Run and manage calling sessions

A calling session is a structured way to work through a call list. You get a live queue of supporters, progress tracking, skip controls, and cycle-by-cycle reporting. This guide covers every task you'll do inside a session.

If you're brand new to calling sessions, start with the tutorial walkthrough first.

Admins, captains, and vice-captains can create and run calling sessions.

Creating a calling session

1. Go to Supporter Groups > [Your Group] > Call Lists > [Your List].
2. Click Start a calling session.
3. Edit the pre-filled name if you want. It defaults to [Your first name] - [Call list name].
4. Click Create.

You can also see all your sessions (active, paused, and completed) via Calling Sessions in the left-hand sidebar.

The calling session dashboard

Opening a session takes you to its dashboard. There are four things to notice.

The progress bar shows completed supporters out of the total, across all cycles in this session.

The impact panel shows session-wide stats: calls attempted, contacts made, and an outcome breakdown.

The current cycle card is the active cycle, with the count of available supporters and the Start/Resume calling session button.

The calling journey is an accordion of completed cycles, each with its own stats.

Starting, pausing, and resuming

Start a session or cycle by clicking Start calling session on the current cycle card. You'll be called on your registered mobile and connected to the first supporter in the queue.

Pause by hanging up or closing the page. There is no explicit "pause" button. The session holds its position automatically.

Resume by coming back to the session. The button now reads Resume calling session. Click to pick up where you left off.

Logging a contact

After every call, log the outcome:

• Contacted? Whether you successfully reached the supporter.
• RSVP if your list is tied to an event.
• Contact method defaults to Phone Call.
• Notes: free text.
• Tags: add or update tags based on the conversation.

Once you've logged the contact, press any key on your phone to continue to the next supporter. Repeat this until the cycle is done. Marking someone as contacted removes them from the active queue and places a green tick on their profile.

Skipping a supporter

Skipping is for "not right now". It's for supporters you want out of the active queue for a defined period and then brought back automatically. Skips have full audit trails: who skipped, when, why, and what type.

Open the three-dot menu on the supporter's row (in the data table, the View All Supporters sheet, or on their detail card) and choose Skip for….

Skip types

Unskipping

Open the same three-dot menu on a skipped supporter. The option now reads Remove skip. Clicking it is instant (no dialog) and returns them to the queue immediately.

Prioritising a supporter

If a supporter needs to be called next (for example, they just replied to your earlier SMS), move them to the front.

1. Open the supporter's three-dot menu (or their detail page).
2. Click Prioritise.

They'll jump to the position immediately after whoever's currently "next to call". A success alert confirms the move.

The option is greyed out for:

• Supporters already next in the queue
• Supporters marked as completed

It is available for unavailable supporters, so you can queue them up for when they come back.

Working with calling cycles

A cycle is one pass through the available supporters in a session. Most sessions finish in one cycle, but you can run as many as you need. A second cycle is useful when you want to revisit "no answer" supporters a few hours later without creating a whole new session.

How cycles complete

A cycle completes automatically when every available supporter has either been contacted or skipped past. The current cycle card then shows completion and offers Start a new cycle.

Starting a new cycle

Click Start a new cycle on the current cycle card. This:

• Expires all This cycle skips, returning those supporters to the queue.
• Leaves longer skips (today, custom date, permanent) in place.
• Leaves contacted supporters out of the queue. They're done for this session.
• Drops the previous cycle into the calling journey accordion.

Viewing all supporters in a session

From the current cycle card, click View all supporters. This opens a side sheet with every supporter in the session (available, skipped, unavailable, and completed) with filter controls so you can inspect the queue without scrolling.

You can skip, unskip, and prioritise from this sheet too.

One session per caller, per list

Each caller gets one session on a given call list. You can't start a second session on a list you're already working: returning to it resumes the existing session.

Where you can have multiple sessions:

• Different lists. Run one session on "event RSVPs" and another on "lapsed donors" in parallel.
• Different callers on the same list. If two leaders are working the same call list, they each get their own session. The list shows both on its Calling Sessions tab.

The Calling Sessions index page in the sidebar lists every session you have access to, with a status column:

• Not started: created but no calls made yet
• Started: at least one supporter called or skipped
• In Progress: a call is happening right now
• Completed: all available supporters have been called through

Keeping the session in sync with the call list

If supporters are added to the underlying call list after you start a session, they're automatically added to the session's queue too. If supporters are removed from the call list, they're removed from the session. You don't need to manually refresh anything.

Reviewing results

Session and cycle stats live on the session dashboard itself. You don't need to go to Analytics for this.

For org-wide calling analytics (total calls across all sessions, total duration, outcomes), go to the group page and click Analytics > Calls.

Further reading