Overview

Making outbound calls through Copilot is a straightforward process that allows you to connect with customers while utilizing all of Copilot's helpful features. This guide will walk you through the process step by step.

Video Walkthrough

Before You Begin

During your initial Copilot setup process, your account was connected to your direct phone number, and your outbound caller ID numbers were confirmed. This setup enables Copilot to route calls properly.

Step-by-Step Instructions

Initiating an Outbound Call

1. From your Copilot dashboard, locate and click the New Call button.
2. Enter contact information in the search field:
   • Type the phone number of the person you want to call, OR
   • Enter the contact's name if they're in your system
3. If you've called this person before, their information will appear in the search results:
   • Their name will display if they're a previous contact
   • Select their entry from the dropdown list to auto-fill their information

Selecting Your Caller ID

4. Choose which number you want to appear as your caller ID:
   • Click the caller ID dropdown menu
   • Select from any of your confirmed numbers:
     • Your personal number
     • Business numbers for different locations
     • Any other numbers that were verified during setup
5. Click the Call button to initiate the call.

Connecting to Your Customer

6. After clicking Call, the system will:
   • Call your direct number (typically your cell phone or desk phone)
   • You'll receive this incoming call on your device
7. Answer the incoming call on your device.
8. When prompted, press 1 on your keypad to confirm that you're ready to connect.
9. The system will then connect you to your customer.

During the Call

10. Once connected, your Copilot interface will automatically transition to the live call screen where you'll have access to:
    • Your customized playbook
    • Relevant battle cards that appear based on conversation triggers
    • Lead details section that populates with customer information as the call progresses

Tips for Successful Outbound Calls

• Prepare before calling: Review any existing customer information before initiating the call
• Use the playbook: Follow the guided script to ensure you cover all necessary points
• Pay attention to battle cards: These provide helpful responses to common customer objections
• Complete all fields: Fill in all lead details to maintain accurate customer records
• Be ready to answer: Remember that you'll receive the initial call on your device before connecting to the customer

Troubleshooting

• If you don't receive the call on your device after clicking "Call," verify that your direct number was properly configured during setup
• If you answer but can't connect to the customer, ensure you press "1" when prompted
• If your caller ID options are limited, contact your administrator to confirm additional outbound numbers

By following these steps, you'll be able to make outbound calls through Copilot while leveraging all its features to enhance your customer interactions.

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com or reach out to your Customer Success Manager.