Run a dialing session in DialRidge

Short version: open the Dialer tab, pick Direct dial (you talk in the browser) or Press-1 bridge (your own phone rings when a lead presses 1), load a list, and either call one at a time or press Start auto-dial. After each call, tap the outcome. That is the whole loop — the rest of this page is what each control does and what to do when the screen tells you something is wrong.

Before your first session

• Calling is set up. Settings › Telephony shows connected — a managed number, or your own Twilio account. If it is not, the Dialer says Twilio not connected and sends you there. See managed numbers or your own Twilio.
• For press-1, a callback number. Settings › Preferences › Press-1 callback number, in +1 format. This is the phone that rings when a lead presses 1. Without it the Dialer will not start a press-1 call.
• For direct dial, your microphone. Your browser asks for microphone permission the first time the softphone needs it. Place one test call to your own mobile and say yes, so the prompt never appears in the middle of a real conversation.
• Your press-1 intro and follow-up text are yours. Both live in Settings › Preferences. See Your Settings page, field by field.

1. Choose how you talk

Two buttons at the top of the Dialer decide what happens when a number is dialed.

In press-1 mode the Dialer shows “Ringing Jane Doe — on ‘1’, your callback phone rings.” and waits for that call to actually finish before it moves on. It never starts a second press-1 call while one is still up.

2. Load a list

The bottom card on the Dialer holds every way to fill the queue. Loading a new list replaces the current queue and resets the counters.

1. Saved list

   Pick one from Saved list and press Load list. Saved lists are built in Contacts: filter by stage, tag or search, then Save as list. See Manage your contacts.

2. Load from your CRM, by tag

   If you have a CRM connected that can load a list by tag — today that is Agile CRM — a tag box and a Load from Agile CRM button appear. Type the tag your contacts carry in Agile (it is pre-filled with your default tag if you have set one) and press the button. DialRidge fetches those contacts, then queues them. If no contact carries that tag, it tells you so and leaves your current queue alone.

3. Load new leads

   Queues your contacts who are at the New stage and have a phone number.

4. Load due callbacks

   Queues the contacts behind your open callbacks — the same list as the Callbacks tab.

5. Paste numbers

   One per line, number first, name optional, then Load queue:

   +15615550142, Jane Doe
   +15615550188, Bob Smith

   Pasted numbers are not linked to a contact record, so an outcome you tap on them is not written to a contact.

3. Read the counters

Three numbers sit under the lead card: Queued (how many are in this list), Dialed (how many calls you have placed this session) and Remaining. The lead card also shows your position, such as 4 / 38, plus the lead's name, number, and city and state when the contact has an address.

4. Manual or auto-dial

Manual

Press Call on the current lead. When the call ends, tap the outcome and press Next →.

⚡ Auto-dial

1. Press Start auto-dial

   The button shows how many are queued. In direct-dial mode the softphone has to be connected first; in press-1 mode your callback number has to be set.

2. Let it pace

   When a call ends the Dialer counts down — “Next in 3s” — and dials the next lead. The gap is Auto-dial delay in Settings › Preferences. If you keep finding yourself still typing a note when the next call starts, lengthen it.

3. Pause, Resume, Stop, Skip

   Pause holds the queue where it is; Resume carries on. Stop ends auto-dial. During the countdown, Skip → dial now dials the next lead without waiting.

Auto-dial keeps working if you switch to another tab inside DialRidge — to look up a contact, say. When the last lead is done you see “Queue complete” with the number dialed.

5. Close out each call

When a call ends, an Outcome row appears. Tap one:

Answered · No answer · Voicemail · Callback · Bad # · Not interested · Sale

The outcome is saved on the call. When the lead came from a contact record, the contact is updated too — the Dialer confirms with “contact updated” — and the call appears on that contact's timeline and in the Calls tab.

Callback

Tapping Callback opens a quick pick rather than a dialog, so the countdown keeps running: Tomorrow, In 3 days, Next week or Pick a date. The callback lands in the Callbacks tab. If the queue moves on before you choose, the callback is still saved — without a date — and the Dialer says “callback added (no date)”, so you can date it later from Callbacks.

6. Text the ones who don't answer

Open 💬 SMS follow-up on the Dialer. The template uses {name} for the lead's first name. From here you can:

• Send to the current lead by hand, or, in direct-dial mode, press Text (no answer) after a call that was not answered.
• Tick Auto-text leads that don't answer, and every unanswered call in the session is texted once with your template.

The default for that switch, and the template itself, live in Settings › Preferences. Write the template so it says who you are — a text from an unknown number that names nobody reads as spam.

7. What the status line means

The top of the Dialer and the lead card both show the softphone's state. In direct-dial mode, when something is stopping calls, it names the problem and puts the fix next to it.

8. When a lead calls you back

A lead who calls your DialRidge number back is forwarded to your press-1 callback number, showing your DialRidge number as the caller. Two exceptions:

• You are on a softphone call. The caller hears “The agent is on another call. Please leave a message after the tone.” instead of your phone ringing mid-conversation.
• Your phone does not pick up, is busy, or the forward fails. The caller is offered voicemail the same way.

A message left this way shows in the Calls tab with the outcome voicemail. If no callback number is saved, a caller hears a short message and the call ends — so set it even if you only ever use direct dial.

What the Dialer does not do

DialRidge is calling software, not a compliance service. It does not obtain consent for you, does not scrub do-not-call lists, does not enforce calling hours, and does not decide whether a call or text you are about to send is lawful. Call recording is off unless you turn it on in Settings, and when you do, you write the disclosure the other party hears. Those decisions are yours.

Troubleshooting