Short answer
First, inbound callers waiting in the queue, then callbacks that are due. Within the campaign: leads that jumped the queue, then leads still owed their minimum calls, then the earliest cadence step. After that, the queue priority score, then tag rank, then lead age, mobiles before landlines, and finally the time each lead became due.
Dial order is one of the most important things a dialer gets right or wrong. Call the wrong lead first and hot leads go cold while agents work through stale ones. Here's exactly how DialerDay decides.
Before the campaign queue
Each time an agent's dialer asks for work, it checks two things first:
- Inbound callers waiting in the queue. A person on hold waiting for an agent always comes first.
- Callbacks that are due. The ones this agent booked come first, wherever they're dialing. Then other agents' callbacks once their grace period has passed. See how scheduled callbacks work.
The campaign queue, in order
Only leads that are callable right now, and by this agent, are considered. The dialer then sorts them by each of these in turn. Each rule only breaks ties left by the one above it.
| # | Sort by | Why |
|---|---|---|
| 1 | Queue jumpers first: missed-call callbacks, double dials | A lead who just called you, or a no-answer worth one more ring, shouldn't wait. |
| 2 | Lead owner (owner-first and owner-only campaigns): the agent's own leads first | Reps work their own book first. |
| 3 | Owed a minimum: leads still short of their daily, weekly or monthly minimum calls | Minimums are a promise. See call frequency. |
| 4 | Cadence step: the earliest step first (step cadences only) | New leads in step 1 before older leads in later steps. |
| 5 | Queue priority score, highest first | Your priority rules plus the weighted lead score. |
| 6 | Rank: workflow priority, then GoHighLevel tag or CRM list order | The order you gave your sources. |
| 7 | Within the step: least contacted, or newest, as the step says | Each step's own sort. |
| 8 | Lead age: newest or oldest first, if the campaign sets it | Work fresh leads or the backlog. |
| 9 | Furthest behind their minimum pace | Spreads calls evenly. |
| 10 | Mobile numbers before landlines | Mobiles answer more and can be texted. |
| 11 | Due time, then the order leads were added | The final tie-breaker. |
What's filtered out first
Before sorting, the dialer drops any lead that:
- is on your DNC list, has call do-not-disturb on, or has an invalid number,
- is outside its calling window, operating days or holidays, in its own time zone,
- is outside its GoHighLevel location's work hours,
- has an exclude or skip tag, or lacks a required *only dial* tag,
- has reached a maximum calls per day, week or month,
- is being dialed in another campaign, or is on any live call,
- isn't due yet (retry delay or step cooldown),
- is outside the current step's lead-age window,
- lacks the consent the campaign requires.
See it before you dial
Settings → Queue priority has a preview. Pick a campaign and it ranks the real due leads with your unsaved changes, showing each lead's score and the rules it met. Nothing is dialed. Each campaign also shows the next few leads under up next.