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What’s new with calling in campaigns? Calling in campaigns allows you to manage your outreach campaigns via a new channel in Hatch: phone calls. While you’ve been able to make and receive calls in Hatch, it’s operated separately from the text, email and voicemail drops of a campaign cadence. Now, you can add a phone call as part of your outreach strategy within Hatch, right from the campaign editor. How does this actually work? When a contact hits a “phone call” step in a campaign cadence, their contact card pops up at the top of your inbox column. It looks similar to an unread text message, but with a green border rather than a blue border. The card will say what campaign the phone call step came from, and clicking the card will let you take a look at the contact’s opportunity data and contact history, so you’ll have context on them before starting a call. Ok, I’m ready—I know who I’m calling and why! Now what? First, if you’re planning to call contacts from a lead source that uses temporary contact information, such as Yelp or Angi, make sure that any Hatch numbers you’re planning to call with are whitelisted with those third parties before you start calling. Second, you might want to make sure your Hatch number is registered with major carriers’ analytic providers. Registering your number with Free Caller Registry and First Orion is a good way to make sure carriers know your Hatch number is associated with your business. Otherwise, you’re ready to go! Just hit ‘Make a call’ or the phone icon in your toolbar to make a phone call to your customer. We had a great conversation! Now what? This is where phone calls are different from other campaign steps: Hatch doesn’t know what happened on your call, so it needs feedback from the user (you) to know what should happen to the contact. This is where dispositioning comes in. At the end of any outbound call, you’ll be prompted to record a call disposition. It’s a helpful feature for tracking your interactions with a customer, as well as managing what communication will go to them in the future. Here’s the (current) list of dispositions, and what they do:
Not Answered: if a call hasn’t been answered, nothing needs to change for the contact. They’ll remain in any active campaigns, and receive messaging for subsequent steps in the campaign.
Answered: if a call is answered, there’s usually some kind of follow-up, and it’s probably more specific than the subsequent steps in your campaign can account for.
Hitting ‘Answered’ will take the contact out of the campaign (with a campaign status of ‘replied’), so you can handle the contact directly on your salesboard. You’ll be prompted to send the contact card to a column—whichever column you choose, it will be reflected back on your salesboard, and you can add a note to explain what was discussed on your call. If you set an appointment on your call, you could move the contact to your ‘sold’ column. If a contact asks you to follow-up later, you could move the contact to a follow-up column, and add a reminder for when to call them back.
Left Voicemail: In terms of campaign status, ‘left voicemail’ functions the same way as ‘not answered’—subsequent steps in a campaign cadence will go out. If another user in your Hatch workspace sees this call record, they’ll know a voicemail was left for the contact thanks to this disposition.
Not Interested: When a contact tells you on the phone they’re not interested, they don’t need to receive the rest of your campaign cadence. Selecting this disposition takes the contact out of the campaign, and closes the conversation so it’s no longer on your salesboard.
Wrong / Invalid Number: This disposition marks the phone number as an opt-out, so future phone communications (SMS / phone calls) won’t go out to the contact. But they will still receive email notifications, and the campaign cadence will continue as normal.
I’ve had a look at this contact, and I don’t want to call them, on second thought No worries! Clicking into the contact card, the banner gives you two options besides calling:
Ignore : If you want to send a text message or SMS, or want to keep this contact on your salesboard for any reason, just hit ignore. The phone call step is removed from the contact. Subsequent campaign steps will proceed as normal.
Close conversation : If you want to take the contact off the salesboard and skip the phone call step, hit close conversation. The campaign will proceed as normal, and the contact will be out of your sight.
If you want to remove a contact from the campaign so they won’t receive subsequent messages, you can go to the campaign directly and remove them and any other contacts. If you want to remove a large number of contacts that appeared in the inbox at the same time, you can always go to the top of the column and hit ‘Close conversations’ to take them all off at once. Which campaigns can I add call steps to? Any campaigns you like! A couple tips to look out for:
If you’re reaching out to a lot of contacts at once, a call step for each of them might get a little overwhelming. You can always close these conversations (and the campaign will proceed as normal), but if 150 contacts all hit a voice step at once, 150 reminders will pop up.
Because Hatch isn’t pausing your campaign cadence while a call reminder sits on your salesboard, you might not want to make reference to a call step in the text of your subsequent steps. A text that says “we just tried calling you” will go out whether you make that call or not.
You might want to use the “Phone call speed to lead” campaign template as a jumping off point.
On your salesboard, the contact card will display whatever the most recent action associated with the contact is. So if you schedule a text to go out 5 minutes after a call step, you’ll see that text (rather than a call step). You might want to have a voice step be the last step on a given day, rather than the first, to keep things clear.
I’m managing a lot of calls—how can I find calls I might have missed on my salesboard? We’ve added some logic so you can know if any call steps are ‘past due,’ defined as longer than 24 hours ago. When a call step sits on your salesboard for more than 24 hours:
The phone icon on the salesboard will turn from green to orange
The call banner on the contact card will also turn orange and say “past due”
You can filter for these calls on the salesboard—just hit Filter > Calls > Past due
We have multiple users on one workspace to take calls, can we all use this feature at the same time? Yes! We’ve added new ‘call in progress’ features so you can see who on your workspace is talking to a contact, and which contact they’re speaking to. Can I get recordings or transcripts of calls once they’re done? Not yet! We’re still working on adding new features to calling in campaigns—get in touch if this is something you’re interested in doing in Hatch. How can I track dispositions associated with calls in my workspace? Hatch can set up webhooks to be associated with dispositions, so you have records in your CRM! Just ask your account manager. We’re also currently working on getting dispositions added to the reporting tab within Hatch. My outbound calls are failing, help! First, double check that your Hatch number is registered with any third party lead source you’re using (if they’re using temporary numbers, like Yelp and Angi do), if applicable. Second, we’d recommend registering your Hatch numbers with Free Caller Registry and First Orion to make sure all major carriers are familiar with your business. Finally, make sure that your Hatch set-up is ready to make calls. If you’re using Google Chrome on a desktop and have a working speaker and microphone that’s properly permissioned, you should be ready to go. If you’re still experiencing issues with calling, get in touch with the Hatch support team at any time.