Best Time to Call a Lead
Updated
The Best Time to Call a Lead feature helps you find the best time to call your leads by looking at past data. Currently, leads are chosen randomly based on the campaign strategy and available leads. There is no way to know the best time to contact each lead. This feature uses past call information to figure out when customers are most likely to answer, which helps improve call success rates.
Enablement Note: Access to this feature is controlled by DPs - SYNC_LEAD_UPDATE_ENABLED(BOOLEAN, PARTNER), LEAD_RULES_ENABLED(, BOOLEAN, PARTNER) and RULE_ENGINE_ENABLED_RULE_CONTEXTS("rule.contexts.enabled", SET, PARTNER) dynamic properties. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Creating a Lead Rule in Rule Engine
Perform the following steps to create the lead rule that systematically assess historical data, determine the best time to call, and capture relevant attributes such as the best day and time in the specified timezone for each lead:
Click the New Tab icon. Under Platform Modules, select Rule Engine within Automate your workflows.
Once in the Rule Engine, click +Create New Rule.
On the New Rule window, select the Rule Scope as Customer and Context as Lead from the options. Click Next at the bottom.
In the conditions section, specify the criteria you want to use to select leads, such as campaign, lead status, or other custom attributes.
In the Actions To Lead Actions section, choose Lead Best Time to Call. This action allows you to define the preferred time for calling a lead.
Configure the following settings:
Consider Attempt Since Last N Days: Select the number of days you want to analyze for the lead's contact history.
Add Time Ranges: Define time ranges for analysis, for example, [00:00-09:00, 09:00-12:00, 12:00-15:00, 15:00-18:00, 18:00-24:00].
Select Best Day Attribute: Choose the lead attribute that captures the best day for contact.
Select Best Time Attribute: Specify the lead attribute that captures the best time for contact.
Select Timezone: Choose the timezone for data capture, for example, [(GMT+05:30) India Standard Time]. This ensures that the analysis considers the lead's activity within the specified timezone.
Click Save in the bottom right corner.
Note: If two or more time slots have the same success rate, the system randomly picks one of them as the best day and time to call.