How to Use the Manual Call Workflow Action

What this action does

The Manual Call action queues a call task on a user. The contact pauses in the workflow until someone picks up the task in Conversations > Manual Actions, calls the contact, and deletes the task. That deletion is what tells the workflow to move on.

How to configure

1. Choose the action type — Pick Manual Call from the available actions.
2. Name your action — Use something descriptive (for example, Lead Follow-Up Call).
3. Assign To (Advanced Settings) — Optionally pick a specific user. This overrides the contact-owner default.
4. Process the task — Open Conversations > Manual Actions, find the task, make the call, then delete the task to release the contact.

Assign To behavior

The Assign To field in Advanced Settings sends the task to a specific user instead of the contact owner. Useful when one team member should handle a particular call type regardless of who owns the contact.

• If the selected user has contact access, they get the task.
• If the selected user lacks contact access, the task falls back to the contact owner.
• If no user is selected, it goes to the contact owner.
• If neither is available, the task is marked Unassigned.

Execution logs

Action logs show Manual Call added to the manual queue, which makes the trail easy to audit.

Important

The workflow only advances when the manual task is deleted from Manual Actions. Calling the contact from the Contacts page or anywhere else won't complete it.

Example

A business wants every new lead called within 24 hours.

• Trigger: New Contact Created
• Action: Manual Call, named Lead Follow-Up Call
• Outcome: A sales rep gets a queued task, makes the call, deletes the task, and the workflow continues.