How to use SMS Redialing Rules

1. Creating a New SMS Redialing Rule

1. Navigate to Outreach
   • From your dashboard’s left sidebar, click Outreach, then select the Redialing tab at the top.
2. Click “Create Redialing Rule”
   • A form will appear where you can define parameters for this SMS rule.
3. Fill Out the Required Fields
   • Name: A descriptive label for the rule (for internal reference only).
   • Max Communications per Contact: The maximum number of times Gail should text a single contact in one campaign.
   • Max Communications per Phone Number: The maximum number of SMS messages Gail should send to each phone number for that contact.
4. (Optional) Outcomes & Actions
   • Define outcomes to handle different SMS scenarios (e.g., “Interested,” “No Reply,” “Opted Out”).
   • Each outcome can trigger actions (e.g., Resend, Try Next Number, Resolve) with a set delay.

2. Defining Outcomes

Under Outcomes (optional), you can list scenarios or end states that may result from texting a contact.

1. Outcome Name
   • A short name identifying the outcome (e.g., “Interested”).
   • This is only for visibility and reporting.
2. Definition
   • A brief description clarifying the outcome (e.g., “Customer replied asking for more info”).

Tip: Add multiple outcomes to track different SMS scenarios, such as “No Reply,” “Opted Out,” or “Converted.”

3. Setting Actions for Each Outcome

Under Actions, decide how Gail should respond when an SMS outcome occurs:

1. Outcome Name
   • Select which outcome the action applies to (e.g., “No Reply,” “Interested,” etc.).
2. Action
   • Resend: Gail will re-send the SMS after a set delay (if within limits).
   • Try Next Number: Gail will stop texting the current number and try another one listed for that contact.
   • Resolve: Gail will mark the contact as resolved and end further SMS outreach.
3. Delay in Minutes
   • The time Gail should wait before performing the action.
   • Example: Wait 15 minutes before sending a follow-up SMS if no reply was received.

Note: If Resend or Try Next Number actions exceed your max communication limits, Gail will not send additional texts.

4. Saving and Applying the Rule

1. Save SMS Redialing Rule
   • After setting outcomes and actions, click Save Redialing Rule.
2. Apply to a Campaign
   • Go to your Campaign settings and select the SMS redialing rule.
   • This ensures Gail follows the configured attempt limits and outcomes for each SMS in that campaign.

5. Best Practices

1. Use Descriptive Names
   • Clearly label SMS rules and outcomes for easy identification.
2. Avoid Message Fatigue
   • Keep max communications reasonable; too many texts can frustrate customers or cause compliance risks.
3. Tailor Outcomes to Your Workflow
   • Define outcomes that reflect your SMS workflow (e.g., “No Reply,” “Interested,” “Not Interested,” “Converted”).
4. Stay Compliant
   • SMS has strict regulations under TCPA and carrier guidelines. Always respect opt-outs and avoid excessive messaging.
5. Monitor & Adjust
   • Review SMS performance in your campaign reports. Refine your redialing strategy based on reply rates and conversions.

Conclusion

SMS Redialing Rules in Gail let you automate how many times to text each contact, how to handle specific outcomes, and how long to wait before sending again. By configuring these rules thoughtfully, you improve campaign efficiency, prevent over-messaging, and provide a better customer experience.