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Using the Sierra Dialer to Call, Text, and Group Text Leads

A complete guide to efficiently communicating with leads while staying compliant.

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
  2. Step-by-Step Instructions
    1. Calling a Lead
    2. Using Call Lists for Sequential Calls
    3. Texting a Lead
    4. Group Texting a Lead
  3. Best Practices for All Communication Methods
  4. 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

  1. Enable the Sierra Dialer → Ensure the Dialer is enabled for your account and each agent is connected. 
  2. Place a Call from the Lead Dashboard → Navigate to the Leads section, 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

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Using Call Lists for Sequential Calls

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.

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Texting a Lead

  1. Enable the Sierra Dialer
    Confirm your account is connected to the Dialer.
  2. Send a Text from the Lead Dashboard
    Navigate to the Leads section, 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.

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Group Texting a Lead

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

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.

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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

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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?
    Each outbound recipient = 1 MMS charge. One inbound group text = 1 inbound MMS (regardless of participant count).
  • 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 [INSERT LINK]
  • 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.