What is After Call Work?

After Call Work (ACW) is the time allocated to agents immediately after a call ends, allowing them to complete essential post-call tasks. These tasks typically include adding notes, tagging the call, updating call disposition, or sending follow-up messages.

In CallHippo, ACW ensures agents are not immediately assigned another call, giving them a moment to process and record important details about the interaction.


Key Features of ACW in CallHippo

  • Set Duration: Define how long the ACW period should last (e.g., 1 minute), ensuring agents have adequate time without excessive idle time.

  • Mandatory Call Tagging and Disposition: Admins can enforce tagging and outcome logging, standardizing call data across teams.

  • Default Tag & Disposition: Assign predefined values to save time and encourage consistency (e.g., default tag "Deal", default disposition "test").

  • ACW for All Calls: Enable ACW to apply after every call.

  • SMS Option: Allow agents to send follow-up messages to customers directly from the ACW screen.


Benefits of Using After Call Work

  • 1. Addressing Customer Requests: Customers often have multiple inquiries or service needs. ACW enables agents to promptly document these requests, ensuring timely and accurate follow-ups, which enhances the overall customer experience.

  • 2. Facilitating Team Collaboration: Through ACW, agents can share detailed notes and insights with colleagues across various locations or departments. This collaborative approach ensures that all team members are informed and can contribute effectively to resolving customer issues.

  • 3. Enabling Supervisor Feedback: Post-call periods are ideal for supervisors to provide immediate feedback based on real-time customer interactions. This timely guidance helps agents improve their performance and align with organizational goals.

  • 4. Allowing Agents to Recharge: ACW provides agents with brief intervals between calls, helping them manage stress and prevent burnout. This ensures that they remain attentive and deliver superior service to customers. 
    Incorporating ACW into your organization's workflow not only streamlines operations but also significantly contributes to customer satisfaction and agent well-being.


Common Use Cases

  • Sales Teams: Record lead interest levels, add deal-stage tags, and schedule follow-ups without delay.

  • Support Teams: Document customer issues, escalate unresolved queries, and assign relevant tags (e.g., Billing Issue, Technical Bug).

  • Customer Success: Mark calls as Check-In Complete or Upsell Discussed to track engagement quality.


Example Scenario

A sales agent finishes a call with a potential client who expresses interest in a demo next week. During ACW:

  • The agent selects the Disposition: Follow-up Required

  • Adds Tags: Interested, Needs Demo

  • Sends an SMS: “Thank you for your time. Let’s reconnect next week for the demo.”

This structured process ensures accurate follow-through and helps the team stay aligned on next steps.


Steps to Enable After-Call Work:

1. Log in to your CallHippo dashboard.


2. Navigate to the “Users and Performance” section on the left side of the screen and then click on the Users.




3. Click on the settings icon of the user you want to update or apply changes to.




4. Under the User section, go to "After Call Work" to enable the toggle and set the duration for the ACW screen.




5. If you want to enable ACW for all calls (all call statuses), toggle the "For All Calls" button to the right.

If this toggle is disabled, the ACW will appear only for completed calls.




6. Toggle the "SMS" option to the right-hand side to allow users to send messages to customers. Once enabled, users can send SMS directly from the ACW screen, ensuring quick and efficient follow-ups.



You can enter the SMS content in the box and then click on the ‘send’ icon to send the SMS.


Why Limit the Duration of After Call Work?

While After Call Work (ACW) provides agents the necessary time to document call outcomes and follow up, it’s important to set a reasonable time limit to maintain operational efficiency. In CallHippo, ACW duration can be customized from 1 minute to 60 minutes, allowing flexibility based on your team's workflow.

However, setting an excessively long ACW period can negatively impact performance. Here's why it’s recommended to keep the duration concise:

  • Maintain Agent Productivity: Extended ACW time reduces the number of calls an agent can handle. A shorter duration ensures agents stay efficient while still completing critical tasks.

  • Avoid Missed Calls: While the ACW screen is active, agents will not receive any new calls—this includes incoming calls, power dialer sessions, and CRM-integrated telephony. Keeping ACW brief helps reduce call handling delays.

  • Encourage Focused Task Completion: A defined time window helps agents stay on track while tagging calls, updating dispositions, or sending follow-up messages—without overextending downtime.

By setting an appropriate ACW duration within the 1–60 minute range, managers can balance agent workload, responsiveness, and documentation accuracy.




What is Mandatory Call Tagging?

Mandatory call tagging is a feature in CallHippo’s After Call Work (ACW) that requires agents to select tags and call outcomes before finishing a call. This helps keep call data organized, ensures every interaction is properly labeled, and improves reporting, teamwork, and follow-ups.

To enable Mandatory Call Tagging:

1. Log in to your Dashboard > User > User settings > After Call Work

2. Enable the After Call Work, then tick the box for “Make call tagging mandatory in dialer”. As shown below.



3. After clicking on “Make call tagging mandatory in dialer,” you can select a default tag. Choose one from the available tags, and the selected tag will appear in the dialer by default.

Important information: 

  • You can only add 1 mandatory tag and disposition each.

  • If you forget to add a tag from the dialer screen, the default tag set in the WebApp will automatically appear in the dialer and be reflected in the call logs.


Why Limit the Duration of After-Call Work?

In CallHippo, ACW duration can be set between 1 to 60 minutes. While this gives flexibility, keeping the time short is important for maintaining productivity.

Agents do not receive any calls (including incoming, power dialer, or CRM-integrated calls) during ACW. Limiting the duration helps reduce idle time, avoid missed call opportunities, and keep follow-up tasks focused and efficient.

Steps to set the time limit for the ACW screen for each user:

1. Click on the edit icon of the duration section.


2. Enter the minutes value between 1 to 60, and then click on ‘save’. 


Note: The user will not receive any calls (including incoming, power dialer, or CRM-integrated calls) during ACW.


How Users Can Manage ACW from the Dialer

Once you have enabled the ACW for a user of your account, the user can enable or disable ACW for themselves from the dialer.


Users can enable/disable ACW from the dialer using the below steps:


1. Log in to your CallHippo dialer.


2. Click on the “menu” icon




3. Click on the settings option.




4. Enable or disable the After Call Work as per your requirement.



Restrict ACW Access for Sub-Users

To maintain consistency in post-call processes, CallHippo allows account Owners to restrict sub-users from enabling or disabling After Call Work (ACW) on their own. This ensures that all agents follow the same workflow for tagging, dispositions, and follow-ups—supporting better reporting, compliance, and team accountability.

Steps to restrict the ACW enable/disable feature for sub-users:


1. Log in to your CallHippo dashboard.

2. Click on the settings option visible at the top of the screen.



3. Scroll down and select the “Access Module” option.



4. Toggle the ‘After Call Work’ off to prevent sub-users from modifying their own ACW preferences.




How to use the ACW screen after it is enabled:

Please check the screenshot below to understand all the options that the ACW screen offers:



Difference Between On-Call Notes and After-Call Work

CallHippo offers both On Call Notes and After Call Work features to help users document important information efficiently. Here's how they differ:

  • On-Call Notes: This feature allows you to jot down notes while you're on the call. It's especially useful for capturing key details in real time so that nothing is missed during the conversation.

  • After Call Work: This feature enables you to enter a summary of the call once the call ends. It’s ideal for adding final thoughts, tagging outcomes, or documenting next steps after the conversation has wrapped up.

Both On Call Notes and After Call Work entries are accessible from the Activity Feed, making it easy to review and manage your call records at any time.


Frequently asked questions:


Q: Unable to add and edit call tags and disposition

A: Make sure ACW is enabled for the user and the call was completed; confirm it's not disabled manually in the dialer.


Q: Can sub-users disable ACW from their dialer?

A: Yes, unless the Owner has restricted this in the Access Module by toggling off ACW permissions for sub-users.


Q: Why is my agent not receiving new calls after a call ends?

A: If ACW is active, agents are unavailable for all types of calls during the set ACW duration; consider shortening the duration.


Q: Can I send an SMS to a client immediately after a call disconnects?

A: Yes, you can send an SMS directly from the After Call Work (ACW) screen immediately after a call ends. Simply enable the SMS option in the ACW settings, and the agent 

can compose and send a follow-up message as part of the post-call process.


Q: Follow-up SMS is not sending from the ACW screen

A: Confirm the SMS option is enabled in ACW settings, the number is correct, and the account has SMS credits.


Q: Cannot disable ACW from the dialer menu

A: This setting may be restricted by the account Owner using the Access Module, preventing sub-users from toggling ACW.


Q: Can ACW be enabled for missed or rejected calls too?

A: No, missed and rejected calls do not have the ACW option available.


Q: Agents forgetting to tag or select the disposition

A: Enable “Mandatory Call Tagging” in ACW settings and set default values to prevent incomplete entries.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]