Call Hub – WorkDo Dash SaaS Add-On Guide

Introduction

The Call Hub Add-On lets you manage your organization’s calling activity in one place. Create call lists to plan and assign calls or SMS to your team across modules like Accounting, CRM, and HRM, then log the outcome of each interaction through Call History, complete with start and end times, duration, status, and priority. Organize your calls using customizable Call Types, and track overall performance through the Call Report, which gives you a quick summary of total, inbound, and outbound calls along with trends over time.

How To Install The Add-On?

How To Use The Call Hub Add-On?

After purchasing and installing the Call Hub Add-On, open the sidebar menu and search for Call Hub.

Click on the Call Hub menu, and you will see the following options: Call List, Call History, Report, and Call Types. Each section helps you manage different aspects of your business communication.

Manage Call Lists

• To create a new call list, click the “Create” button on the Manage Call List page. Select a Module from the dropdown. Available modules include Accounting (Client, Vendor), CRM (Lead, Deal), HRM (Employee, Award), and other enabled modules.
• Then select a User to assign the call to; if the user doesn’t exist yet, click the “Create user” link to add one on the fly (comes from the user management). Select a Call Type from the dropdown, or click “Create call type” to add a new one (comes from the Call Types).
• Select a Call Direction from the dropdown (Inbound, Outbound, or Other), enter a Subject, and optionally enter a Description. Click “Create” to save the call list, or “Cancel” to discard it.
• The Manage Call Lists page displays four summary cards at the top: Total Calls, Inbound, Outbound, and Call Types, giving you a quick overview of your calling activity.
• Below that, the page shows a table of your call lists with columns for Module, Subject, Assigned To, Call Type, Direction, Date, and Actions. Use the Search bar to find a specific call list by subject, user, or call type, and use the All Modules and All Call Types dropdowns to filter the list.
• In the Actions column, you can click the Call History option to create a new call history record, View to see the call details, Edit to update the call, or Delete to remove it.
• When you click the Call History option to open the Call History window, you can record the details of the call and track what happened during the conversation. You can switch between two types of call history.
• Select Call Users from the field to choose one or more users to log this call or SMS. Select a Log Type: Call or SMS.
• If you select Call, fill in Start Time, End Time (Duration is calculated automatically in HH:MM:SS format), User, Phone with a phone option to place a call directly, Status, Priority, Note, Completed (Yes/No), and Important (Yes/No). Click “Create” to save the call log, or “Cancel” to discard it.
• If you select SMS, fill in Start Time, End Time (Duration is calculated automatically in HH:MM:SS format), User, Phone (formatted as +[country code][phone number]), and Write Your SMS Here, then click “Send SMS” to send the message directly. Fill in Status, Priority, and Note. Click “Create” to save the SMS log, or “Cancel” to discard it.

Manage Call History

• You can access the Manage Call History page by clicking the “Call History” option in the Actions column of the Manage Call Lists page. This opens the call history records associated with that specific call list entry.
• At the top of the page, use the Search bar to find a record by note or phone number, then click “Search” to filter the results. Use the filter All Types dropdown to filter by Call or SMS, the All Status dropdown to filter by Completed, Busy, No Answer, or Cancelled, and the All Priority dropdown to filter by High, Medium, or Low.
• The page displays a list of call list entries, each showing the Subject, the Module it belongs to (Employee, Client, and so on), the Call Type, the Direction (Inbound or Outbound), and a count badge showing the number of call history records logged against it.
• Click the arrow next to an entry to expand it and view its call history records in a table with columns for Contact, Assigned To, Log Type, Start Time, Duration, Status, Priority, and Actions.
• The Contact column shows the contact’s name and phone number. The Log Type column indicates whether the record is a Call or an SMS. The Duration column displays the calculated call or message length in HH:MM:SS format.
• In the Actions column, click the eye icon to view the call history record, or click the trash icon to delete it.

Call Report

• The Call Report page displays four summary cards at the top: Total Calls, Inbound, Outbound, and Avg/Day, giving you a quick overview of your overall calling activity.
• Below that, the Call Trends section shows a chart of your call volume over time. Use the Last 7 days, Last 30 days, or Last 90 days buttons to quickly change the time range, or click the date range field to select a custom range.
• On the right side of the Call Trends section, use the two options to switch between a line chart view and a bar chart view of the same data.

Manage Call Types

• To create a new call type, click the “Create” button on the Manage Call Types page. In the Create Call Type window, enter a Name and click “Create” to save it.
• The Manage Call Types page shows a table of your call types with columns for Name and Actions. Use the Search bar to find a specific call type by name.
• In the Actions column, click the edit option to update a call type’s name, or click the delete option to trash it.

Note:

• You will only be able to send SMS if the Twilio module is enabled on your platform.
• Here is a list of some Add-Ons that we can easily connect to with the Call Hub Add-On.