Configure rule actions

To set up this type of rule action, select a predefined data action, configure the input data that the action requires, and tell the rule how to evaluate the information returned by the action.

Since data actions take a few steps to set up, this action type is described in detail in Use a rule to evaluate information from a data action. For more information, see Create a custom action for integrations and the Data actions section in About integrations.

For a pre-call action, you can select “Designate Caller ID” to specify the caller ID information used for the call. You can specify Caller ID phone number and name as literal values, or by specifying columns from the contact list.

The system uses literal strings entered into the input fields of the rule action as actual caller ID values. For instance, if you enter 8002263462 for the caller ID address and 1-800-ACMEINC for the caller name, these values appear on the call display whenever the rule conditions are true.

However, a user can use contact column values instead of static values. To use the contact column values, select from the Name list, or enter a value such as contact.lastname. in the input area.

Column-based entries indicate that the system uses the value found in the lastname column of the contact for the corresponding caller ID whenever the rule conditions are true.

• If the contact does not have a value for that column or the column value is invalid as caller ID information, then the application uses the campaign’s caller ID value.
• If there is no campaign-level caller ID value, then the application uses the system caller ID value.
• The system localizes the word “contact” in the indicator contact.lastname to the user’s language.

This action has no options to configure. It prevents the call from being placed.

A do-not-dial pre-call rule action always skips dialing if an error occurs while the rule condition is evaluated. Typically, a rule action is ignored if the rule is misconfigured in some way—for example, if the rule evaluates a column that does not exist. For do-not-dial actions, an additional check is performed to ensure that a skip always occurs if an error is detected.

This action updates a contact list column for the row of the current contact. To set this up, choose a column from the Column Name box. Then, select one of the following update options:

• Decrement (by One) — Subtracts 1 from the current value of the column.
• Increment (by One) — Adds 1 to the current value of the column.

• Set Value — Sets the value of the column to the static value that you provide.

  

• Set as Current Timestamp — Sets the value of the selected column to the current date and time.

This action matches the call to an agent with matching skills. To configure this action, select one or more skills from the Skills list.

This action preview pops this contact to the agent, irrespective of the dialing mode set for the campaign. It has no parameters.

This action marks all numbers for the contact as uncallable. It has no parameters.

This action marks the current contact number as uncallable. It has no parameters.

This action appends the contact’s telephone number to the campaign’s first designated Do Not Contact list. As a result, that number is never dialed again by any campaign that uses that DNC list. This action has no effect if the campaign does not have a DNC list assigned to it.

To set a time period during which the contact is included in the DNC list, set Does not Expire to False and enter the desired date and time in Expiration duration. This duration cannot be more than 180 days in the future. The expiration time must be in Greenwich Mean Time (GMT). Contact attempts for that record will resume after the expiration date and time.

This action appends the contact’s custom exclusion column value to the campaign’s first designated Do Not Contact list of Type Internal – Custom. As a result, contacts with this value are never contacted again by any campaign that uses that DNC list. This action has no effect if the campaign does not have a DNC list assigned to it.

To set a time period during which the contact is included in the DNC list, set Does not Expire to False and enter the desired date and time in Expiration duration. This duration cannot be more than 180 days in the future. The expiration time must be in Greenwich Mean Time (GMT). Contact attempts for that record will resume after the expiration date and time.

This action places a return call to the contact in a configurable number of minutes in the future. The default delay is five minutes. A callback cannot be scheduled more than one month (43200 minutes) in advance. For more information, see Callbacks in campaigns.

Note: The Schedule Callback action is not applied if no call is placed.

Append to DNC List—appends the contact’s address or custom exclusion column value to the campaign’s first designated DNC list. This action prevents a message from being sent to the contact again.

Set Content Template—select this action to use a content template for a contact when the rule condition is met. 

Set SMS Phone Number—Sets the sender SMS phone number when a rule condition is met.

This action prevents the message from being sent. It has no parameters.

This action marks the contact address for the contact as not contactable. It has no parameters.

This action marks the current contact as not contactable. To configure this action, select a Media Type. Available media types are Email, SMS, and Voice.

Set Content Template

This action allows you to use a content template for a contact when the rule condition is met. You can only select one Set Content Template action per rule. When you have multiple rules with a Set Content Template action in the rule set, the first rule to evaluate true and set the content template is the action that applies.

To configure this action, select at least one Email Campaign Template or SMS Campaign Template, and the campaign uses the content template type that matches the campaign type.

Sender SMS Phone Number

Select the phone number that you provisioned for the campaign.

Notes:

• If at runtime your rule tries to set the phone number to a different phone number type than the phone number type on the campaign, the rule action fails with an OUTBOUND-RULE-ERROR-SKIPPED error.
• If you have more than one Set SMS Phone Number action in the rule sets on your campaign, only the first one to run takes action.
• You can only have one Set SMS Phone Number action per rule.
• You can only have a maximum of five Set SMS Phone Number actions on a running campaign.

This action updates a contact list column for the row of the current contact. To set this up, choose a column from the Column Name box. Then, select one of the following update options:

• Decrement (by One)—subtracts 1 from the current value of the column.
• Increment (by One)—adds 1 to the current value of the column.

• Set Value—sets the value of the column to the static value that you provide.

  

• Set as Current Timestamp—sets the value of the selected column to the current date and time.

This action appends the contact’s address or custom exclusion column value to the campaign’s first designated DNC list. This action prevents a message from being sent to the contact again. This action has no effect if the campaign does not have a DNC list assigned to it.

To set a time period during which the contact is included in the DNC list, set Expire DNC record to True, and then set the desired number of days, hours, and minutes in Expiration duration. This duration cannot be more than 180 days in the future. Contact attempts for that record will resume after the expiration time.

To set the type of DNC list to append to, under List Type, select Internal or Internal – Custom.