Before you start
At least one campaign must be live with contacts in the queue
Your user account must be added as an agent on the campaign
Shopify must be connected for customer context to appear
What the dialer is
The dialer is the agent's primary workspace in Consio. It queues contacts from active campaigns, shows customer context, displays cue cards, and handles call flow — from dial to disposition.
Agents access the dialer from the Campaigns section or via the dialer icon in the left sidebar.
The dialer interface
When an agent opens the dialer, they see:
Contact queue
The next contact to call, prioritized by Consio based on revenue potential and connection likelihood. The queue pulls from all active campaigns the agent is assigned to.
Customer context panel
For each contact, the dialer shows:
Name and contact info — phone number, email
Active cart contents — what the customer left in their cart (for abandoned cart campaigns)
Past orders — order history with dates, amounts, and products
Discount codes used — previous promotions applied
Timeline — all past interactions with this contact (calls, voicemails, SMS, orders)
This context appears before the call connects, giving agents time to prepare.
Cue cards
Campaign-specific scripts appear alongside customer context:
Intro — opening line
Reason for calling — why you're reaching out
Engagement question — draw the customer into conversation
Support guidance — objection handling
Incentive offer — discount or promotion to close
Close — wrap up and next steps
Cue cards are a guide, not a rigid script. Agents adapt based on the conversation.
Making a call
The dialer shows the next contact in the queue
Review the customer context and cue cards
Click Call to dial the contact
The call connects through Consio — your Consio number shows on the recipient's phone
Talk to the customer using the cue cards as a reference
During the call
While on a call, agents can:
View customer details — scroll through orders, cart, and timeline without interrupting the call
Drop a voicemail — if the call goes to voicemail, click the voicemail drop button to play the pre-recorded message and advance to the next call
Send SMS — text a checkout link, tracking info, or discount code to the customer mid-call (requires SMS registration on the number)
Transfer — hand off to another agent or team if needed
After the call
After each call, the agent selects a disposition — a tag that categorizes the outcome:
Connected — spoke with the customer
Voicemail dropped — left a pre-recorded voicemail
No answer — call went unanswered, no voicemail reached
Callback requested — customer asked for a follow-up
Not interested — customer declined
The dialer automatically advances to the next contact in the queue after disposition.
Working efficiently
Let the queue prioritize. Consio orders contacts by revenue potential and connection likelihood. Trust the queue rather than cherry-picking.
Use voicemail drops. Don't record live voicemails — use the one-click drop to leave your pre-recorded message and move on immediately. This saves 30-60 seconds per voicemail.
Reference the timeline. Before calling a contact on their 2nd or 3rd attempt, check the timeline to see what happened on previous attempts. Adjust your approach accordingly.
Keep calls focused. The cue cards provide structure. Follow the flow: intro, reason, engage, handle objections, offer, close.
Off-campaign calls
To call a customer outside of a campaign:
Go to Customers in the left sidebar
Search for the contact by name, email, or phone number
Click on the contact to view their profile
Click Call to dial them directly
Off-campaign calls still show full customer context and are logged in call history with attribution.
How to verify it worked
After your first session on the dialer:
Check Campaigns > your campaign > Completed calls — your calls should appear with dispositions
Check call history for accurate duration, recording, and customer details
If revenue was attributed, it should appear in the campaign dashboard within the attribution window
Related articles
Creating your first outbound campaign — setting up the campaign that feeds the dialer
Voicemail drops by campaign step — configuring the voicemails agents drop
Setting up cue cards for agents — the scripts that appear in the dialer
Attribution settings: connected calls, voicemail & SMS — how calls turn into attributed revenue