Call Center sessions — how calling works

The Calling wing

The Call Center is the calling side of Donor Relations. Calls are placed right from the browser — callers just need a microphone and headphones, no phone system or extra hardware. It's part of the Pledgix Pro and Political plans (the Pledgix team can enable it for other campaigns on request).

A manager sees tabs for Home, Sessions, Follow-ups, Pledges, Replies, History, and Settings. Callers get a focused view: just Sessions and Replies, plus a strip of their own upcoming callbacks.

Sessions are calling lists

A session is a named list of people to call, with a shared queue. Click + New Session, give it a name like "Spring 2026 Major Donors", then fill it with people from the Profile Center — use Add people inside the session, or push a segment or a team's assigned list over from the People wing. (There's no spreadsheet upload here; import contacts into the Profile Center first.)

Inside a session, the Queue shows who's still to work and who's finished. Managers can also set a conversation script, choose an owning team, and tune guardrails — automatic retries for busy/no-answer/voicemail, daily dial limits per person, and quiet hours.

What calling feels like

A caller presses Start Calling and the system dials down the list, one person after another. If several callers work the same session, the queue hands each of them a different person — nobody double-dials.

Each call opens in a full-screen Call Mode view showing everything about the person: giving history, suggested ask, past calls, team notes, contact details, and the session's talking points. A notes pad captures what you type during the call, and an Ask the Copilot panel can answer questions from campaign records mid-call (see The Call Copilot).

While on the call, an action dock offers one-tap tools: take a donation now (a card or charity-card charge on the spot — one charge per call), record a pledge with an optional due date, text or email the donation link, schedule a callback, update contact info, or write a kvitel. Everything the caller does is receipted on the call log.

When the call ends, the caller picks an outcome — Donated, Pledged, Sent Link, Callback, Follow Up, No Answer, Left Voicemail, Busy, Declined, Wrong #, Needs Review, or DNC — and the dialer moves to the next person. Callbacks return to the queue at the promised time; unreached people are retried automatically per the session's rules.

Follow-ups, pledges, and history

• Follow-ups gathers everyone across all sessions who still needs a call back or a nudge — overdue, due today, scheduled, and waiting.
• Pledges tracks promises made on calls until they're paid (see Pledges — tracking promises until they're paid).
• History lists every call with its outcome, length, and notes — tap a row to open the person.

The manager's view

Managers get the full picture: the Home dashboard (contact rate, money raised on calls, talk time, call volume and outcome charts), a live callers strip showing who's on a call right now, and per-session results with a top-callers leaderboard. Managers can also pause a list for everyone — callers finish their current call, then wait until it's reopened.

Tip: Keep sessions small and themed — "Board members", "LYBUNTs under $500". A 60-person list a team can finish in an evening beats a 2,000-person list that lingers for weeks.

Related articles

• Building your call list — from directory to dialing
• AI call briefings — a 30-second read before every call
• The Call Copilot — in-call answers from your records