Meera · guided onboardingAI presenterSession goalEstablishedWorkspace detailsPendingAccess reviewPending
CLICK TO CALL · A WORKFORCE CAPABILITY
Start the call from the workflow that asked for it.
Place outbound and callback calls from the workflow that triggered them, inside the consent and contact rules your compliance team sets.
Autonomous within scopeConnected to business systemsPeople own exceptions
FROM INTERACTION TO OUTCOME
A request becomes a call. The call becomes a record.
Follow a callback request from an eligible trigger through consent and contact-window checks to a connected call and a verified record update. Switch to the no-answer path to see how retries stay inside your policy.
UnleashX at workWorked example Meera · guided onboardingAI presenterReceive the request
Capture the request, the record it came from and the consent basis relied on.
Work state
Current ownerCallback requested · not yet eligible
AI employee
Routine actions proceed autonomously within configured permissions. Completion is reported only after the system result is verified.
Stage 1 of 4 · Receive the request
DESIGN AROUND THE JOB
Where a triggered call does the work.
Start with the responsibility and the systems it touches. Confirm the supported experience, operations and boundaries for your deployment.
Web and in-product callback
A customer asks to be called back. The request carries its own context, so the call starts from the record rather than a blank screen.
Example: a pricing enquiry becomes a callback with the account already identified.
CRM-triggered follow-up
An owner, stage change or due date starts a permitted outbound call inside the agreed contact policy.
Example: a renewal approaching expiry triggers a call within the consented window.
Case and ticket escalation
A case that needs a voice conversation places the call with the case reference attached and the history intact.
Example: a stalled claim moves to a call without the customer repeating the details.
Scheduled retry
An unanswered call retries against frequency limits and quiet hours rather than an arbitrary timer.
Example: a second attempt is held until the next permitted window.
VERIFIED WORK
What a triggered call has to record.
Make the expected action, record and authority visible. Attempted, completed and unresolved work should not be reported as the same outcome.
| Work element | What to capture | Boundary to preserve |
|---|---|---|
| Trigger & consent | The event that requested the call and the consent basis relied on. | A stored number is not evidence of permission to call it. |
| Contact eligibility | Contact windows, frequency limits, do-not-call state and time zone. | Check eligibility at dial time, not when the workflow was written. |
| Call & outcome | Connection state, who was reached and what was agreed. | Connected is not the same as resolved. |
| Record & ownership | The verified write back to the originating record and the next owner. | An unanswered call still needs a recorded outcome and an owner. |
BEFORE PRODUCTION
Test the policy, not just the dial.
Use representative cases and deliberate failures to test the experience. Evaluate what the employee actually does as well as what the customer sees.
Consent and contact windows
Test do-not-call state, quiet hours, time zones and frequency limits. Confirm which consent basis each call relies on and where it is recorded.
Caller identity and numbers
Review the presented number, caller ID and how a returned call is routed. Confirm number ownership and reputation handling with your telephony provider.
No answer, voicemail and retry
Define voicemail behaviour, retry limits and when an attempt stops. Keep attempted, connected and completed as separate outcomes.
Recording, consent and retention
Agree recording notification, storage location and retention with your compliance team before the first live call.
A SCOPED PATH TO LAUNCH
Define the job. Connect it. Prove it works.
Agree the prerequisites and acceptance criteria with the business and technical owners. Expand responsibility only after reviewing outcomes and unresolved risks.
Scope
Choose the role, outcome, eligible inputs and exceptions.
Output: responsibility and authority mapConnect
Confirm supported channels, data access and system operations.
Output: reviewed configuration and accessEvaluate
Test routine work, ambiguity, failed actions and human handoffs.
Output: case-level evidence and open issuesOperate
Name the owner, review triggers and pause or recovery procedure.
Output: bounded release and operating planTWO WAYS TO START
Hire a role. Or design your own.
The capability supports the employee’s responsibility. It does not replace the need for a clear job, permitted tools and an accountable owner.
Explore pre-built employees
Choose a defined role and scope the capabilities and connections needed for your team.
Explore the workforce →Build a custom workforce
Design the job around your process, then connect the relevant channels, systems and handoffs.
Build your workforce →BUYER & IMPLEMENTATION QUESTIONS
Know what the experience needs to deliver.
What is click to call?
Click to call places an outbound or callback phone call from an approved workflow or record rather than a separate dialler. The trigger supplies the context, consent and contact eligibility are checked at dial time, and the outcome is written back to the record that requested the call.
What is click to call?
Click to call places an outbound or callback phone call directly from an approved workflow or record, rather than from a separate dialler. The request that triggered the call supplies the context, and the result is written back to the same record.
How is this different from a voice agent?
A voice agent handles the conversation. Click to call is about how the call starts and what authorises it: the trigger, the consent basis, the contact window and the record the outcome returns to. Many deployments use both.
Does the call have to be automated?
No. The same eligibility checks apply whether an AI employee holds the conversation or the call connects to a person on your team. The difference is who speaks, not how the call is authorised or recorded.
How do we stay inside contact rules?
Contact windows, frequency limits, do-not-call state and consent basis are configured per deployment and checked at dial time. Your compliance team sets them and they are reviewed as a release, not changed silently.
Can we start with a pre-built employee?
Yes, start by choosing the responsibility from the workforce listing, then confirm the channel, system connections and operating boundaries needed for your use case. A pre-built role is a starting point for scoping; it does not eliminate integration, access or evaluation requirements.
What is needed before launch?
Agree the workflow outcome, permitted data and actions, exception owners and supported configuration. Test normal, ambiguous and failed cases in an approved environment. Review final records and release criteria before production; there is no universal implementation-time promise.
CUSTOMER REVIEWS ON G2
From conversations to completed work.
4.9/ 5
1 / 7
BRING ONE REAL WORKFLOW
Bring one call journey. Leave with the rules it has to follow.
Share the intended outcome, systems and exceptions. We’ll map the capability to a defined responsibility and a supportable operating model.