An outbound interaction in AutoReach can be classified as either Successful or Unsuccessful:
- A Successful interaction is an activity where you’ve achieved your desired outcome and you no longer want a record to assign any subsequent cadence steps
- Examples: an agent has already scheduled a future meeting on the calendar or spoken with a lead that isn’t currently interested in your product or services, someone that has responded to your SMS messages, etc
- An Unsuccessful interaction is an activity where you have not achieved your desired outcome and you the record to continue to receive subsequent cadence steps where you can attempt to reach that record again
- Examples: agent leaves a voicemail, agent gets to a gatekeeper, a record hasn’t responded back to your SMS message, etc.
When it comes to dialing activities in AutoReach, an agent can mark an interaction as successful or unsuccessful via two different vehicles that are controlled in the Account Settings.
Via Dispositions
Dispositions are outcomes that you can create for your agents’ calls. If you would like to log successful interactions via call dispositions, go to Account Settings and enable Use Dispositions
Once you’ve added dispositions into your telephony platform of choice, you must copy those over into AutoReach verbatim. AutoReach will perform a direct match lookup against your telephony providers existing dispositions so that it knows which calls to deem as Success or Not Success.
Success: The contact will be removed from the list.
Not Success: The contact will continue to be called following the lists associated call cadence settings.
Note for Dialpad Customers Only:
You must have the appropriate Dialpad license to log dispositions inside of the Dialpad application, and leverage this AutoReach-specific functionality. If you cannot log dispositions inside of Dialpad, please skip to the next section titled Via Call Successful Button
To support Dialpad's sub disposition functionality, you’ll need to separate the primary and sub disposition with a “~”. For example, you might have the following created in Dialpad:
Primary: “Next call”
Sub: “Left a voicemail”, “No answer”
Therefore, the following sub-dispositions will need to be displayed inside of AutoReach like this:
“Next call~Left a voicemail”
“Next call~No answer”
Be mindful of any irregular spaces in your spelling. The example shown above has no spaces on either side of the “~” since neither of the dispositions begin or end with a space. Here’s what it’ll look like inside of AutoReach
The dispositions under the Name column header must be verbatim with what you have already configured in Dialpad. Otherwise, the disposition triggers will fail.
To categorize a disposition as successful, checkmark the box under the Success field (see below image). To categorize a disposition as unsuccessful, do not checkmark the box under the Success field (see below image).
Simply click New to create a disposition and define it with your Success criteria.
Via Call Successful Button
Alternatively, you can log a successful phone interaction with our Call Successful button after each call. To enable this method, go to Account Settings and make sure that Use Dispositions is false (unchecked)
After every call against a record, AutoReach will display the Call was successful? button. If selected, AutoReach will make that interaction as successful and cancel all future cadence steps for that record.