Sales Funnels / Redial Rules

Updated: March 31, 2025

Go to: Data > Sales Funnels/Redial Rules

Sales Funnels/Redial Rules are used to streamline the contact process. By meeting defined triggers and conditions, specific actions, which are executed by sales funnel rules, automate the management of contact data. Sales funnels complement the existing systems of live filters, automations and standard buckets.

Note: New accounts are created with a default sales funnel.

Click Create Sales Funnel to begin.

Name. Create a name for the new sales funnel.

Description. Create a descriptions for the sales funnel. (Optional)

Click Save to finish.

A Sales Funnel Rule is the grouping of a trigger + condition + action set that is to be met and executed. After a new sales funnel has been created, on the Sales Funnel page, under the “Controls” column, click Edit and click +Add Sales Funnel Rule to continue setting up sales funnel rules.

Multiple sales funnel rules can be created within a sales funnel. To add a new rule an existing sales funnel, click +Add New Rule or click Copy This Rule on an existing rule.

Trigger

Triggers are events that kick off a sales funnel rule. The trigger type determines the conditions that must be met to execute an action.

Condition

Conditions are the requirements that must be met. For example, the "Outbound Call No Answer" trigger has a condition that requires a range of "Outbound Call Attempts" to be met. If an agent is on an outbound call that meets the condition, the sales funnel rule moves to the action step.

Action

Most actions are configured in multiple steps. For example, the “Outbound Call No Answer” trigger has an action option called "Set Ready To Call After.” This option uses a "Wait" and a “Time Period” field that must be configured.

Other actions may be single-step, such as the "Do Not Call" action.

Sales Funnel Examples

To help clarify how sales funnel and sales funnel rules can be used, examples are provided:

1. Outbound Call No Answer - Call After 30 Minutes (Redial): When an agent makes an outbound call, and the contact has “Consecutive No Contact Attempts” between 1 & 5, and the contact did not answer, the system waits 30 minutes before redialing:

• Trigger: Outbound Call No Answer
• Outbound Call Attempts: Min = 1 and Max = 5
• Action: Call After
• Wait: 30
• Time Period: Minutes

2. Inbound Call Not Answered - Tag the Contact: If an inbound call is not answered by an agent, the contact is tagged with "Market A Tag:"

• Trigger: Inbound Call Not Answered
• Action: Tag
• Tag: "Market A Tag"

3. Connector Button Click - Contact Disposition - If the "Google Maps" connector button is clicked, then the "Contact Made" contact disposition is set on the contact form:

• Trigger: Connector Button Click
• Connector Button: "GoogleMaps"
• Action: Contact Disposition
• Contact Disposition: "Contact Made"

These are some basic examples demonstrating how sales funnels work. The sales funnels page offers many other triggers, actions, and settings that can help automate other tasks. 

Multiple Phone Numbers

Some contacts have multiple phone numbers such as a home number, mobile number, and/or office number. Campaigns have the ability to dial every number associated with the contact. This is done by enabling the advanced campaign setting "Auto Original Calls All Numbers." This feature queues the contacts' phone numbers in the calling sequence.

For example, if a contact has 3 phone numbers, and if the first number did not answer, the second number is attempted immediately. If the second number did not answer, the third number is attempted, and so on. Also, if a call is connected "live" to an agent, and the agent uses a call disposition with "No Contact Made" enabled, the system will dial the remaining numbers immediately.

Keep in mind, when contacts with multiple numbers are dialed in a power dialer campaign, and using Sales Funnels, the contact's "Total Outbound Dials" is updated before a Sales Funnel sees it for the first time. However, the system will stop the calling sequence for the remaining numbers if a call is connected "live" to an agent and the agent uses a call disposition with "No Contact" disabled. In this case, the Total Outbound Dials will be 1, instead of 3.

Activate the Sales Funnel: Campaign and Account

When a sales funnel is created, it becomes available for campaign use. To use a sales funnel within a campaign, it must be added to the campaign “Sales Funnel” setting under the “Targeting” section.

Additionally, sales funnels used on the account level are executed for both campaign and non-campaign calls. This means, sales funnels on the account will continuously execute as long as the triggers and conditions are met.

Sales funnels are added to the account by going to: Account > Settings > Data Management Default Settings > Sales Funnels and click Save. Sales funnel rules are executed anytime a sales funnel that's been added to the account is triggered.

Conclusion

Understanding the relationship between triggers, conditions, and actions is essential for effectively managing and optimizing sales funnels. Keep in mind, as sales funnel rules increase, it’s important to keep track of how rules are executing. In other words, sales funnel rules can become complicated and even contradictory if the workflow is not mapped correctly. Ensure all rules are executing as intended by reviewing and testing all rules, including any other conditions and actions from the Automations page.