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  1. From the sidebar, go to Marketing → Templates.
  2. Click Create Template.
  3. Select Call as the template type.
  4. Choose Custom to begin building your call.
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Overview

The Custom Call Template lets you create automated voice calls that play a personalized message and capture customer responses through keypad inputs. You can either upload your own audio recording or use the built-in Text-to-Speech (TTS) feature to generate messages from text. Each keypress (DTMF) can be assigned to a specific action, such as recording feedback, sending an SMS, or transferring the caller to a live agent. This flexibility makes it ideal for automating interactions like feedback collection, payment reminders, review requests, and appointment confirmations, saving time while ensuring consistent and professional communication.

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Call Setup

  • Enter a descriptive title for your Call Template so it’s easy to identify later.
  • Choose the Caller ID, which determines the number shown on the recipient’s phone.
  • For the Audio Message, type your message using TTS.

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Writing the Message

  • Keep your message short, friendly, and clear — ideally under 30 seconds.
  • Use personalization tokens such as @first_name or @business_name to make each call feel natural and relevant.
  • Maintain a conversational tone that reflects your brand voice.
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Assigning Key Inputs (DTMF)

Upon enabling response capture, you may define what happens when a customer presses each key during the call. These inputs ensure smooth, guided interactions and provide convenience for both your team and customers.

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Example Use Cases

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Review Request Call

  • Use this to automatically gather customer reviews and feedback.
  • Positive responses can trigger a review link, while negative ones can collect private feedback for follow-up.
  • Ideal for improving reputation management and customer satisfaction.

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Appointment Confirmation

  • Automate confirmations, reschedules, and cancellations without manual follow-ups.
  • Helps service-based businesses reduce no-shows and maintain organized schedules.

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Payment Reminder

  • Send polite automated payment reminders for upcoming or overdue invoices.
  • Helps ensure timely payments and reduces manual collection efforts.
Each of these can be saved as a separate Custom Call Template, allowing quick reuse for future campaigns.

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Testing & Activation

  • Test your template before using it in a live campaign.
  • Send a test call to verify that the audio plays correctly and that all key inputs trigger the intended actions.
  • Check audio clarity and confirm that each keypress is mapped properly.
  • Save and publish the template for future use.
Templates can be attached to marketing campaigns or triggered alongside emails and SMS from the unified inbox for seamless multi-channel communication.

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Tips & Best Practices

  • Keep calls short, friendly, and conversational.
  • State your business name at the start of each call.
  • Always include a clear call-to-action (e.g., “Press 1 to confirm”).
  • Test before activation to ensure correct key routing and playback quality.