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Manual Actions keep all your team’s pending phone calls and SMS messages organized in one place. Instead of automating these touchpoints, Manual Actions queue them so a person can complete them at the right time — ideal for personalized outreach that needs a human touch. Access Manual Actions by going to Conversations → Manual Actions at the top of the page.

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Manual Actions overview

Manual actions list
The list shows all queued actions with these columns:
ColumnDescription
ContactsThe contact assigned to the action
WorkflowThe workflow that created the action
Assigned ToThe team member responsible
TypeManual Call or Manual SMS
StatusCompleted or Queued
Date AddedWhen the action was created

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Filter by workflow

Click the Search Workflow dropdown to see actions from a specific workflow. Each workflow may require different types of actions.

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Filter by assignee

Click Select Assignee to view actions assigned to a specific team member — useful for managers reviewing their team’s queue.
If you see “No Manual Actions” for a user, it means all their queued tasks are complete.

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Starting manual actions

1

Click Let's Start

Click the Let’s Start button to begin working through the queue. You are taken to the first contact’s details page.
Start manual actions
2

Or jump to a specific contact

Click the contact’s name to go directly to their record and take action.
3

Complete the action

  • Manual SMS — compose and send a text immediately or schedule it.
  • Manual Call — click the dialer icon to call the contact directly.
4

Continue the queue

After completing an action, the system automatically moves to the next contact in the queue.
Manual actions SMS

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Deleting a manual action

If a manual action was created by mistake, click the trash icon next to it to remove it from the queue.

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Manual calls

Manual Call Actions let you queue contacts for personal phone outreach from a workflow.

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Setting up a manual call workflow

1

Create or open a workflow

Go to Automation → Workflows and create a new workflow or open an existing one.
Manual calls workflow
2

Add a Manual Calls action

Click + Add Action, search for Manual Action, then select Manual Calls.
3

Name and save the workflow

Give the workflow a descriptive name, then publish and save it.
4

Add contacts to the workflow

Go to Contacts, select one or more contacts, click Trigger Automation, choose the workflow, set the bulk delivery method, and click Add to Automation.
Manual calls trigger
5

Start the calls

Return to Conversations → Manual Actions. Your queued calls appear. Click Let’s Start — the system dials the first contact automatically.
Start manual calls
After each call completes, the system automatically dials the next contact in the queue, keeping your workflow efficient.

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Viewing manual actions in the dashboard

The Hoop dashboard includes a manual actions widget showing:
  • Total pending actions
  • Breakdown of pending calls vs. pending SMS
Use this widget to stay on top of your team’s outstanding tasks at a glance.
Last modified on March 4, 2026