Your links

Everything in one place

Bookmark these four - they're your whole toolkit. Keep Twenty and the Dialler open side by side while you work.

The Dialler

Where you make calls

All calling happens in the Dialler. It shows who you're on and has the phone built in - you barely touch it, it just works alongside Twenty.

1. Pick your client - every session

At the top of the Dialler, choose the client you're working. Every call then routes to that client's CRM.

Type your client into the box and pick it. The pink "Working: Flight Logistics" banner confirms every call now logs to that client - glance at it before you dial.

2. Your Lists panel - every list, live

Once your client is set, the right-hand Lists panel shows all of that client's call lists in one place - no hunting through Twenty:

• Live counts - each list shows still to call / total, so you know what's left at a glance.
• A progress bar under each name shows how far through it is, with a green ✓ Done when it's fully worked.
• Click any list to open it in Twenty, ready to Power Dial.
• A filter box to find one fast, and a + New list box to make your own (see Lists & views).

3. Power Dialer - work a whole list

Open a list (from the panel or your Twenty sidebar), select everyone, then start the Power Dialer. It rings through the list one after another - you just talk and tag.

Who you're on - the contact card

As each call connects, the Dialler shows who you're talking to: name, job title, company, email, quick links to their LinkedIn and website, and a one-click Open in Twenty. If they've been called before, it also shows the last outcome of that call (e.g. "Lead Engaged · 3 Jul") so you pick up where it was left. On a brand-new contact there's no last outcome yet - it fills in once a call's been tagged to them.

Open a call list in Twenty (a 📋 view). The Aircall extension reads every number in the list automatically - see “46 numbers found”, bottom-right.

Click that, then Add to Power Dialer. Aircall rings through the whole list one after another - you just talk and tag.

Click-to-call - one-off

Need to ring a single person? Click their number anywhere in Twenty and the Dialler picks it up.

Didn't connect?

No answer or voicemail is normal. Just tag it (No Answer / Voicemail) and move on - Twenty automatically schedules the next attempt and the contact reappears on your Recalls due list when it's due. You never have to remember to try again.

Lists & views

Your call lists

A "list" (or saved view) is just a filtered set of contacts. You work the list, and it shrinks as you go. Some are built for you; you can make your own too.

The ready-made lists

• 📞 New - to call - fresh contacts nobody's rung yet. Your bread and butter.
• 🔁 Recalls due - no-answers that are due another try today.
• 🔥 Hot leads - people who showed interest; chase these first.
• 🕵️ Unknown numbers - numbers we dialled that weren't in the system yet - name them up.
• 🔗 LinkedIn - to work - people added from LinkedIn, ready to call.
• 📋 Campaign lists - named pushes for the client's current campaigns.

Where your lists come from

You don't import data - Ops does. When a client sends new data (from Close, Cognism or LinkedIn), Ops loads it into Twenty and it lands as a named 📋 campaign list in your sidebar, already filtered to the callable contacts. New campaign, new list appears - you just pick it up and work it.

Finding the right list

Campaign lists are named to match the client's Close workflow, right down to the date on the end - e.g. 📋 Trust Hire Sales Mobiles List 2 02/07/26. So a list you're asked to work lines up exactly with what's in Close.

The fastest way to see them all is the Lists panel in the Dialler (once your client's set): every list with its still-to-call / total count and a progress bar - so you can tell at a glance which are fresh, which are part-worked, and which are ✓ Done. Click one to open it in Twenty.

Working a list to zero

Open a list, select everyone, Power Dial. As you tag each call, that contact drops off the list - so the number ticks down to zero. That's the goal: clear the list.

Archiving a finished list

When a campaign is over - or the client moves off that target market - the list should come off your sidebar so it stops getting in the way. You can do that yourself in the Cognism tool (tools.orrjoplatform.com): scroll to the bottom card, 🗄 Archive a list, pick the client, pick the list, confirm.

Archiving does not delete anyone. Every contact keeps their name, number, notes, call history and any opportunity - they simply leave that list, which frees them up to be picked up by a future campaign. Changed your mind? The same card has a ♻️ Restore picker underneath: choose the archived list and it comes straight back with its contacts and columns.

Naming unknown numbers

The 🕵️ Unknown numbers list is numbers we dialled that weren't in the system yet - Twenty saved a placeholder ("Unknown +44...") so the call wasn't lost. Your job is to work out who they are and turn the placeholder into a real contact.

1. Open one - the call's note and recording usually tell you who you reached; if not, search the number or check LinkedIn.
2. Fill them in - open the record and replace "Unknown" with their real name, then add the company and job title. The number's already on there from the call.
3. Clear the "Unknown numbers" label so they leave this list and become a normal contact you can drop into a proper list and work.

Build your own list

Want to group specific people - say 20 you've picked out - into their own named list? You can spin one up in seconds, straight from the Dialler.

1. Check your client is set in the Dialler (the Working: ... banner) - the list gets built for whoever's showing there.
2. On the Lists panel, type a name in the + New list name... box and click Create (or press Enter). Your empty list is made instantly and opens in a new tab.
3. Add your people: in Twenty, tick the contacts you want, then set their Sequence to the same name you just used. That's what drops them into the list.
4. Your list now shows in the Lists panel with a live count of who's still to call - ready to Power Dial.

Prefer a smart filter instead? You can also filter the People table (a job title, a city, "not called yet") and Save it as a view - it appears in your sidebar to work any time.

Tagging calls

Tag every call

The tag is how Twenty knows what to do next - update your pipeline, book a follow-up, or leave someone alone. It's the single most important thing you do, and it's the only admin the system needs from you.

What each tag does

Notes & reporting

Leave a good note

Your note is the account's memory - the next call picks up exactly where you left off. It's also what powers the client's reporting, so a good note is real work, not admin.

How to note

Jot a quick line in the Aircall wrap-up when you hang up, or add a comment on the contact any time. It lands on their timeline with the call.

Calls are recorded

Every call is recorded automatically and the recording lands on the contact's timeline alongside the note - handy for catching a detail you didn't jot down, or for working out who an unknown number was. There's nothing to switch on; it just happens.

The "call back at 4pm" trick

Write a time in your note - call back at 4pm or call back Thursday - and Twenty creates the follow-up task at that exact time, assigned to you. No separate reminder needed.

Notes and the client dashboard

Every client has a live reporting dashboard. Right now it reports the outcomes - meetings booked, leads generated, pipeline - all driven by your tags.

On top of that, we're banking the market intelligence from your notes: what system a prospect uses today, their objections, how warm they were, whether they'd heard of the client. That deeper reporting isn't switched on for everyone yet, but every client is primed for it - so the intel you capture now is ready to light up when we turn it on.

Booking a meeting

When you book a meeting

A booked meeting is the win we report on - so it's worth getting the details right. It's three quick things.

1. Tag the call Answered - Meeting Booked. That creates the opportunity at the Meeting Booked stage and sets it to Upcoming, source Phone, automatically.
2. Set the date & time. Open the opportunity and fill in Meeting Date & Time - so it shows on the calendar and in reporting.
3. Update attendance after it happens. Change Meeting Attendance to Attended once it's done - or Awaiting Reschedule / Cancelled if it didn't go ahead.

Booked another way?

If the meeting came from LinkedIn or email rather than a call, set Meeting Source to match (LinkedIn / Email / Webinar) so the reporting credits the right channel.

Pipeline

Opportunities & stages

An "opportunity" is a prospect in the pipeline. You don't build it by hand - your tags move it - but it's worth knowing what the stages mean.

• Nurture - in the pipeline, not worked yet, or "keep warm".
• Lead Generated - showed some interest.
• Lead Engaged - a real conversation, genuine interest.
• Meeting Booked - the goal. A meeting is set.
• Closed Lost - not going anywhere (not interested / DNC).

Tag Answered - Lead Generated and the opportunity moves to that stage. Tag Answered - Meeting Booked and it jumps to the Meeting Booked stage. You can drag a card between stages yourself too, but tagging does it for you.

Tasks & recalls

What's due, and when

Twenty keeps your day organised for you - the calls you owe show up as tasks, and no-answers come back on their own.

Your tasks

A task like 📞 Call Dana Whitfield is something due. Your follow-ups (from an Answered - Contact Later tag, or a "call back Thursday" note) land here too, assigned to you, at the right time. Calling the person ticks the task off automatically - you rarely close one by hand.

Recalls - the cadence

If someone doesn't answer, Twenty tries again on a set rhythm: every other day, up to 8 attempts - so call, skip a day, call again (roughly Monday, Wednesday, Friday and on). Each time they're due, they reappear on your 🔁 Recalls due list on the right day. When they answer, or hit the 8th attempt, they drop out for good. So a contact "coming back" is the cadence working, not a glitch.

Adding contacts

The LinkedIn Loader

Spotted a solid prospect on LinkedIn? Add them yourself with the Loader - no waiting on Ops. It takes a few seconds and drops them straight into a list to call.

How to use it

1. Open the Loader at loader.orrjoplatform.com and sign in with the team passcode.
2. Pick the client they belong to - same as the Dialler, this decides which CRM they land in.
3. Pick the list to file them under - your client's vertical, or your own "misc" bucket for one-offs.
4. Fill in what you have and submit.

What you can fill in

• LinkedIn URL - the main one; paste their profile link.
• Name, company & job title - who they are.
• Email or phone - only if you already have them; leave blank if not.

Where they go

They're created in the client you picked, filed into a 📋 LI import list (named for the vertical or you), and they show on your 🔗 LinkedIn - to work list, ready to call. If they're already in the system, the Loader updates their record rather than making a duplicate.

Email

Email on the timeline

Your emails show up against contacts automatically, so the whole story of an account is in one place.

• It syncs both ways - emails you send and receive from the client mailbox appear on that contact's timeline, next to the calls.
• You still send from your inbox - Gmail / Smartlead as normal. Twenty logs your email; it doesn't send on your behalf.

Do Not Call

When someone says stop

If a contact asks not to be called, or is clearly a hard no, we respect it immediately - and Twenty makes that one action.

• Tag Answered - DNC on the call. That flags the contact and drops them off every list, permanently - you won't ring them again.
• Same for a corrected number: note the new one and Twenty updates the contact.

Taking someone - or a whole company - off your lists yourself

Don't want to call anyone from a certain company, but they're sitting on one of your lists? You don't need to call them first - switch their Do Not Call on yourself and they drop off every list instantly:

1. In the list, click the + at the far right of the column headers, type "do not", and add the Do Not Call column.
2. To grab a whole company at once, hit Filter and add Company is [their company] so you only see those people.
3. Click a person's Do Not Call cell and switch it from False to True. They vanish from the list the moment you do - you'll see the list count tick down.

When something's off

Quick fixes

Most snags are one of these. If it's none of them, grab Ops.

My call didn't log

Check you had the right client selected in the Dialler when you rang. Give it a minute - it can take a moment to appear. Still nothing? Tell Ops with the number and rough time and it can be sorted.

I called on the wrong client

Fix the banner for your next calls, and tell Ops - a call logged to the wrong client can be moved across.

I can't find a contact

Use the search bar up top - name, company or phone number all work. If they're genuinely not there, they may not be loaded yet (that's an Ops data job).

A contact keeps coming back

That's the recall cadence doing its job - a no-answer returns on Recalls due until they pick up or hit the 8th attempt. Working as intended.

The card isn't showing a "last outcome"

That only appears for people who've been called and tagged before. On a fresh list almost everyone is a first-ever call, so it'll be blank - that's normal. It fills in as the team works through and tags calls.

I made a new list but it's empty

Creating the list just makes the empty list. To fill it, tick your people in Twenty and set their Sequence to the exact list name (the Dialler shows you the name to copy). They appear the moment the names match.

A list name doesn't match Close

It will - lists carry the Close date on the end (e.g. ...List 2 02/07/26). Match on the name including the date and you'll find it. If a campaign was re-run under a few dates, it's one list in Twenty with the latest date.

Who do I ask?

Anything the handbook doesn't cover - data, access, a call that misbehaved - is an Ops job. Flag it and keep dialling; calling never has to stop.