Calls

Setting it up (admin)

The CloudTalk account is connected on the server when Avlu is installed. Then:

1. Settings → CloudTalk: switch on Enabled and, if you want a call button on chats and files, Call button. Press Save. Under Status, Test connection should say “Connected to CloudTalk.”
2. Under Agents, press Refresh agents and link each CloudTalk agent to the right Avlu user.
3. Under Webhook setup, press Copy. In CloudTalk (Account → Webhooks → Add endpoint) paste the address, so every call reaches Avlu within seconds. Tick the 4 events listed there and give the endpoint's signing secret to your IT (never paste it into Avlu). Then use CloudTalk's own Send test event: it must appear under Last events.
4. Settings → Calls: choose the Stages to call (and their order) and the Pilot people, switch on Dialer on and press Save.
5. Under Missed calls, switch on Missed-call callback tasks and set Alert the team leader when not called back in (min).

Start with a few pilot people. Only they can make calls from the Calls page; admins see the page too.

The Calls page

Open Calls in the menu. Keep your CloudTalk app open and set to Online; the desktop app works best.

My stages lists your stages with Ready now, Later today, Callback later, Called today, No valid number and the total. Only the patients you own are called; a patient is called at most once a day, except a callback they asked for, and only inside their callable hours.

1. Press Call all on a stage, or Call everything for all your stages in order.
2. The next patient is shown with a short countdown. Press Call now to start at once, Skip to leave this patient, or Pause.
3. CloudTalk rings you first, then the patient. If CloudTalk does not pick up by itself, answer it in your CloudTalk app.
4. When nobody answers, hang up in CloudTalk and press No answer (N). When you talked, press We talked (T).
5. Say how it went in How did it go? (next section), then Save and next, or Save and pause for a break.

Resume continues after a pause; Stop ends the session. At the end you see how many calls you made, reached and moved.

Call outcomes and the not-reached ladder

After a call, How did it go? offers:

• No answer / voicemail: the patient moves one step down the not-reached ladder, for example NR3 → NR4. A patient already counted today stays where they are.
• Stay in (the current stage), when that is allowed.
• A new stage, grouped like the board (for example Waiting Photos, Offer Sent or Booked/Won).
• Call back on: a day and a time inside the patient's callable hours, or No callback. Some stages need a callback time.
• Note (optional).

Chose the wrong result? Correct this result (with the time left) lets you fix each call once, shortly after saving: choose the right result, then press Save correction.

By default the not-reached ladder is Fresh → NR1 → NR2 → NR3 → NR4 → No Response: one step for each day the patient does not answer. A patient in Call Later moves to NR1 after two calls without an answer.

Calls from your own phone

Called from your mobile or desk phone? Record it so the team sees it:

• In a WhatsApp chat: Log call → Talked, No answer, Voicemail or Wrong number, a note and the Next step (a follow-up) (Avlu WhatsApp).
• On the patient file: in the box under the timeline choose Outcome: No answer, Voicemail, Followed up, Talked or Busy.

With Call button on, chats and patient files also have a Call button: CloudTalk rings your CloudTalk app first; answer it and it calls the patient. If the button says “Not linked to a CloudTalk agent. Ask an admin.”, the admin links you in Settings → CloudTalk → Agents.

Missed calls

When a patient calls and nobody answers, the patient's owner gets a callback task:

• With Avlu WhatsApp: at the top of My Work, under Missed calls. Press Call back and call from the chat.
• Without it: a “Missed call: call back” notification on the patient's file.

Only a call clears it; a WhatsApp message does not. If nobody calls back in the time the admin set, the team leader is alerted. Team leaders and admins see all open missed calls on the Live board (Avlu Lead Distribution). A missed call that needs no callback can be dismissed with a reason (Dismiss this missed call?).

When the Calls page does not start

“The dialer is switched off.”

An admin switches it on in Settings → Calls (Dialer on).

“The dialer is in a pilot with a few people. Ask your team leader to join.”

You are not one of the Pilot people in Settings → Calls.

“Calling through CloudTalk is off.”

An admin switches on Enabled in Settings → CloudTalk.

“You are not linked to a CloudTalk agent. Ask an admin.”

An admin links your user under Settings → CloudTalk → Agents.

“CloudTalk says you are not online. Set yourself Online in CloudTalk, then Resume.”

Open the CloudTalk app, set your status to Online and press Resume.

“This page was closed or asleep, so the calls stopped. Resume when you are back.”

Keep the Calls tab open and the computer awake while you call.

“Nobody is ready to call now.”

None of your patients can be called right now (outside their callable hours, or already called today). The page says how many become callable later today.