How to use ThruTalk to make calls

Directions on navigating to a ThruTalk campaign and how to connect and make calls.


TABLE OF CONTENTS


Connecting to ThruTalk

Click the Calling link in the top bar to bring you to your calling assignments page.


Screenshot of the user menu at the top right of the page. The Calling option is highlighted with a green rectangle.


Find the calling assignment, then click on the "Start Calling" button on the right side. For more info on assignments, check out our guide: ThruTalk Assignments.


Screenshot of two buttons on a calling assignment. The "Preview Script" button is pink text on a white background. To its right is a pink button with white text, "Start Calling".


If you are previewing the calling script, hit the "Start Calling" button in the left panel to begin:


Screenshot of a yellow box notifiying the user they are looking at a script preview. To the left is a navy left side menu with a magenta "Start Calling" button.


You'll be asked, "How would you like to make calls?"


Screenshot of two white buttons with blue text containing the options to "Connect with my computer" on the left and "Connect with my phone" on the right.


To make calls on your computer, click "Connect with my computer." If this is your first time making calls on your browser or if you've cleared your browser data, ThruTalk will need permission to use your microphone. Click "Allow" on the pop-up. 


Screenshot of a browser's black confirmation box with two black buttons with blue text at the bottom, "Allow" and "Block".


NOTE - Do not click the "Block" button, as it will prevent microphone access between your device and getthru.app. Microphone access is necessary to make calls.


Once you're prepped to make calls, click on the "Ready to Make Calls" button.


Screenshot of a blue happy waving robot above a blue button with white text "Ready to Make Calls."


Alternatively, you can call using your phone by clicking "Connect with my phone," and we will call you to establish a connection.


NOTE - Sometimes, you may want to connect with ThruTalk using a different number than the one in your user profile. Please follow our guide on connecting to ThruTalk using an alternative number. No matter how you connect to ThruTalk, your personal phone number is never shown to contacts. 


Screenshot of the happy robot with four horizontal dots to a blue happy emoji above the words "We're calling you". To the bottom left is a magenta link "My phone isn't ringing".


If your phone is not ringing, click "My phone isn't ringing" in the bottom left corner and visit this article to troubleshoot. 


Sit tight while we find someone for you to talk to!


Screenshot of a "Please hold while we connect your next call" notice in a magenta header above grey text on a white background.


When you are calling in ThruTalk the status indicator will be "Connected." When you are connected to a call recipient, the name of the contact will be visible. You should start talking to your contact as soon as you can see the screen change.


Screenshot of notice "You are connected to ThruTalk" in white text on a navy background below a blue and white 'phone' emoji.


NOTE - If you hang up the phone you are calling in from, your calling session will end and you will see a "You are no longer connected to the calling session." banner. Please note that you do not need to hang up your phone between calls.


Screenshot of a red banner with white text - "You are no longer connected to the calling session."


After connecting to ThruTalk

Once connected, you will see the Contact Details on the right. Admins may choose to hide the contact's phone number. Please contact your calling admins for more information.


Screenshot of contact details - "First", "Last", and "Phone" in black text on grey lines on a white background.


Each of your script questions will be in the center of the screen. Scroll down to read through each question as the conversation progresses. Click on an answer in each question to move to the next question in the script.


Screenshot of active calling interface with a script in the center of the screen.


Next, fill in your answer and click "Save & Next Step" to continue.


Screenshot of magenta button with white text "Save & Next Step".


Sometimes, admins use scripts that instantly send text messages or connect the contacts to a third party during a phone call. For more information, please refer to our guides on how to use Instant Followups and PatchThru.


Once you've reached the end of your script, you will see this message:


Screenshot of dark grey text on a light grey background notifying the caller they have reached the end of the script.


NOTE 1 - Please be aware that for live calling, scrolling back up and editing a script's multiple-choice answers will remove responses inputted for any questions that follow the one edited. 

 

NOTE 2 - While calling, be sure to refrain from refreshing the page or closing the tab unless absolutely necessary. If you do need to refresh or close in the middle of an active calling session, a pop-up box should appear asking you to confirm your choice before continuing. 


Screenshot of reload site prompt box for the Chrome browser.


is finished, you can click the blue "END CALL" button at the top right of your screen. You can then scroll through the script and make any necessary changes.


Screenshot of the blue "End Call" button to the right of the "Add to Do Not Call List" link on a beige background.


If the target has hung up, you will hear an audible disconnected tone, and the "END CALL" button will change to a "Ready for Next Call" button. To use the "Ready for Next Call" button, ensure that you have completed all appropriate script responses and saved each response with the "Save and Next" buttons. The "Ready for Next Call" button will be disabled until you complete your script selections to help you accurately record your results before you move on


If the target you've spoken to wants to prevent future calls from your organization, you can click on "Add to Do Not Call List." You will also be able to click this button during and after the call has ended.


When you're ready, click "Ready for Next Call" to resume dialing.


Screenshot of a magenta "Ready for Next Call" button in place of the "End Call" button in the previous screenshot.


If you are done calling, click on the "End Calling Session" in the top left of your screen.


Only click "End Calling Session" if you are finished making calls or need an extended break. Do not end a calling session after each call as it negatively impacts other callers.


Screenshot of the "< End Calling Session" link at the top of the navy left side bar.


You will know you have finished your calling list when the following appears: 


Screenshot of magenta notification that the caller has finished their calling list displayed in the center of the calling interface.


For a walk-through of making calls in ThruTalk, please check out our video How to Make Calls.