Overview
You can build a dialing session from your agent contacts, the same way you would for buyers or leads.
Before the session starts you set the dialing mode, the script, the number you call from, an optional voicemail drop, and which contacts to exclude.
Steps
Step 1: Open your agents
Hover over the left panel, go to Contacts, and click Agents.
Step 2: Select who you want to call
Select the agents for this session.
A saved filter is the quickest way in if you regularly call the same group.
Step 3: Open the Actions dropdown
Once you have made your selection, the Actions dropdown appears. Click it.
Step 4: Click Add to Triple Line Dialer
Click Add to Triple Line Dialer.
Step 5: Choose your dialing mode
Connect First — the agent connects instantly
Answering Machine Detection First — the system screens for an answering machine before connecting
Step 6: Choose your script
Select the script for the session. This is required — you cannot start a session without one.
Step 7: Set the abandoned call threshold
Set how many seconds before a call is treated as abandoned.
Step 8: Choose the number you are calling from
Select the number the session dials from.
Step 9: Set up a voicemail drop
Turn on automated VM drop if you want one, then either:
Select an existing audio recording
Upload a new one
Record a new one here
Step 10: Set your exclusions
Exclude contacts you do not want dialled, by:
Phone type
Phone status
Last call outcome
Step 11: Accept and continue
Accept the terms and conditions, then click Continue to start the dialer.
Important Notes
The setup is identical across contact types. Agents, buyers, and leads all use the same dialer settings — only the contact list you start from changes.
Save a filter for the agents you call regularly. Rebuilding the same selection before every session is wasted effort.
Excluding by last call outcome stops you re-dialling agents you have just spoken to. On a small agent list this matters more than on a large seller list, because the same people come round quickly.
Consider whether triple line is right for agents at all. Agent lists are usually short and the relationships matter — a dropped call to an agent you want to work with costs more than one to a cold seller lead.
Answering Machine Detection First saves your caller's time but adds a moment before connecting. Connect First is faster but your caller picks up the voicemails themselves.
The abandoned call threshold set here is what produces the abandon rate you see in your reports.
Troubleshooting
The Actions dropdown is not showing
Select agents first. It appears once you have a selection.
You are calling the same agents repeatedly
Exclude by last call outcome before starting the session.
Your callers are hitting a lot of voicemail
Switch the dialing mode to Answering Machine Detection First.
Your abandon rate is climbing
Check the abandoned call threshold, and consider using the single line dialer for a short agent list.
You cannot start the session
Check you have chosen a script, set the abandoned call seconds, and selected a calling number — all three are required. Then accept the terms and conditions before clicking Continue.
You want the same group next time
Save the filter rather than reselecting.
Related
How to Add Buyers to the Triple Line Dialer — the same process for buyers
Single Line vs Triple Line Dialer — choosing the right dialer
How to Check Your Dialer Abandon Rate — the number the threshold here produces
Summary
You built a triple line dialing session from your agents. You went to Contacts → Agents, selected the agents you wanted, and used the Actions dropdown to Add to Triple Line Dialer. You set the dialing mode — Connect First or Answering Machine Detection First — chose your script, set the abandoned call threshold and the calling number, optionally set up an automated voicemail drop, excluded contacts by phone type, phone status, and last call outcome, then accepted the terms and clicked Continue.