Workflows: Adding a Dial by Name Block

The Dial by Name block is only available when designing a workflow for a voice campaign or when managing a workflow for a phone number.

This block allows you to play a message that informs callers/recipients of the available recipients.

This allows callers/recipients to navigate themselves to the recipient that will best fulfill their needs by dialing the first three letters of their party’s (the recipient) last name.

1. Place a Dial by Name block in your workflow where desired

2. Click Speak text

   • Keep the greeting “Dial the first three letters of your party’s last name” or write your own

3. Alternatively, click Play an audio file

4. Click Add Recipient

5. Again, you can click Speak text or Play an audio file

   • You can also click No announcement to play no message before routing to the recipient

6. Click Choose a User and select a user

7. Click Add to add the recipient

8. If desired, click Add Recipient again

   • All added recipients will be called when an incoming call is routed to their extension - the call will be forwarded to the first recipient to answer

9. Click Respond to hash (#) or Respond to star (*) if you would like recipients to be able to press the hash and star

   • Use these characters if you anticipate callers/recipients needing further instructions/guidance (for example “press # to hear staff directory” when dialing by name)

10. Click Done

11. In the workflow, you can now click and create pathways for when a caller/recipient presses #, *, or nothing, or if the extension does not answer