In modern sales, Speed to Lead is the most critical metric. Research shows that your chances of qualifying a lead are 100x higher if you contact them within 5 minutes versus 30 minutes. Call Bridging is designed to make that contact happen in seconds, not minutes.
Where to find Call Bridging
Call bridging now lives inside the Call Centre (not Settings). Open Calls from the sidebar and switch to the Live Bridging tab. From there you can manage:
- Presets — bridging rule cards (routing, whisper, greeting, fallbacks)
- Live Queue — currently active bridge attempts
- History — every past bridge attempt with outcomes
- Client defaults — fallbacks used when a preset has no overrides
How Call Bridging Works
Call Bridging automates the connection between a digital lead and a human conversation. Here is the step-by-step lifecycle of a bridged call:
- The Trigger: A lead takes an action. This could be submitting a "Request a Callback" form on your website, clicking an ad, or reaching a specific point in an automation.
- The Rep Call: Myra immediately places an outbound call to your sales team (or a specific "Rep Group").
- The Whisper: When a sales rep answers, they hear a private "Whisper Message." For example: "New high-value lead from the Website. Name: Sarah. Interest: Premium Plan. Press 1 to connect."
- The Bridge: If the rep presses 1, the system immediately dials the lead. While the lead's phone rings, the rep hears a professional greeting or hold music.
- The Conversation: Once the lead answers, the two parties are "bridged" together. To the lead, it feels like they filled out a form and their phone rang instantly with a helpful expert on the line.
Configuration Options
1. Rep Routing Strategies
Choose how your team is notified:
- Simultaneous (Blast): Every rep in the group's phone rings at the same time. The first person to answer and press 1 gets the lead. (Best for high-urgency teams).
- Sequential (Round Robin): The system calls Rep A. If they don't answer within 15 seconds, it calls Rep B, and so on. (Best for fair lead distribution).
- Weighted: Give your top-performing reps a higher priority in the queue.
2. Whisper & Greeting Scripts
Customize the experience for both sides:
- Whisper Script: Use dynamic tokens to give the rep context. "Lead from {{contact.source}} is asking about {{contact.custom_field_interest}}."
- Lead Greeting: What the lead hears while the system is connecting them. "Please stay on the line while we connect you to an expert."
3. Fallback Logic
What happens if nobody answers?
- Voicemail: Send the lead to a specialized "Missed Bridge" voicemail.
- SMS Backup: Automatically text the lead: "Sorry, our team is currently on other calls! We'll call you back in exactly 10 minutes."
- Task Creation: Create a high-priority "Call Back" task for the lead owner.
Technical Requirements & Compliance
- A2P 10DLC: Ensure your workspace phone numbers are fully registered to prevent outbound calls from being flagged as "Spam Likely" by carriers.
- Recording: You can enable automatic recording for bridged calls. Ensure you have the appropriate "This call may be recorded" disclosure in your greeting to remain compliant with local laws.
- Caller ID: You can choose to show the lead's original phone number to the rep, or your business's main office number.
Best Practices for Success
- Train Your Team: Ensure your reps know that when they hear the whisper, they need to be ready to sell. There is no time to "look up the file"-the info they need is in the whisper.
- Short Timeouts: Don't let a lead wait on hold for 60 seconds. If a rep doesn't answer within 15–20 seconds, move to the fallback.
- Match the Schedule: Only trigger call bridges during your business hours. Use an "If/Else" condition in your workflow to send an SMS instead of a call bridge if a lead submits a form at 3 AM.
Frequently Asked Questions
Does this work with international numbers? Yes, but ensure your plan includes international calling credits and that your "Rep Group" can receive calls from the countries you are targeting.
Can I bridge to a mobile phone? Absolutely. The system calls the phone number associated with the User's profile, whether that is a landline, a mobile, or the Myra mobile app.
What if the lead's phone goes to voicemail? The system is smart enough to detect most voicemail "beeps." If it detects a voicemail, it will terminate the bridge and log it as a "Missed Connection."