What is Progressive Dialer?

CallHippo's Progressive Dialer helps your team track every call attempt made to a contact. It shows which contacts have been dialed, how many times, and what happened on each attempt. so no lead is ever missed or over-called.


Note: The Progressive Dialer is available only if your CallHippo plan includes the Auto Dialer feature. Contact your account manager if you do not see it.

How to Access the Progressive Dialer

You can open the Progressive Dialer in two ways:


Option 1 - From the sidebar:

  1. Click the Auto Dialer icon on the left sidebar
  2. A dropdown menu will appear
  3. Click Progressive Dialer


Option 2 - From the search bar:

  1. Click the Search bar at the top of the page
  2. Type "Progressive Dialer"
  3. Select it from the results under Auto Dialer


Step 1: Add a Campaign List

Before you can start dialing, you need to load a contact list into the Progressive Dialer. There are two ways to do this.


Option A - From the Progressive Dialer page:

  1. Click the Add Campaign List button on the top right


  2. A popup will appear - fill in the following:
    • Select List - choose from the dropdown (searchable)
    • Campaign Name - enter a name for this campaign
    • Allocation - select Users or Teams
    • Assignee - select who this campaign is assigned to
    • From Number - choose the number calls will be made from
    • Call Disposition - select a disposition which you want the agents to use while working on the created campaign (optional)
  3. Click Submit


Option B - From the Lists module:

  1. Go to Auto Dialer → Lists


  2. Find the list you want to use


  3. Click the Run / Start action button


  4. Select Progressive Dialer from the options


  5. You will be taken to the Progressive Dialer campaign creation page where you will need to enter all the required details and click on submit to create the progressive dialer campaign.


Note: When a new list is loaded, all contacts start fresh as New Lead. Any previously loaded list is not deleted, you can switch back to it anytime using the filter.


Step 2: Understanding the Progressive Dialer View

Once your list is loaded, you will see a table with all your contacts. Here is what each column means:



Column
 What it shows
Date Added
 When the contact was added to the list
Phone Number
 The number that will be dialed
Contact Name
 Name of the contact
CRM ID
 Links to the contact in your CRM. (Shows for CRM uploads)
Lead Disposition
 Disposition tagged on the last call
Agent Name
 Agent who last called this contact
Call Status
 Status of the last call, or In Progress if a call is live
Attempt
 Current attempt stage (visible in All Leads tab)
Actions
 Call icon to place a call instantly
Remove From List
 Mark as Complete button



Step 3: Understanding the Attempt Tabs

At the top of the Progressive Dialer, you will see a row of tabs:

All Leads → New Lead → Attempt 1 → Attempt 2 → … → Attempt 10


Here is how they work:

  • All Leads - shows every contact across all stages. This is your master view.
  • New Lead - contacts that have been added but not called yet.
  • Attempt 1 to Attempt 10 - contacts move here after each call is placed.

A contact moves to the next attempt tab every time a call is placed to their number from the Progressive Dialer from the CallHippo dialer.


Important: The tabs do not update in real time. After a call is placed, refresh the page to see the contact move to the next attempt stage.


Step 4: Placing a Call

  1. Find the contact you want to call in the table
  2. Click the call icon in the Actions column


  3. On your first call, you will be asked to choose:
    • Web Dialer - The dialer opens in the new tab
    • Desktop App - places the call via the desktop application
  4. CallHippo remembers your choice you will not be asked again for the next calls
  5. The call is placed automatically on the contact's number from dialer.


Web Dialer users: All subsequent calls open in the same tab no new tabs are created each time.

A few important rules about attempts:

  • Attempts only update when you use the call icon in the Progressive Dialer (click-to-call). Manually dialing the number from the dialer will not move the contact to the next attempt stage.
  • Incoming calls do not count as an attempt either. Only outbound calls placed via the call icon are tracked.


If a call is already active:If you click the call icon while another call is already in progress, you will see this message: "There's already an active call. Please hang up before starting a new one." You must end the current call before placing a new one.


Step 5: Marking a Contact as Complete

When you are done with a contact and want to remove them from the list, mark them as complete. This removes the contact from all Progressive Dialer lists they appear in.

You can do this in 3 ways:

Way 1 - Directly from the table:

  • Click the Mark Complete button in the contact's row



Way 2 - After a call, if ACW is ON:

  • After the call ends, the ACW screen will show a checkbox
  • Check "Mark this lead as completed and remove from Progressive Dialer list"



Way 3 - After a call, if ACW is OFF:

  • After the call ends, the option appears on the post-call rating screen
  • Select it to remove the contact


Note: If the same phone number exists in two different lists, marking it complete will remove it from both lists.


Step 6: Switching Between Lists

If you have multiple lists loaded in the Progressive Dialer, you can switch between them at any time.

  1. Click the campaign filter dropdown at the top of the Progressive Dialer page
  2. Select the list you want to view
  3. The table updates to show that list's contacts and their attempt stages

Your progress on each list is saved independently. Switching to a new list does not affect the other.


Tips & Things to Know

  • Duplicate numbers across lists - if the same number appears in two lists and a call is placed, both entries move to the next attempt stage automatically.
  • CRM ID - If the campaign's list came from HubSpot, Salesforce, or any other supported CRM, clicking the CRM ID will take you directly to that contact in your CRM.
  • Lead Dispositions - Dispositions shown here are the same ones configured in your CallHippo Global Settings.
  • Search - Use the search bar on the All Leads tab to find a specific contact by name or number.
  • Edit/Update Campaign - The created campaign can be edited/updated if needed by clicking the pencil icon at the top of progressive dialer page.