Every outbound campaign call to a lead creates a new case. While this is useful when engaging with new customers, it can sometimes result in multiple cases being created for the same customer, making it harder to view the complete interaction history in one place.

The Existing Case Field feature allows you to associate campaign calls with an existing case rather than creating a new one. This helps ensure that all customer interactions remain connected, giving agents a clearer view of previous conversations and the overall customer journey.

By keeping related interactions within a single case, teams can maintain customer context, reduce duplicate cases, and simplify case management and reporting. This is particularly valuable when customers move between channels, such as messaging platforms, WhatsApp, and outbound voice campaigns, as all interactions remain organised under the same case.

The feature is supported for lead-based automated dialers:

• Preview Dialer

• Predictive Dialer

• Progressive Agent First Dialer

• Progressive Contact First Dialer

• Outbound IVR

• Outbound IVR with Agent.

Configuring Existing Cases in Dialers

1. Navigate to Dialer Profiles. For more details, see Predictive Dialers.

2. On the Advanced Settings screen, select the Existing Case Field drop down menu.

3. Select the lead attribute that contains the case number.

4. Save the dialer configuration.

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Working of Campaign Dialling on Existing Cases

When a campaign call is placed, the system checks whether the lead is linked to an existing case. If an existing case is found, the campaign call is associated with that case instead of creating a new one.

This helps ensure that:

• Call activities are recorded within the existing case.

• Agents have access to the customer's previous interactions and history while handling the call.

• Customer context is maintained throughout the interaction.

• Related conversations and activities remain organised within a single case.

• Agents can continue engaging with customers without losing visibility into earlier interactions.

When the campaign calls the lead, the system uses the selected attribute value to identify and associate the call with the corresponding case.

The Existing Case Field setting allows administrators to select the lead attribute that stores the case number.

The selected attribute can contain:

• A numeric case number

• A string-based case number

The stored value should contain only the case number.

When a campaign call is associated with an existing case:

1. Call attempts are stored on that case.

2. Conversation-level information is stored on that case.

3. Voice reporting reflects activity on the associated case.

4. Lead context is available for downstream workflows, including IVR, Journeys, and Guided Workflows.