Docs · Calling

Working the power dialer (and what shuffle and cooldown are for)

Two settings exist purely to stop reps colliding: shuffle gives each rep a different queue order, and the 1-hour cooldown hides anyone a teammate just dialled. On a team, turning either off means calling the same leads twice.

Who this is for

Anyone dialling — and especially any team where more than one person can reach the same lead.

Shuffle

With shuffle ON, the queue order is randomised per rep, with a seed that re-rolls each time you reload. Two reps loading at the same moment get different orders.

With it OFF, the queue is newest-first — the same order for everyone, which means every rep starts at the top and drains the same leads first. On a team that's a collision machine, and it's particularly bad in a setter/closer setup where both roles land on the same lead simultaneously.

Solo, it matters much less; newest-first is a reasonable choice when you're the only caller.

The 1-hour cooldown

With it ON, any lead that *any* rep dialled in the last hour is hidden from your queue. That stops a lead being called twice in quick succession, which reads as harassment from the lead's side and burns the contact.

Turning it off is occasionally right — a small team working a tight list where you're coordinating verbally — but the default should be on.

Disposition as you go

The disposition you set after a call is not paperwork; it's the control that decides whether the AI keeps texting this person, whether they re-enter the queue, and where they sit in the pipeline. Dialling forty leads and dispositioning none makes the next day's queue worse than the one you just worked.

How this differs by setup

Solo agent You run everything yourself.

Captive agency The agency owns the numbers, the A2P brand and the bill.

Independent agent You're in an agency but buy your own number and register your own EIN.

Troubleshooting

Two reps keep calling the same lead	Shuffle off (same queue order for everyone) or cooldown off. Turn both on. Shuffle re-rolls per rep per reload; cooldown hides recently-dialled leads.
Queue looks empty or much shorter than expected	Cooldown is hiding leads a teammate dialled within the hour, or a campaign filter is applied. Check the campaign filter first, then consider whether the cooldown is doing its job correctly.
Call connects but there's no audio	Browser microphone permission. See the inbound/outbound calling guide.

Dispositions are the AI's on/off switchSetting a lead cold makes the AI stop texting them.How the Hot Leads worklist decides who you callIt ranks your whole book on every signal it has — calls, texts, notes, dispositions, no-shows — then rotates so you cycle through everyone instead of the same names.Inbound and outbound calling — routing, caller ID and the browser dialerOutbound needs a number and working credentials.

Where this lives in the app

Open this screenOpens in the app

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