This article covers how to start using Chloe on real calls, what happens during and after a call, and how to review her activity. For setup and configuration, see Setup and Implementation. For instructions on refining how Chloe handles calls, see Prompt Training.
How to start calls with Chloe
Always test your calls before starting.
Run a Test Call from the Agent editor at least once to confirm your prompt and tone sound right before deploying to real leads.
Workflows
Use a Workflow when you want Chloe to call leads automatically based on specific criteria - for example, new inbound leads, contacts with no response after a set number of days, or trials that started today.
Create or open the Workflow that should generate the calls.
Add a Call step.
In the Call step, set Assign to = Chloe and the correct Agent. Close will indicate that Chloe will call the contact.
Turn the Workflow on and enroll the right leads based on your triggers and filters.
Workflow call steps support required and optional behavior. Required steps can hold the Workflow until the call completes. Optional steps can time out and move on depending on your setup. After the call, the Workflow advances based on the call outcome or disposition.
Batch calling
Use Batch calling when you have a defined list of contacts you want Chloe to call in sequence -- for example, webinar attendees, inbound leads from the past day, or a reactivation list.
From the Agents page, select Batch call from the dropdown arrow next to the Test Call button.
Select the contacts you want called (up to 1,000 per batch session).
Choose the Chloe Agent configuration to use.
Set your completion criterion -- how many calls to place before stopping.
Each contact gets its own call result and status. Failed contacts are skipped so the batch can continue.
One-off call
Use a one-off call when you want Chloe to call a specific contact without building Workflow logic or running a full batch. This is useful for spot-checking behavior on a real lead. To do this, create a call task on the lead, assign it to Chloe, and select the preferred Agent.
Concurrent call limits
Your organization can run up to 3 concurrent Chloe calls at a time across Workflows, batch sessions, and one-off calls.
During a call
While Chloe is on a call, the call will appear as active on the lead record.
There is no live transcript during an active call. The transcript and summary are generated after the call ends and may take a few minutes to appear.
After a call
When a call ends, Chloe logs the activity directly on the lead record. Each call record includes:
Chloe Agent – the Agent that made the call
Outcome – the outcome applied based on the Agent’s Playbook
Summary – an AI-generated summary of the call
Notes – a field for manual notes
Recording and transcript – a full recording with playback controls, speaker breakdown (contact vs. Chloe talk time as a percentage), and a searchable, timestamped transcript
Note:
If Outcomes are inaccurate, update the descriptions used for auto-detection in the Agent's Settings. The Playbook tab contains instructions for this.
The Outcome can be adjusted manually from the call record if needed.
Reviewing Chloe's calls
Admins and Super Users can review all calls made by a specific Agent from the Calls tab on that Agent. Select Chloe from the left sidebar, open the Agent, and click Calls.
The Calls tab shows a summary at the top -- total calls, answered (with percentage), voicemails left (with percentage), and errors (with percentage). The call list below shows each call with the Lead, Contact, Disposition, Outcome, Recording Transcript, Duration, and Date. The list can be filtered by time period, Disposition, and Outcome.
Click any row to open the full call record on the lead page.
Sharing feedback on a call
From the transcript on any call record, you can leave feedback on individual Chloe responses. Click the thumbs up or thumbs down icon next to any Chloe line in the transcript to open the Share Feedback modal.
Mark the response as Positive or Negative and optionally add more detail in the text field. From the modal you can also click Edit Agent Instructions to go directly to the Agent and make changes.
Click Share feedback with Close to submit. Feedback is sent directly to the Close team and used to improve Chloe's behavior.
Permissions
To assign Chloe to calls via Workflows or configure batch calls, users need the Manage Customizations permission. If someone cannot assign Chloe to a call step, check that their role includes this permission.
Errors and failed calls
Calls that could not be completed are marked with an Error disposition and counted in the Error metric on the Calls tab. For a full list of error types and how to resolve them, see FAQ & Troubleshooting.