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How to create and work through manual actions (calls and SMS) in Conversations

Manual actions are call or text tasks a workflow creates for someone on your team to do by hand. Create them in Automation › Workflows with the manual call or manual SMS action, and work them in Conversations › Manual Actions by clicking Let's Start.

Updated on

Before you start

  • You need permission to create workflows.
  • For calls and texts, your account needs an active phone number in Settings › Phone Numbers.
  • Each manual action is assigned to one user (or rotated across the team round-robin).
Where to find it

Conversations › Manual Actions

Step by step

Add a manual action to a workflow

  1. Open Automation › Workflows and click + Create Workflow (or open an existing one).
  2. Click + Add Trigger and choose what starts the process (for example, a tag added, a form submitted or a pipeline stage change).
  3. Click the + below the trigger to add an action.
  4. Choose Manual Action – Call or Manual Action – SMS and name it, for example "Call new lead".
  5. Pick the user who will do the task, or round-robin across the team.
  6. Click Save, then Publish.

Work manual actions on desktop

  1. Open Conversations and click Manual Actions at the top of the page.
  2. Review the list of tasks created by your workflows and each one's status (for example, yet to call or completed).
  3. Click Let's Start to begin.
  4. For a manual call, the call window opens. When you're done, choose how the call went; the outcome is recorded in your call reports.
  5. For a manual SMS, review the message, adjust it if needed and send it.
  6. Move on to the next task until the list is clear.

Work manual actions on mobile

  1. In the Elooo CRM mobile app, open the menu (three lines).
  2. Tap Manual Actions.
  3. Tap the blue play button to go through pending tasks.
  4. For a call, choose how it went at the end; the outcome shows up in your call reports.

Tips

  • Use manual actions when you want a human touch inside an automated process: first contact with new leads, important confirmations, or cases that need a judgment call.
  • Call notes and outcomes can be logged on the contact record after the call.

Common problems

  • The Manual Actions list is empty → Make sure the workflow is published and that at least one contact has hit the trigger. Tasks only appear after that.
  • I see some teammates' tasks but not mine → The manual action is assigned to another user. Edit the action in the workflow and pick the right user or round-robin.
  • The call or text won't go out → Your account needs an active phone number with calling and SMS in Settings › Phone Numbers.
  • I can't find manual actions on my phone → They're in the app's three-line menu under Manual Actions. Update the app if you don't see them.

Frequently asked questions

Can I spread calls across my team?

Yes. In the workflow's manual action, pick a specific user or round-robin.

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