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Redialing Rules

Here's what you need to know

Managing Redialing Rules

Purpose: To limit how many times you call a customer, you can use the redialing rules, which are controlled by two important fields:  Max Communications Per Contact and Max Communications Per Phone Number.

These settings are particularly useful as contacts can now have multiple phone numbers.

For example, you can set a limit to ensure you don’t contact a single customer more than five times, and if they have multiple phone numbers, each number can only be called three times. This feature helps prevent over-contacting a customer while maintaining a balanced outreach strategy.

Step 1: Define Max Communications

Purpose: Set limits for how many times a contact can be called:  
  • Max Communications per Contact: Total attempts per customer.  
  • Max Communications per Phone Number: Total attempts per phone number for contacts with multiple numbers.  

Step 2: Adjust Redialing Rules

  1. Navigate to the "Redialing Rules" section.  
  2. Define which actions happen based on call outcomes.
  3. Customize additional actions based on outcomes.
  • Example of outcomes for a hypothetical Payment Reminder Campaign:
    If the customer would like to pay and transfers to our Billing Department, mark the call as resolved. If the customer does not answer the phone call, redial or try next number.
  • Example of action: After a voicemail, retry in 10 minutes or try a different phone number.