The Reset campaign attempts on segment re-entry checkbox introduces segment-level control over how campaign dialing behaves when leads exit and later re-enter a segment.

By default, once a lead has been dialed in a campaign, it is treated as already dialed, and if it re-enters the segment, campaign attempts do not restart, potentially leaving the lead closed or ineligible for further dialing. While this behavior works for most cases, certain workflows (such as re-qualification) require treating re-entering leads as fresh and initiating a new attempt cycle. By default, the checkbox is deselected.

When selected, leads that genuinely exit and re-enter the segment (as observed across processing jobs) have their campaign attempt restrictions reset and can be dialed again. The setting can be updated at any time and applies only to future behavior (no retroactive changes), allowing flexible, segment-specific control without impacting existing workflows.

• Prospective Application Only

  • Selecting the checkbox does not reset attempts for leads already in the segment.

  • Reset occurs only after a future OUT → IN movement.

• Global Attempt Count

  • Continues increasing as usual (not reset).

• Case Handling

  • No new case is created on re-entry.

  • The same case ID is maintained across all attempts.

• Callback Campaigns

  • This setting does not apply to callback campaigns (as they do not use segments).

  • Callback behavior remains unchanged.

Functional Behavior

When Checkbox is deselected (Default):

• Existing behavior is retained.

• Leads that exit and re-enter the segment:

  • Do not have their attempt count reset.

  • May remain closed or already dialed.

When Checkbox is selected:

• On a true re-entry (lead moves OUT and then IN again):

  • Campaign attempt count resets to 0 for the new cycle.

  • Lead becomes eligible for dialing again.

  • Standard rules still apply (DNC, consent, pacing, business hours).

Edge Cases (Segment Processing Job Timing)

The reset of campaign attempts depends on whether the system is able to observe the lead exiting the segment through a segment processing job. If the exit and re-entry happen too quickly, between two processing cycles, the system has no record of the lead actually leaving, and therefore treats the lead as continuously present in the segment.

For example,

Consider a scenario where a segment processing job runs at 4:05 PM. A lead is dialed and then moved out of the segment, but before the next job runs at 4:06 PM, the lead is added back into the segment. Since no processing job captured the “out” state, the system assumes the lead never truly exited. As a result, no reset occurs, and the lead continues to behave as if it had always remained in the segment.

A similar situation arises when a call attempt or retry is scheduled during a processing job. If the lead moves out of the segment and then back in before the next job runs, this movement again goes unobserved. In such cases, the system does not reset campaign attempts. Instead, the lead retains its existing state, if it was closed, it remains closed; if a retry was scheduled, that retry continues as planned.

The key takeaway is that a true OUT → IN re-entry is only recognized when the exit is captured in at least one segment processing cycle. Without this, the system lacks the context needed to trigger a reset.

This feature enables better control over lead engagement by allowing you to decide whether re-entering leads should be treated as new opportunities or continue from their previous attempt history, ensuring flexibility without disrupting existing workflows.