Complete Your First Action
Role:
Agent
Completing actions is how you progress participants through sequences. This section covers how to complete different types of actions.
Types of Actions
You can complete four types of actions:
- Call Actions: Place phone calls to participants
- Email Actions: Send emails to participants
- SMS Actions: Send text messages to participants
- Task Actions: Complete Salesforce tasks
Where to Complete Actions
You can complete actions from:
- Engage View: Your daily action list
- Participant Overview Module: On Lead/Contact records
- Participants Tab: When viewing participant details
Completing Actions
The process varies by action type:
- Calls: Click “Call now” to open the dialer
- Emails: Click “Send Email” to compose and send
- SMS: Click “Message” to compose and send
- Tasks: Complete the associated Salesforce Task
Action Status
After completing an action:
- The action is marked as performed
- A Conversation record is created (for calls, emails, SMS)
- The next action in the sequence becomes available
- Progress is tracked in sequence metrics
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