time (see Forms and Conditions), which creates a dated task; the outcome only counts the attempt.
Not interested usually needs no rows: connect its output straight to an End Stage or to a nurture stage.

Retry Counting Across Stages

Retries are counted per outcome for the patient's whole run of the workflow, not per stage. A patient who used all the Did not pick up rows of one stage has no Did not pick up retries left in a later stage: the first Didn't Pick Up there moves them along that stage's output at once. Give later stages their own rows only if you accept this carry-over.

Outputs

Output	Fires when
Default Did not pick up	The Did not pick up rows are used up
Default Call back later	The Call back later rows are used up
Default Not interested	The Not interested rows are used up

Connect each to the stage the patient should reach for that outcome. A common shape: Did not pick up to a "Retry next week" stage, Call back later back to the same kind of stage later in the flow, Not interested to an End Stage.

What You Configure — Manual Call Actions

Setting	Your options	Default
Manual Call Actions	On, Off	Off
Retry After, per outcome	One number per row, below 100,000; rows added with + Add Retry	One row, 0