The below steps are the general order of operations when it comes to building a list which you’ll rinse and repeat. We’ll cover these in more details as you progress through the user guide

Step 1: Build a list and configure your list settings
Step 2: Apply a cadence
Step 3: Add records (aka members) into a list

Create a List

Click New to create a list
The Name and Description fields allow you to uniquely identify the list that you’re building
Set a limit on Attempts Per Agent to control how many call records are shown in an agent’s view at any given time

List Options

Dynamic

This will automatically add and remove leads based on a criteria of field rules that you predefine

Once you’ve set the criteria for your dynamic list, contacts are automatically added and removed as they meet or fail to meet the predefined criteria. The advantage to having this type of list is that your lists are consistently updated.

For example, say you have an existing call list for prospects on the West coast. If a prospect in that list now resides on the East coast, that prospect will automatically be removed (powered by CRM data).

Note: If you don’t select the Dynamic checkbox, your list will be static and will require you to manually add or remove contacts one-by-one

Static lists are used when you don’t want a list to be automatically updated via a defined criteria. This type of list is a great use case for field marketing event registrations (ex conferences, happy hours, etc.)

For example, if you want to create a call campaign to remind attendees that an event is taking place next week and also use that same list for a follow-up call

Multiple agents

This setting allows multiple users to work off of the same list. Select this box if either of these are true:

You are a Supervisor/Admin and assigning this list to agents
More than 1 agent will be assigned to this list

Lead Routing Enabled

This is another key concept to understand that determines how records will be distributed and calls:

First-come, first-serve: This is the default when the Lead Routing Enabled field is unchecked. Records will be distributed to agents on a first availability basis. As a result multiple agents can potentially call a single record during different steps of the campaigns.
Lead Routing (aka record ownership): records will be assigned to a single agent in a Routing Group and only that agent will be able to call that record for the duration of the list cadence. This is a great option if you want to have consistently in who calls that record.

Routing Groups are sets of agents that have been grouped together in AutoReach for bulk record distribution. Routing groups allow you to control settings for all the grouped agents such as:
- Weighting the amount records each agent in the group should be assigned
- Associating skills to all agents in the group. This is an efficient way to tag multiple agents with the same skill.
  
  Check this box if you want Lead Routing to be enabled. You can learn more about Lead Routing in this section

Recalculate only unstarted cadences for routing groups:

Lead routing groups have the ability to be recalculated.This means AutoReach can take the records not yet entered into a cadence (the scheduled plan of outbound touch-points that a record will receive in a specific list) and redistribute them. One might consider this if new agents are added to a routing group or if agents are out on PTO. Enabling (checking the box) this setting will only recalculate records that have yet to start the cadence in your list/campaign

Skills Based Routing:

If skills are created and assigned to agents, select this box to enable skills based routing for this list/campaign

Exact match on skills only:

If this box is enabled, agents will only get assigned records that meet the predefined criteria for that skill.

Example: Let’s say you have a list and the assigned agents have a skill for language proficiency of either Spanish or French. If Exact match on skills only is enabled, only the records that have a value of Spanish or French under the language proficiency field will be assigned to an agent. If the value is blank or contains another language outside of Spanish or French, then the record won’t be assigned to any agent.

Aggregates

Depending on what you’ve selected for the Lead Routing Enabled checkbox, different options will appear:

If you selected the First-come, first serve method you’ll have two options:
- You can assign agents individually under the Assignees field. .
- If you created team, you also have the ability to assign that team of agents in bulk
If you selected Lead Routing (aka record ownership), you’ll be able to add your created Routing Groups

Calling Window

Each list can be assigned a Calling Window which serves as a call curfew for the records in a list. A calling window is specific to a callee’s timezone based on location via address. If no address is available, we’ll then use the local area code of the number that you’re dialing:
- Calling Window Days: specific day(s) of the week where records can receive calls from your agents
- Calling Window Start: specific time on the selected Call Window Day where records can start receiving calls from your agents
- Calling Window End: specific time on the selected Call Window Day where records can no longer receive calls from your agents
For example, a calling window is set for Mondays and Wednesdays between 12:00-18:00. Below are scenarios where a record is inside and outside of that Calling Window:
- Mon 14:30 - inside
- Tues 12:30 - outside
- Wed 11:00 - outside

Columns

Custom Fields: insert any visible custom fields so that your agents can see relevant information about the recording that they’re dialing. Below is an example of how that information appears in a dialing session

Sort Column and Direction: you also have the ability to sort by ascending or descending order for a certain field. For example, you might want to sort the order of a list based on latest quote request from your website