Video Tutorial

What a Campaign Rule Is

A rule is a simple IF → THEN instruction that the CommPeak Dialer applies to a lead:

• IF its conditions are true (for example, the last call ended in No Answer and this has happened 3 times today),
• THEN its actions run (for example, wait 90 minutes before calling again and lower the lead's weight).

Rules are defined per campaign. When a campaign has more than one condition, they are combined with AND / OR logic, so you can be as broad or as precise as you like. Rules are organized into groups (for example, New Leads, Not Interested, Weight Update) purely to keep them tidy — a group can be switched on or off as a whole.

When Rules Run — the Two Engines

Every rule runs on one of two engines. This is the single most important thing to understand about rules, because it decides when a consequence happens.

A rule is scheduled when it has a cron schedule (shown as text like "on 1-th minute on 1-th hour every day"); otherwise it is real-time.

The Lead Lifecycle

The chart below shows how a lead flows through the Dialer and where rules fire. Note the very first step; it is a rule too.

flowchart TD
  A["Lead imported (no status yet)"] -->|"New Lead rule fires FIRST"| B["Status = New Lead"]
  B --> C["Enters the dial pool, ordered by weight"]
  C --> D["Dialer calls the lead"]
  D --> E{"Call result / new status"}
  E --> F["Real-time rules fire"]
  F --> G["Consequences run: change status, add or remove weight, freeze, assign, blacklist"]
  G -->|"Freeze (call_after set)"| H["Lead waits until the freeze time passes"]
  H --> C
  G -->|"Blacklist or final status"| I["Lead is no longer dialed"]
  S["Scheduled (cron) rules run on their schedule"] --> K["Mass update, e.g. daily weight -10, re-check time-based rules"]
  K --> C

Meet the Example Campaign: Horizon

To make every rule concrete, this guide follows one example campaign throughout.

Horizon is an online course provider. People who ask about a course become leads, and agents call them to help them enroll. We will follow five of them:

Every rule below is illustrated with one of these five.

Anatomy of a Rule

To view a campaign's rules, go to Leads & Campaigns > Campaigns, find the campaign, click Frequent in the Actions column, and select Rules. Click + Expand All to open every group.

Each rule has four parts: a name, an active / not-active indicator, its conditions, and its actions.

• Rule conditions activate the rule. With more than one, AND / OR logic combines them.
• Rule actions define what happens when the conditions are true — anything from a weight change to a status change.

Lead Weight and the New / Online / Regular Bands

Every campaign lead carries a weight (a number). Weight does two jobs:

1. It sets dial priority - when a group dials by highest weight, heavier leads are called first.
2. It groups leads into bands that many rules test against:

Weight is not fixed. Scheduled rules lower it over time so leads naturally age from Online → New → Regular, and real-time rules nudge it after each call (a good outcome can raise it, a dead-end lowers it). You will see exactly this in the How Leads Age example.

Worked Examples

These five examples use the real rules from a standard Horizon-style campaign. Read them in order — together they show almost every Light condition and action.

1. David — the New Lead Nobody Answers

David is a fresh lead (New band). He does not pick up. Three rules in the New Leads – NA & VM group handle this, escalating the wait each time:

So David is retried quickly at first, then the Dialer backs off as it becomes clear he is not answering right now — without ever giving up. (A parallel New Leads – BUSY group does the same for Busy results.)

2. Sofia — the Hot Lead

Sofia just submitted the form and is flagged online, so her weight is above 10000. The Online Leads group treats her far more aggressively:

Because her weight is high, Sofia also sits at the top of the dial queue — she is called before David.

3. Maria — from Call-back to Enrollment

Maria answers. Two moments in her journey are driven by rules.

She books a call-back: the agent sets the General Meeting status. The Scheduled Meeting group reacts:

• General Meeting → turn permanent assignment off, ratio-lock off, freeze 3 days (so she is called back around the agreed time, by any available agent).

She enrolls: the agent sets Deposit. The General Statuses group closes her out:

• Deposit / Do Not Call → reset freeze, freeze 365 days, and add her phone to the blacklist so she is never auto-dialed again.

4. A Lead Who Keeps Declining

When a lead says no, the Not Interested group escalates the freeze so you stop wasting calls but keep the door open:

Dead-end statuses are handled once and for all elsewhere: Invalid Phone, Language Barrier, Underage, Wrong Person (Tom's case) all freeze 365 days, and Failed To Connect nine times in a row is automatically changed to Invalid Phone.

5. How Leads Age (the Scheduled Engine)

This is the scheduled engine at work. In the Weight Update group:

Day by day, David's weight falls until he crosses from New into Regular - at which point the Regular Leads rule takes over (a longer 110–130 minute wait between calls). No one moves him by hand; the rules age him automatically.

Condition Reference — Light

These are the conditions used in a standard campaign. Each is the IF side of a rule.

Action Reference — Light

These are the actions used in a standard campaign. Each is the THEN side of a rule.

Advanced Conditions and Actions

Beyond the everyday set above, the Dialer supports many more building blocks for specialized workflows and integrations. Most campaigns never need these; they are listed here for completeness. If one fits your use case, contact support to configure it.

Advanced Conditions

Advanced Actions

Status → Behavior Cheat Sheet

What a standard campaign does for each common status, at a glance:

How to View Your Campaign's Rules

1. Go to Leads & Campaigns > Campaigns. Stay on the Campaigns tab or open All Campaigns.
2. Expand the group with the campaign, or click Expand All.
3. At the end of the campaign's line, click Frequent in the Actions column.
4. Select Rules.
5. On the page that opens, rules are organized into groups. Click + Expand All to open them, or + to open one group.

Related Guides

• Campaigns Management
• Customizing Campaigns.

Getting Help

Submit a support ticket or contact your account manager to review or change your campaign rules.