Dialer

Phone steps sit alongside email steps in a sequence. Rox generates a personalized script using contact and account context to help you prepare for each conversation.

Choose your outbound number, see who’s next, and record outcomes as you work through your list. You can also leave voicemail drops, review call recordings and summaries, and receive callbacks.

Before you start

Allow your browser to access your microphone and confirm that your microphone and speakers are working.

Review Settings → Dialer to configure call recording, voicemail drops, and your callback forwarding number. Manual phone-number purchasing and browser callbacks depend on what is enabled for your organization.

For organization setup requirements, international calling, and local-number provisioning, see Dialer administration.

Add a phone step

1. Open your sequence in Sequences and add a step.

2. Set Step Type to Phone.

3. Choose a Priority and add any Notes for the step.

4. Add Step-level instructions to guide the generated call script. These are used in addition to the sequence-level instructions.

5. Click Submit.

These instructions apply across contacts in the phone step. Rox generates a personalized script for each contact. Describe the purpose of the call, the points to cover, and the next step you want to ask for.

For example: “Explain how we can help with this account’s current priorities, prepare responses to likely objections, and ask for a follow-up meeting.”

Prepare for a call

Open the dropdown beside Call [contact name] to review the numbers for your call.

• Call to: Choose the contact’s phone number. Use the + button to add another number.

• Call from: Choose your outbound caller ID.

To find another caller-ID number, click + beside Call from. Choose a country, enter a city or area code, select an available number, and click Add number.

Purchase a phone number

If manual numbers are enabled for your organization:

1. Open Settings → Dialer → Phone numbers.

2. Choose a country and area code or prefix.

3. Select a number from the available inventory and purchase it.

4. Select the number in the caller-ID picker when you want to use it.

You can hold up to 10 manual numbers. Each belongs to your user account and is not included in teammates’ automatic caller-ID rotation.

Available countries and numbers depend on your organization’s calling configuration, number inventory, and any required regulatory approvals. Release numbers you no longer need from Phone numbers.

Use the power dialer

Power dialing starts with the selected task and works down your current call list.

1. Open your call list and select the task you want to start with in To dial.

2. Click Power dialer.

3. Choose your outbound number under Call from.

4. Click Start dialing.

During the session, review the contact’s details, add notes, and select a call outcome. Use Log call to record the call. The session displays your progress through the list.

Use Pause to pause power dialing or End session to stop the session. End call ends the current call.

The session runs on the current list only. Leaving the page ends it.

Work through your call list

Use power dialing to work through your phone tasks in one place.

Choose your outbound caller ID, then start power dialing. The dialer shows the current contact and who’s coming up next, so you can prepare as you move through the list.

After each call, record the outcome and continue to the next contact. Call controls stay available as you navigate within Rox.

Leave a voicemail drop

A voicemail drop lets you leave a prerecorded message during an outbound call.

Record your message

1. Open Settings → Dialer → Voicemail drops.

2. Record a message using your microphone, up to 60 seconds.

3. Name the recording.

4. Optionally, set it as your default.

Voicemail recordings belong to your user account. Each rep records their own messages.

Use a voicemail drop

During an outbound call, select Voicemail to leave a drop. If Rox has already detected voicemail, it starts the drop process. Otherwise, it queues the message until voicemail is detected.

After the message plays, Rox ends the call and logs it as Left voicemail. You can use one drop per call.

Playback timing depends on voicemail detection and the greeting’s length; it may include a delay or overlap part of the greeting. If a person answers before a queued drop plays, Rox clears the queued message so you can speak normally.

Record the outcome

After a connected call, use How did the call go? to select the outcome that best describes what happened. Available dispositions depend on your organization’s configuration.

Review completed calls

Open Completed calls in your call list and select a contact to review the call.

In the Content panel, select an outcome under How did the call go?, add notes, and click Save changes.

Expand an entry under Call history to review its summary, recording, and transcript when available. Use Call again to place another call.

Use the recording, transcript, summary, and recorded outcome when preparing your next interaction.

You can turn recording off for yourself in Settings → Dialer → Call recording. Turning it off also disables transcription and AI summaries for those calls. Calls without a usable transcript may not have a summary.

Rox does not automatically play a recording-consent announcement. Follow your organization’s recording and consent policy before recording calls.

Salesforce writeback

With Salesforce call writeback configured, Rox writes call information to a Salesforce Task:

Receive callbacks

Set a Callback forwarding number in Settings → Dialer so callbacks to your Rox number can ring your phone.

Where browser callbacks are enabled, incoming calls can ring in Rox instead. Desktop notifications for missed calls are also available where enabled. When you receive a callback in Rox, open the contact’s details to review their information before continuing the conversation.

Keep your callback settings current. A number without an assigned owner or forwarding destination may reject incoming calls. Rox does not provide a voicemail inbox for unanswered callbacks.

Mark contacts as Do Not Call

When a contact should no longer receive calls, use Mark as Do Not Call in Outreach.

Before placing a call, Rox checks the contact’s Do Not Call and Do Not Contact flags, along with your organization’s phone-number Do Not Call list. If either blocks the call, Rox prevents it from being placed.

Troubleshooting