Dial Amp

Dial Amp / Calling setup

Customize the Dial Amp call screen

Help agents see useful Lead and Contact context by configuring a shared call-screen layout.

Calling setupAbout 8 minutesWorkspace administrators configure shared layouts; agents can preview available layouts and choose one for a session.

Purpose-built for Zoho CRM

What you’ll accomplish

The result

The call screen is shared workspace configuration, organized separately for Zoho Contacts (Clients) and Zoho Leads. Agents without administrator access can view available layouts.

Before you begin

  • You are a workspace administrator to create or edit shared call-screen configurations.
  • Dial Amp is connected to the Zoho CRM organization whose records agents call.
  • Decide which CRM context agents need during a conversation before changing the shared layout.

Access to have ready

Use an account with permission to access the Zoho CRM records and Dial Amp settings needed for these steps. The right access depends on your organization’s setup; ask your CRM administrator if you’re unsure.

Screen-sharing video coming soon

There isn’t a video for this tutorial yet. You can follow the written steps and screenshots now.

Follow along

Step-by-step instructions

Work through the steps in order. Each number marks an action in this tutorial.

  1. Open Call Screen settings

    Go to Settings → Dial Sessions → Call Screen. Administrators can create, duplicate, rename, set a default, or hide a configuration from this area.

    Screenshot:Example workspace: shared Call Screen configuration controls.

  2. Choose or create a configuration

    Select an existing configuration to adjust it, or use the available create or duplicate action to make a separate layout. Give the configuration a clear name so agents can recognize it in session setup.

  3. Arrange the Clients layout

    Open Clients (Zoho Contacts) and arrange the relevant fields for Contact records. Keep the information agents need to identify the person and guide the conversation easy to find.

    • Review the sample preview as you make changes.

  4. Arrange the Leads layout

    Open Leads (Zoho Leads) and configure that layout separately. A change to the Leads layout does not replace the Clients layout.

  5. Save and make the screen available

    Save the configuration and, if appropriate for your workspace, set it as the default or hide an outdated option. In session setup, agents can choose an available screen using Call Screen.

    Start a session with a Contact and a Lead to verify each saved layout shows the intended fields.

You’re done when…

Check your result

  • The configuration is saved and available to agents in session setup.
  • Clients and Leads show the intended fields in their separate layouts.
  • A non-admin can view available layouts but cannot edit shared settings.

If something doesn’t look right

Troubleshooting

Why are the Call Screen controls read-only for me?

Creating and editing shared Call Screen configurations is an administrator capability. Ask a workspace administrator to make the change.

Why do my Contact changes not appear for Leads?

Clients (Zoho Contacts) and Leads (Zoho Leads) have separate layouts. Configure and save both if you need the same context on each record type.

How do I verify the saved layout?

Start a session with a Contact and a Lead, then confirm each layout shows the intended fields.

Keep going

Next tutorials

Getting startedGet started with Dial Amp and Zoho CRMSign in, connect your own Zoho CRM account, get the Zoho Marketplace extension, and check shared setup with your administrator.Calling setupCreate a call script for Dial AmpWrite and save a reusable call script, with optional name merge tags for a more personal opening.Calling setupCreate a call survey in Dial AmpBuild, preview, and save a call survey with questions, answer types, and optional CRM mapping.
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