UFG Works Rep Guide -> Daily Workflow

Daily Workflow

Set up correctly, work the queue, and keep the calling block clean.

This page is the operating loop for a normal rep day. It covers workstation setup, what stays open on screen, and how to move through the queue without creating clutter.

Workstation Setup

Physical Setup

  • Use a laptop or desktop with power connected.
  • Prefer two screens when available: Pipedrive on one, Aircall on the other.
  • Use a stable USB or wired headset.
  • Work from a quiet environment with noise and popups minimized.

Aircall App Setup

  • Keep the Aircall desktop app open during calling blocks.
  • Log in before the block starts and verify your status.
  • Confirm the right mic and speaker inside Aircall.
  • Aircall is the connected dialer and wrap-up surface, even though calls are launched from Pipedrive.
  • Do not close or refresh Aircall before tagging wrap-up is finished.

What Stays Open

Aircall Desktop App Your connected calling engine and post-call wrap-up surface.
Pipedrive Activities Your actual work queue and where calls are initiated.
Lead / Org / Person Your context surface while calling.
Minimal noise Close distractions and random tabs.

Day Rhythm

Start of day

Open Aircall, open Pipedrive activities, verify audio, and start with what is due. Do not start by browsing random leads.

During calling blocks

Work from activities first. Use the lead and organization to understand the account, then click-to-call from Pipedrive while Aircall handles the live connection.

After a useful call

If you learn a real human name, title, or email, make sure that person gets created or updated under the right organization.

End of day

Check for untagged calls, activities still due today, and any booked meetings that still need a calendar invite or contact cleanup.

How To Work The Queue

Important queue rule
There should only be one open human activity per lead. If the team leaves multiple open calls or emails on one lead, the Leads Inbox will keep showing the oldest overdue item, which is why reps used to see Yesterday even after they had already called.
1. Start from activities

Calls, emails, meetings, and tasks are the queue. Activities tell you what to do now.

2. Use leads for thread context

The lead shows the current sales thread, notes, status, and next-step history.

3. Use the organization for account facts

Website, main line, general inquiry email, address, region, and account tier all live on the organization.

4. Use the person only for a real human

People are real contacts, not placeholders. If no real person is known yet, an org-only lead is acceptable during contact discovery.

What reps should stop doing
Do not leave extra placeholder calls open just to remember what happened. Use the Aircall tag, the activity note, and the real next step. If you need an email next, let the system create the email activity. If you need a call next, let the system create the call activity.
Do not browse from memory
Reps should not invent the next step from scratch every time. Work from the queue first, then use the record pages for context.

Before The Call

Check the lead
Confirm owner, last note, and why this follow-up exists.
Check the organization
Verify company name, main line, website, and general contact path.
Check the person if one exists
Review the real contact's title, email, direct line, and prior notes.
Know the fallback
If you only have the front desk or main line, that is still a valid UFG account-first starting point.

Connecting The Call

Start from Pipedrive

Know who you are calling, why you are calling, and what happened last time. The rep should start from the activity, lead, org, or person record in Pipedrive.

Click-to-call from Pipedrive

Use the phone link or call action in Pipedrive. The active call then hooks into the open Aircall desktop app.

Use Aircall for the live call and wrap-up

Once the call starts, stay in Aircall for the live conversation, tag selection, and post-call notes.

Let the system clean the queue after the tag

Once the rep tags the call, the background reconciler closes the current activity, creates the single correct next step, and sweeps away stale duplicate activities so the lead does not keep showing an old overdue date.

Verify audio before a long block

If devices changed, test before you start dialing.

Do not close Aircall before wrap-up

You need the post-call screen to tag the call cleanly.