Short answer
DialerDay recognizes the caller as a lead and finds the campaign that dialed them last. That campaign's inbound route decides: follow the dialed number's own routing (the default), ring chosen agents, ring a ring group, or forward. Business hours and IVRs on the number still come first. If nobody answers, the lead can get a text back and jump the dial queue.
Outbound calls create inbound calls. A lead misses your call, sees the number and calls it back, often minutes later. That callback is one of the warmest calls you'll get, so it should reach the right person.
How the call is routed
When a call comes in, DialerDay checks in this order:
- Call tracking: if the number belongs to a tracking campaign, its routes apply.
- IVR: if the number runs an IVR, the IVR decides.
- Business hours: if the number is closed (hours or a holiday), the caller goes to voicemail or the after-hours forward number.
- The lead's campaign: if the caller is a known contact, the campaign that dialed them last can route the call.
- The number's own action: ring everyone, chosen agents, a team, a ring group or voicemail.
The campaign's inbound route
In the campaign settings:
| Route | Who the returning lead reaches |
|---|---|
| Follow the number (default) | Whatever the dialed number does for any caller |
| Chosen agents | Specific agents, such as the campaign's closers |
| Ring group | A ring group, with its strategy, queue and overflow |
| Forward | An outside number |
This is useful when one pool of local-presence numbers serves several campaigns. Leads from the Medicare campaign reach the Medicare team, and solar leads reach solar, even though they called the same kind of number.
Make sure they can call back
- Same number on every attempt: turn on *Same number for a lead on every attempt*, so a lead always sees, and can return, one consistent number.
- Branded caller ID helps leads recognize you before they decide to call back.
If nobody answers
- Missed-call text back: send the company's text, the campaign's own, or none. For example: "Sorry we missed you, when's a good time?"
- Jump the queue: a missed inbound call can move the lead to the front of the dial queue, so the next free agent calls them straight back.
- Notifications: pick campaign members to be emailed when a lead texts in or leaves a voicemail.