Understanding the Warehouse Actions

Across the different warehouse versions, you can take a number of actions. These let you modify or manipulate the state of leads, contacts, bookings, sales, and so on in the relevant warehouse.

This article describes most of the actions available in the different warehouses and what they are typically used for.

Before you start using Actions in Warehouse, note that the action runs on all leads in the current view unless you've handpicked the leads you want to run the action on. So always make sure you have filtered the view to only show the leads you want to run the action on (or picked the specific leads by clicking the checkbox to the left of the lead in the filtering view).

Be aware that some actions may not be available if you do not have the relevant functions added to your account.

The add to campaign action lets you create a copy of the lead to another campaign. It does not delete the lead from the original campaign, so the lead remains in the current campaign, and a copy is created in the selected campaign. In the new campaign, the lead will be a "fresh" lead, with no call history, 0 contact attempts, and unprocessed status. If you try to add a lead to the campaign it is already on, nothing will happen.

This lets you delete leads in the view. It only deletes the leads; the underlying customer data is stored on the contact and is not deleted through this action. To delete the contact fully, use the Delete contact action in Warehouse -> Contacts. When you click the Delete leads button, you get a warning about how many leads you are about to delete.

This action lets you update the segmentation of the selected leads.

If you have segments set up on your campaigns, you can use this action to move leads into specific segments. This can help you manually fill your campaign segments with relevant leads.

This action ties into campaign segmentation, so it is only available after you filter on a single campaign with User or Manual segmentations set up.

With quicklists, users can create lists of leads they consider highest priority and ensure those leads are called first. This requires the Quicklist permission. This action lets them add leads to their quicklist.

Note: Quicklists are individual, so each agent must make their own quicklist and populate it with leads.

This action sets the time for Next call to Now for leads with status Automatic callback, making them immediately callable and bypassing the waiting period set in the campaign settings. It does not affect VIP callbacks, Private callbacks, or shared callbacks. The action will have no effect if the lead's status is anything other than Automatic callback.

If you have your campaigns set up to record conversations with the leads, you can use this action to delete the recordings of those conversations. The recordings already have a limited storage time based on the settings chosen in the campaign settings, but this lets you delete them before their expiration date.

This action lets you kick-start the bulk send-out of your email or SMS marketing campaign for the leads in the current view. Note: bulk send-outs triggered this way will not be visible in Email/SMS activity.

This action lets you check leads against the regional number plans and blocklisted numbers. Use this action carefully, as it can cause issues if your phone numbers aren't correct or uniformly formatted.

With assign callback, you can easily assign leads as callbacks. You can select the callback type to make it a shared callback anyone can call on, or a private callback you assign to a specific agent. By assigning leads as callbacks, they get prioritized over unprocessed leads and Automatic redials, so it's a good way to ensure high-priority leads are called quickly.

Note: You can't reassign callbacks associated with a deleted user account to a new user. Once you delete the original account, the callbacks are released and cannot be linked to the newly created user. Recovering these callbacks would require a manual review of records, as there is no automated process for reattachment. To reassign or release VIP callbacks or Private callbacks:

This action lets you anonymize contacts, which can help you comply with GDPR or other data removal requests. It lets you remove the customer's sensitive data without losing data about your activities on the lead. You select the fields you want to anonymize so you can overwrite as much or as little data as is relevant to you. You can decide how to anonymize the data, including writing a reason for the anonymization as you do so.

With this journey, you can activate any Manual - Leads Journeys you have created. Select the journey you created, then check or uncheck the Always execute button based on whether you want the journey to run on leads it has previously run on.

When you click Start, a confirmation window appears showing how many leads the journey will run on.

This action lets you change the status of bookings in the view; it's highly recommended that you filter carefully before using it.

You can select the following statuses: None, Held, Cancelled, Cancelled, but preserved in external calendar.

They are mostly self-explanatory, but None is the status of a meeting waiting to be held, and the Cancelled statuses cancel or don't cancel the event in the consultant's calendar, depending on which one you choose.

This action lets you completely delete a booking; it also deletes the event in the consultant's calendar. Be aware that this cannot delete a booking made in the lead's calendar through emails with an iCal file, as we have no way to sync with their calendar.

This action lets you change a sale's status directly in the warehouse. Select only the specific sales you want to change. You can change the status to any sales status: Created, In progress, Success, Cancelled, Approved, and Rejected.

The Change Ownership action lets you change which user owns the sales. Select only the sales you want to change ownership for.
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This creates a lead from the contact data on the selected campaign. It's one of the easiest ways to make your contact into a callable lead on a specific campaign. Be aware that if a lead already exists on the campaign based on the same contact, it will not create a duplicate lead. So you can only create leads on campaigns that don't already have a lead based on that contact.

You can select availability hours if you have specific time slots created in Settings -> Account -> Time slots. If you have a segment created on the campaign, you can also choose which segment to add the lead to.

This action fully deletes a contact from your system. It deletes all the contact data, as well as all leads attached to the contact. Be careful to filter the view correctly so you don't delete contacts you want to keep.

This action lets you blocklist all contact numbers in the view. Be aware that the numbers to be blocklisted are the numbers from the fields on the contacts marked as Phone number.

This action makes the system go through the phone numbers on the leads, and if the phone number is not valid, or 3 calls have been made to the number that all failed, then the leads attached to the contact will be deleted.

You can also choose what happens to the contact after the leads are deleted, such as deactivating the contact without any active leads or valid phone numbers.

This action lets you anonymize contacts, which can help you comply with GDPR or other data removal requests. It lets you remove the customer's sensitive data without losing data about your activities on the lead. You select the fields you want to anonymize so you can overwrite as much or as little data as is relevant to you. You can decide how to anonymize the data, including writing a reason for the anonymization as you do so.

With this journey, you can activate any Manual - Contacts Journeys you have created. Select the journey you made, then check or uncheck the Always execute button based on whether you want the journey to run on contacts it has previously run on.

When you click Start, a confirmation window appears showing how many leads the journey will run on.

If you have campaigns set up to record conversations, you can use this action to delete those recordings. The recordings already have a limited storage time based on the settings chosen in the campaign settings, but this lets you delete them before their expiration date.

This action is self-explanatory: it lets you download the call recordings in the view. You can bulk download up to 200 recordings at a time.

If you have the AI transcription feature added to your account, you can use this action to create transcripts of the recordings you haven't already had transcribed. You can then use this transcription in Quality Assistance.

Warehouse Activities doesn't have any actions, as it focuses on activities done by system users, not leads.

Warehouse Quality Assistance also has no direct actions, as Quality Assistance is handled through Leads -> Quality Assistance.