Calling and workflow
Configure rules, calling queues, and dispositions
Route contacts predictably from intake through caller follow-up and sales.
Rules connect events to workflow changes
Settings → Rules includes Salesperson Assigned → Lead Status, Appointment Result → Lead Status, Call Disposition → Lead Status, Lead Status → Call Queue, and Event → Lead Status. Event rules can also move a lead into a queue.
Create the target stages and queues first. A rule that changes a stage may also trigger a status-based automation, so review the combined behavior.
Design each queue
Calling queues support regular/super types, active status, all-day or specific calling times, weekend use, status/source/type filters, callback and DNC filters, age/last-call/attempt filters, sorting, and call frequency limits. Overflow can route leads to another queue.
A queue is a selection policy; it does not guarantee every lead appears. Use filters that reflect the team’s actual process and avoid unlimited retries without a clear reason.
- Name the queue after its purpose, such as New Inquiries or Due Callbacks.
- Set operating windows and weekend choices.
- Choose status, source, prospect/customer, and callback filters.
- Exclude contacts that should not be called and set sensible attempt limits.
- Set sorting so the appropriate contacts appear first.
- Test with sample records that should match and should not match.
- Add overflow behavior only after the destination queue is tested.
Make dispositions actionable
Dispositions can take no action, schedule a callback, set an appointment, mark DNC, or mark invalid. Callback dispositions have day/hour timing. Use labels that callers understand, and map outcomes to lead stages where needed.
A DNC outcome should prevent further inappropriate outreach; verify queue behavior with a test record instead of assuming every filter handles it.
Test one transition at a time
Write down the before/after expectation for each rule. For example: recording a won appointment result should move the lead to Sold, then remove it from a prospect calling queue. Check the saved lead and queue after the event. Avoid creating competing mappings that send the same record in different directions.
Keep going
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