FAQs: Phone campaign audience updates, calling order and call attempts
Tip: Before each calling session, always refresh the campaign audience to make sure the audience is current and accurate.
How is the order for who is called each day determined?
There are two options for how to determine the call order. These can be changed in campaign settings:
- Default: People will be placed in the campaign call list in a random order, but each day will be called in the same order.
- Lock step: Everyone in the campaign will be tried in lock-step order, so that everyone will receive one call before anyone receives a second.
Find out more about using campaign settings to maximise the impact of your phone campaign.
If a target is spoken to, are they removed from the call list automatically?
Yes. Once someone has been reached and spoken to they will be removed from the call list for the remainder of the campaign.
If a caller leaves a message will the target be re-tried?
Yes. If a caller records an outcome of “left a message” and the maximum call attempts has not been reached for that person, they will be returned to the call list the following day.
When does the call list reset?
At midnight each night the call list will reset and anyone who was called but did not answer, had a busy tone, was left a message or who asked for a call back is returned to the call list. If you increase the number of call attempts, people who have been removed as they had reached the previous limit will also be added to the call list overnight.
Is it possible to call the same member twice in the same day?
Once a call has been made to someone, no matter the outcome they will not be contactable again that day within that campaign. But if someone is in the audience for more than one live phone campaign they can be called through another campaign.
Tip: Use phone campaign settings to localise and target within a national campaign to avoid multiple campaigns with audience crossover. Find out more.