--- title: "Sierra Dialer Guide: Calling, Texting, and Group Texting Leads" description: Learn how to use the Sierra Interactive Dialer to call, text, and group text leads. Includes step-by-step instructions, best practices, and FAQs. image: https://www.sierrainteractive.com/wp-content/uploads/2022/07/Website-Preview-V2A.jpg --- [Skip to content](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#main-content) [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new?hsLang=en) [![Sierra Interactive logo](https://help.sierrainteractive.com/hs-fs/hubfs/sierra%20interactive%20logo.png?width=250&height=34&name=sierra%20interactive%20logo.png)](https://help.sierrainteractive.com/helpcenter?hsLang=en) - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) Open main navigation Close main navigation - [Sierra CRM Login](https://client.sierrainteractivedev.com/login.aspx?sn=sierrainteractive.com) - [Sierra Support](https://share.hsforms.com/1-PkIvKPkRJ2Oe4iP28LPugcrxj0?__hstc=240356316.ca34a03f98730f420ad639300528f2a2.1764955183725.1783970890126.1783975123568.351&__hssc=240356316.31.1783975123568&__hsfp=3cbed2008eb4c720102b6f72b9dd6767) - [Training & Learning](https://info.sierrainteractive.com/live-training-learning-opportunities) Show submenu for Training & Learning - [Sierra Academy](https://info.sierrainteractive.com/sierra-academy) - [Live Training Sessions](https://help.sierrainteractive.com/helpcenter/join-live-training-sessions-explore-sierra-learning-resources) Show submenu for Live Training Sessions - [Tuesdays 11AM ET](https://us02web.zoom.us/j/81520282538) - [Wednesdays 1:30PM ET](https://us02web.zoom.us/j/84246589732) - [Fridays 3PM ET](https://us02web.zoom.us/j/86964951435) - [Sierra YouTube Channel](https://www.youtube.com/@sierrainteractive/featured) - [Sierra Facebook Mastermind](https://www.facebook.com/groups/sierrainteractive) - [Referral Dashboard](https://www.sierrainteractive.com/customer-referral-dashboard/) - [Operations & Closures](https://info.sierrainteractive.com/sierra-interactive-observed-holidays) - [System Status](https://status.sierrainteractive.com/) - [Contact Support](https://help.sierrainteractive.com/helpcenter/kb-tickets/new) Search Help Center - There are no suggestions because the search field is empty. 1. [Help Center](https://help.sierrainteractive.com/helpcenter?hsLang=en) 2. [Lead Management](https://help.sierrainteractive.com/helpcenter/lead-management?hsLang=en) 3. [Calling & Dialer Tools](https://help.sierrainteractive.com/helpcenter/lead-management?hsLang=en#calling-dialer-tools) September 28, 2026 # Sierra Dialer Guide: Calling, Texting, and Group Texting Leads ## Learn how to use the Sierra Interactive Dialer to call, text, and group text leads  with steps, best practices, and FAQs. The Sierra Dialer allows agents to call, text, and group text leads directly from the platform, keeping all communications logged, compliant, and streamlined. ### Table of Contents 1. [Why This Feature Matters](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#why) 2. [Step-by-Step Instructions](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#steps) 1. [Calling a Lead](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#calling-a-lead) 2. [Using Call Lists for Sequential Calls](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#call-lists) 3. [Texting a Lead](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#texting-a-lead) 4. [Group Texting a Lead](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#group-texting) 3. [Best Practices for All Communication Methods](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#best-practices) 4. [FAQs](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#faqs) --- ### Why This Feature Matters Using the Dialer ensures your team can: - Maintain a complete communication history for each lead - Protect personal phone numbers while contacting leads - Improve team collaboration through shared group messages - Respond quickly and consistently to leads --- ### Step-by-Step Instructions #### **Calling a Lead![calling a lead](https://help.sierrainteractive.com/hs-fs/hubfs/calling%20a%20lead.gif?width=670&height=306&name=calling%20a%20lead.gif)** 1. **[Enable the Sierra Dialer](https://help.sierrainteractive.com/helpcenter/setting-up-your-sierra-dialer-business-information?hsLang=en) →** Ensure the Dialer is enabled for your account and each agent is connected. 2. **Place a Call from the Lead Dashboard →** Navigate to the Leadssection, locate the lead, and click the phone icon or Call button. 3. **Choose Your Calling Method →** A pop-up menu will appear with options: 1. Call via Browser – Use this if you have a headset connected to your computer. 2. Call via \[Your Connected Phone Number\] – Sierra will call your number first, then connect you to the lead once you answer. 3. Add to Call List – Add this lead to a call list for sequential calls. 4. Send Text Message – Text the lead using your Sierra Dialer number. 4. **During the Call** 1. Basic Controls – Mute, hold, or end calls as needed. 2. Transfer a Call: 1. Click the Transfer button during the call; the lead is placed on hold. 2. In the Call Transfer Overlay, select a user from assigned users or active Dialer connections, or use the search bar. 3. Click the green Call button. 4. Transfer Options: 1. Cancel – End internal call, return to lead 2. Complete – Transfer lead and drop off 3. Swap – Put the other user on hold, return to lead 4. Merge – Three-way call (lead, user, you) 5. Speak as needed before completing or merging. If the lead disconnects, the internal call continues and the lead’s status updates to “Disconnected.” 5. **Once the call concludes, you can:** - - Record call outcome notes - Save the call recording (enabled by default) - Click Log Call to save everything to the lead’s history **Missed Inbound Calls and Call Outcomes** If an incoming call is missed, Sierra will automatically assign a default call outcome. Because the system cannot determine what occurred, this may not reflect the actual interaction. Agents should review and update the call outcome after the call. For example, if the caller left a voicemail, update the outcome to reflect *“Left Voicemail.”* [back to the top](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#top) --- #### **Using Call Lists for Sequential Calls![call lists](https://help.sierrainteractive.com/hs-fs/hubfs/call%20lists.gif?width=670&height=301&name=call%20lists.gif)** Use Call Lists to streamline outbound calling by automatically dialing multiple leads in a sequence. 1. **Add Leads to a Call List** 1. Bulk Add: From Leads \> *Leads Dashboard*, select one or more leads → choose Add to Call List from the Bulk Actions dropdown. 2. Individual Add: From a *Lead Detail Page*, click the phone icon → select Add to Call List. 2. **Access and Manage Your Call List** 1. Open the **Call List tab** (visible on the *Leads Dashboard* or *Lead Detail Page*). 2. View, reorder (drag-and-drop), or remove leads before starting. 3. **Start and Work Through the Call List** 1. Click Start to begin calling. 2. Choose your preferred calling method (Browser or Connected Phone). 3. A 10-second review timer lets you preview lead details before dialing. 4. During calls, use the footer banner to: 1. Mute or Pause your call 2. Skip a lead (moves to end of list) 3. Stop to cancel outbound calls 4. Access Call List or Dialpad 5. End Call when finished 4. **Log Each Call** After each call, the Log Call overlay appears: 1. Choose **Log and Stay on This Lead** to add detailed notes 2. Or select **Log and Move to Next Lead** to continue through the list. Calls proceed automatically until all leads are contacted. [back to the top](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#top) --- #### **Texting a Lead![texting a lead](https://help.sierrainteractive.com/hs-fs/hubfs/texting%20a%20lead.gif?width=670&height=303&name=texting%20a%20lead.gif)** 1. [**Enable the Sierra Dialer**](https://help.sierrainteractive.com/helpcenter/setting-up-your-sierra-dialer-business-information?hsLang=en)Confirm your account is connected to the Dialer. 2. **Send a Text from the Lead Dashboard**Navigate to the Leadssection, locate the lead, and choose one of the following: 1. Click the “Texts” link in the Phone Status column. 2. Click the plus icon next to the lead’s name and select Send Text Message. Open the Lead Detail Page and click the Text Msg button. 3. **Compose and Send Your Message** Enter your message and click Send. Messages appear in the lead’s history and are forwarded to your linked phone. 4. **Handling Replies** Replies are routed to your Dialer number, matched to the lead, and appear in the thread linked to the lead’s profile. [back to the top](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#top) --- #### **Group Texting a Lead** **![Sending a group text using a template](https://help.sierrainteractive.com/hs-fs/hubfs/group%20text.gif?width=670&height=319&name=group%20text.gif)** **Requirements and Notes:** - Only available to clients on the **Growth Package** - Any user with a connected Dialer and a personal Dialer number assigned can send group texts - Supports media attachments (MMS format) - Maximum group size: **10 numbers total**, including your own - Group texts are billed per recipient as Group MMS. See the [FAQ](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#faqs) below for details. **Steps to Send a Group Text:** 1. Go to the **Leads** section and select the lead you wish to message. 2. Open the Lead Detail Page and tap the **Text** tab. 3. Click the **\[+\]** button to add recipients (leads, secondary numbers, linked leads, or team members). 4. Compose your message and click **Send**. 5. Replies are routed to the correct lead and appear in the shared thread for team visibility. [back to the top](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#top) --- ### Best Practices for All Communication Methods - Respond promptly to all incoming communications - Use templates for commonly sent messages - Keep messages professional and concise - Confirm consent before sending group texts - Monitor threads regularly to ensure no leads are missed ##### **For Call Lists:** - Regularly update and prioritize your call list - Use the 10-second review to personalize each outreach - Log every call promptly to maintain accurate records [back to the top](https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#top) --- ### FAQs - **Will my personal cell number ever be shown to a lead?**No, only Dialer numbers are displayed. - **Can multiple team members respond to a group text?**Yes, team members with access can continue the conversation in the shared thread. - **What does GMMS mean?**GMMS = Group MMS, the technical term for group text messages. - **How is Group Text billed?** Group texts are billed as Group MMS, not by message segments. Each outbound recipient counts as one MMS charge, so a group text sent to 5 people is billed as 5 messages. One inbound group text counts as one inbound MMS, no matter how many people are in the thread. To see how this compares to standard text and MMS billing, see [Message Segments, Text Encoding, and Your Dialer Billing Charges.](https://help.sierrainteractive.com/helpcenter/message-segments-text-encoding-and-your-dialer-billing-charges?hsLang=en) - **Where is message history stored?**All messages appear in the lead’s communication history. - **What happens if a lead replies outside business hours?**Replies are logged, but automated replies are sent only during active hours. - **What is the difference between Group Text and Mass Text?**Group Text sends a single thread to multiple recipients (visible to team members) while Mass Text sends the same message individually to each lead. For more information, visit [Mass Texts & Voicemails](https://help.sierrainteractive.com/helpcenter/maximize-lead-outreach-with-mass-texts-and-mass-voicemails?hsLang=en) - **Can I transfer inbound calls?**Currently, Call Transfer is available for outbound calls only. - **What happens if the lead disconnects while I’m talking to another user?**You can continue the internal call; the lead’s status will update to “Disconnected. - **Can I remove a lead from my Call List?**Yes. In the Call List tab, select one or more leads and remove them. - **How do skipped calls work?**When you click *Skip*, the current lead moves to the end of your list. 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Call via [Your Connected Phone Number] – Sierra will call your number first, then connect you to the lead once you answer. Add to Call List – Add this lead to a call list for sequential calls. Send Text Message – Text the lead using your Sierra Dialer number." }, { "@type" : "HowToStep", "name" : "During the Call", "text" : "During the Call Basic Controls – Mute, hold, or end calls as needed. Transfer a Call: Click the Transfer button during the call; the lead is placed on hold. In the Call Transfer Overlay, select a user from assigned users or active Dialer connections, or use the search bar. Click the green Call button. Transfer Options: Cancel – End internal call, return to lead Complete – Transfer lead and drop off Swap – Put the other user on hold, return to lead Merge – Three-way call (lead, user, you) Speak as needed before completing or merging. If the lead disconnects, the internal call continues and the lead’s status updates to “Disconnected.”" }, { "@type" : "HowToStep", "name" : "Once the call concludes, you can:", "text" : "Once the call concludes, you can:" }, { "@type" : "HowToStep", "name" : "Call via Browser – Use this if you have a headset connected", "text" : "Call via Browser – Use this if you have a headset connected to your computer." }, { "@type" : "HowToStep", "name" : "Call via [Your Connected Phone Number] – Sierra will call yo", "text" : "Call via [Your Connected Phone Number] – Sierra will call your number first, then connect you to the lead once you answer." }, { "@type" : "HowToStep", "name" : "Add to Call List – Add this lead to a call list for sequenti", "text" : "Add to Call List – Add this lead to a call list for sequential calls." }, { "@type" : "HowToStep", "name" : "Send Text Message – Text the lead using your Sierra Dialer n", "text" : "Send Text Message – Text the lead using your Sierra Dialer number." }, { "@type" : "HowToStep", "name" : "Basic Controls – Mute, hold, or end calls as needed", "text" : "Basic Controls – Mute, hold, or end calls as needed." }, { "@type" : "HowToStep", "name" : "Transfer a Call:", "text" : "Transfer a Call: Click the Transfer button during the call; the lead is placed on hold. In the Call Transfer Overlay, select a user from assigned users or active Dialer connections, or use the search bar. Click the green Call button. Transfer Options: Cancel – End internal call, return to lead Complete – Transfer lead and drop off Swap – Put the other user on hold, return to lead Merge – Three-way call (lead, user, you) Speak as needed before completing or merging. If the lead disconnects, the internal call continues and the lead’s status updates to “Disconnected.”" }, { "@type" : "HowToStep", "name" : "Click the Transfer button during the call; the lead is place", "text" : "Click the Transfer button during the call; the lead is placed on hold." }, { "@type" : "HowToStep", "name" : "In the Call Transfer Overlay, select a user from assigned us", "text" : "In the Call Transfer Overlay, select a user from assigned users or active Dialer connections, or use the search bar." }, { "@type" : "HowToStep", "name" : "Click the green Call button", "text" : "Click the green Call button." }, { "@type" : "HowToStep", "name" : "Transfer Options:", "text" : "Transfer Options: Cancel – End internal call, return to lead Complete – Transfer lead and drop off Swap – Put the other user on hold, return to lead Merge – Three-way call (lead, user, you)" }, { "@type" : "HowToStep", "name" : "Speak as needed before completing or merging", "text" : "Speak as needed before completing or merging. If the lead disconnects, the internal call continues and the lead’s status updates to “Disconnected.”" }, { "@type" : "HowToStep", "name" : "Cancel – End internal call, return to lead", "text" : "Cancel – End internal call, return to lead" }, { "@type" : "HowToStep", "name" : "Complete – Transfer lead and drop off", "text" : "Complete – Transfer lead and drop off" }, { "@type" : "HowToStep", "name" : "Swap – Put the other user on hold, return to lead", "text" : "Swap – Put the other user on hold, return to lead" }, { "@type" : "HowToStep", "name" : "Merge – Three-way call (lead, user, you)", "text" : "Merge – Three-way call (lead, user, you)" }, { "@type" : "HowToStep", "name" : "Add Leads to a Call List", "text" : "Add Leads to a Call List Bulk Add: From Leads > Leads Dashboard, select one or more leads → choose Add to Call List from the Bulk Actions dropdown. Individual Add: From a Lead Detail Page, click the phone icon → select Add to Call List." }, { "@type" : "HowToStep", "name" : "Access and Manage Your Call List", "text" : "Access and Manage Your Call List Open the Call List tab (visible on the Leads Dashboard or Lead Detail Page). View, reorder (drag-and-drop), or remove leads before starting." }, { "@type" : "HowToStep", "name" : "Start and Work Through the Call List", "text" : "Start and Work Through the Call List Click Start to begin calling. Choose your preferred calling method (Browser or Connected Phone). A 10-second review timer lets you preview lead details before dialing. During calls, use the footer banner to: Mute or Pause your call Skip a lead (moves to end of list) Stop to cancel outbound calls Access Call List or Dialpad End Call when finished" }, { "@type" : "HowToStep", "name" : "Log Each CallAfter each call, the Log Call overlay appears:", "text" : "Log Each CallAfter each call, the Log Call overlay appears: Choose Log and Stay on This Lead to add detailed notes Or select Log and Move to Next Lead to continue through the list. Calls proceed automatically until all leads are contacted." }, { "@type" : "HowToStep", "name" : "Bulk Add: From Leads > Leads Dashboard, select one or more l", "text" : "Bulk Add: From Leads > Leads Dashboard, select one or more leads → choose Add to Call List from the Bulk Actions dropdown." }, { "@type" : "HowToStep", "name" : "Individual Add: From a Lead Detail Page, click the phone ico", "text" : "Individual Add: From a Lead Detail Page, click the phone icon → select Add to Call List." }, { "@type" : "HowToStep", "name" : "Open the Call List tab (visible on the Leads Dashboard or Le", "text" : "Open the Call List tab (visible on the Leads Dashboard or Lead Detail Page)." }, { "@type" : "HowToStep", "name" : "View, reorder (drag-and-drop), or remove leads before starti", "text" : "View, reorder (drag-and-drop), or remove leads before starting." }, { "@type" : "HowToStep", "name" : "Click Start to begin calling", "text" : "Click Start to begin calling." }, { "@type" : "HowToStep", "name" : "Choose your preferred calling method (Browser or Connected P", "text" : "Choose your preferred calling method (Browser or Connected Phone)." }, { "@type" : "HowToStep", "name" : "A 10-second review timer lets you preview lead details befor", "text" : "A 10-second review timer lets you preview lead details before dialing." }, { "@type" : "HowToStep", "name" : "During calls, use the footer banner to:", "text" : "During calls, use the footer banner to: Mute or Pause your call Skip a lead (moves to end of list) Stop to cancel outbound calls Access Call List or Dialpad End Call when finished" }, { "@type" : "HowToStep", "name" : "Mute or Pause your call", "text" : "Mute or Pause your call" }, { "@type" : "HowToStep", "name" : "Skip a lead (moves to end of list)", "text" : "Skip a lead (moves to end of list)" }, { "@type" : "HowToStep", "name" : "Stop to cancel outbound calls", "text" : "Stop to cancel outbound calls" }, { "@type" : "HowToStep", "name" : "Access Call List or Dialpad", "text" : "Access Call List or Dialpad" }, { "@type" : "HowToStep", "name" : "End Call when finished", "text" : "End Call when finished" }, { "@type" : "HowToStep", "name" : "Choose Log and Stay on This Lead to add detailed notes", "text" : "Choose Log and Stay on This Lead to add detailed notes" }, { "@type" : "HowToStep", "name" : "Or select Log and Move to Next Lead to continue through the", "text" : "Or select Log and Move to Next Lead to continue through the list. Calls proceed automatically until all leads are contacted." }, { "@type" : "HowToStep", "name" : "Enable the Sierra DialerConfirm your account is connected to", "text" : "Enable the Sierra DialerConfirm your account is connected to the Dialer." }, { "@type" : "HowToStep", "name" : "Send a Text from the Lead DashboardNavigate to the Leads sec", "text" : "Send a Text from the Lead DashboardNavigate to the Leads section, locate the lead, and choose one of the following: Click the “Texts” link in the Phone Status column. Click the plus icon next to the lead’s name and select Send Text Message.Open the Lead Detail Page and click the Text Msg button." }, { "@type" : "HowToStep", "name" : "Compose and Send Your MessageEnter your message and click Se", "text" : "Compose and Send Your MessageEnter your message and click Send. Messages appear in the lead’s history and are forwarded to your linked phone." }, { "@type" : "HowToStep", "name" : "Handling RepliesReplies are routed to your Dialer number, ma", "text" : "Handling RepliesReplies are routed to your Dialer number, matched to the lead, and appear in the thread linked to the lead’s profile." }, { "@type" : "HowToStep", "name" : "Click the “Texts” link in the Phone Status column", "text" : "Click the “Texts” link in the Phone Status column." }, { "@type" : "HowToStep", "name" : "Click the plus icon next to the lead’s name and select Send", "text" : "Click the plus icon next to the lead’s name and select Send Text Message.Open the Lead Detail Page and click the Text Msg button." }, { "@type" : "HowToStep", "name" : "Go to the Leads section and select the lead you wish to mess", "text" : "Go to the Leads section and select the lead you wish to message." }, { "@type" : "HowToStep", "name" : "Open the Lead Detail Page and tap the Text tab", "text" : "Open the Lead Detail Page and tap the Text tab." }, { "@type" : "HowToStep", "name" : "Click the [+] button to add recipients (leads, secondary num", "text" : "Click the [+] button to add recipients (leads, secondary numbers, linked leads, or team members)." }, { "@type" : "HowToStep", "name" : "Compose your message and click Send", "text" : "Compose your message and click Send." }, { "@type" : "HowToStep", "name" : "Replies are routed to the correct lead and appear in the sha", "text" : "Replies are routed to the correct lead and appear in the shared thread for team visibility." } ] } ``` ```json { "@context" : "https://schema.org", "@id" : "https://help.sierrainteractive.com/helpcenter/sierra-dialer-guide-calling-texting-group-texting-leads#faq", "@type" : "FAQPage", "mainEntity" : [ { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "No, only Dialer numbers are displayed." }, "name" : "Will my personal cell number ever be shown to a lead?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Yes, team members with access can continue the conversation in the shared thread." }, "name" : "Can multiple team members respond to a group text?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "GMMS = Group MMS, the technical term for group text messages." }, "name" : "What does GMMS mean?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Each outbound recipient = 1 MMS charge. One inbound group text = 1 inbound MMS (regardless of participant count)." }, "name" : "How is Group Text billed?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "All messages appear in the lead’s communication history." }, "name" : "Where is message history stored?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Replies are logged, but automated replies are sent only during active hours." }, "name" : "What happens if a lead replies outside business hours?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Group Text sends a single thread to multiple recipients (visible to team members) while Mass Text sends the same message individually to each lead. For more information, visit [INSERT LINK]" }, "name" : "What is the difference between Group Text and Mass Text?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Currently, Call Transfer is available for outbound calls only." }, "name" : "Can I transfer inbound calls?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "You can continue the internal call; the lead’s status will update to “Disconnected." }, "name" : "What happens if the lead disconnects while I’m talking to another user?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Yes. In the Call List tab, select one or more leads and remove them." }, "name" : "Can I remove a lead from my Call List?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "When you click Skip, the current lead moves to the end of your list." }, "name" : "How do skipped calls work?" } ] } ```