Dial methods

Short version:

• MANUAL - new teams, training agents, sensitive verticals
• RATIO - mid-size teams with disciplined dialing (3-15 agents)
• ADAPT_HARD_LIMIT - bigger teams who care about drop-rate compliance
• ADAPT_AVERAGE - bigger teams optimizing for raw throughput
• INBOUND_MAN - inbound or blended campaigns

When you create a campaign in the portal you pick from three types - Manual, Ratio, or Adaptive - and every account also includes a permanent Inbound campaign, ready to take calls. One note on Adaptive: it works best with 5 or more agents logged in; with fewer, it automatically slows itself down to protect your numbers.

When in doubt, start with RATIO at 1.0 (one call per available agent) and tune up as your team gets comfortable. Whichever mode you pick, the platform keeps your overall abandoned-call rate within legal limits (see Compliance and trust).

Each call is initiated by the agent clicking Dial next. The dialer presents one lead at a time, the agent decides when to call.

Pros: predictable, no abandon rate, great for compliance-sensitive or low-volume work. Cons: agent talk time is lower because there is dead time between calls.

Best for: training, low-volume specialty campaigns, compliance-heavy verticals.

The dialer places a fixed number of calls per available agent. If ratio is 1.5 and 10 agents are free, it places 15 calls.

You set the ratio explicitly (1.0 to 3.0+). When ratio is too low, agents wait. When too high, more calls risk abandoning (no agent free when the lead picks up) - so the platform keeps your overall drop rate within legal limits regardless of the level you set.

Pros: simple, predictable, easy to tune. Cons: benefits from a hands-on adjustment as agent count and pickup rate change.

Best for: small-to-mid teams who want a hands-on lever. Start at 1.0, raise slowly.

The dialer adapts its calling rate dynamically to keep your drop rate (abandoned calls divided by total calls) below a hard ceiling you set.

You configure the target drop percentage and a hard limit. The dialer raises and lowers its effective ratio in real time, always respecting the hard limit.

Pros: compliance-friendly (many jurisdictions cap drop rate at 3%), automatic tuning. Cons: may run more conservatively than you expect early in a campaign while it learns.

Best for: larger teams (10+ agents) who must meet drop-rate compliance.

Like ADAPT_HARD_LIMIT but targets an average drop rate over time rather than capping every spike. Allows brief bursts above target as long as the moving average stays in range.

Pros: higher overall throughput than hard-limit mode. Cons: less suitable where strict compliance caps every minute.

Best for: large teams optimizing for raw connect volume.

An adaptive mode that tapers its calling intensity as drop rate approaches your target ceiling. Gentler than hard-limit, more controlled than average.

Pros: smooth ramp curves, fewer drop-rate spikes. Cons: slightly lower peak throughput.

Best for: teams that have tried both adaptive modes and want a middle ground.

For campaigns that receive inbound calls. Agents log into the campaign and take the calls your numbers route to them. Can be blended with manual outbound dialing for hybrid workflows.

Your account includes a permanent Inbound campaign, pre-wired and always there - it cannot be deleted, and your numbers' inbound routing points at it, so there is nothing to set up (see Inbound and voicemail for choosing ring-agents vs voicemail per number).

Pros: gives you a real call center, not just an outbound dialer. Cons: agents assigned here wait for calls rather than power-dialing.

Best for: customer-service teams, blended sales/support workflows.