Creating a Batch Call List

Batch calling allows agents to work through a predefined list of Salesforce records, ensuring no prospect or customer is missed. Lists are created from Leads, Contacts, or custom objects and executed directly in the WorkDial Smart Panel.

Step 1: Create a Batch List in Salesforce #

1. Go to App Launcher → WorkDial Setup → Phone Tab
2. Use the search bar to filter and select multiple records (Leads, Contacts, Accounts)
3. From the dropdown, select Create Batch Call List
4. Name your batch list and choose the phone field (e.g., Mobile, Work Phone)

Step 2: Manage the Batch List #

• Batch lists appear in the Batch Calling Tab inside the Smart Panel
• Agents can:
  • View all records queued for calling
  • Skip or remove duplicates
  • Reorder the list if needed

Step 3: Execute the Batch List #

• Open the Batch Calling Tab
• Click Start Batch Call
• WorkDial will automatically place calls sequentially
• After each call, wrap-up notes and dispositions can be entered before moving to the next record

Step 4: Review Logs #

• Each call is logged automatically in Salesforce under the related record
• Missed calls remain in the batch list until completed or removed

Best Practices #

• Use filters in Salesforce reports to generate high-quality lists before creating a batch
• Keep lists manageable (50–100 records) for better agent focus
• Train agents to use wrap-up timers properly between calls to maintain data accuracy

Troubleshooting #

• Batch list not appearing → Refresh the Smart Panel or verify the batch list was saved under the correct user
• Duplicate records in the list → Use Salesforce filters to remove duplicates before creating the batch
• Calls not progressing → Check agent availability status and verify Twilio connection

Related #

• Power Dialer Click-to-Dial Flow
• Taking Notes & Dispositions