New Feature: Sticky Caller Routing
Release Date: March 2026
Overview
Sticky Caller Routing automatically routes returning callers to the same buyer they previously connected with — ensuring continuity and a better caller experience. When a caller dials back within your configured time window, the platform recognizes them and routes directly to their original buyer, bypassing the standard routing logic.
Why This Matters
In high-value verticals like insurance, home services, and financial services, repeat callers often represent warm leads returning to complete a purchase or follow up on a quote. Routing these callers back to the same buyer:
Increases conversion rates — buyer already has context from the previous call
Improves caller experience — continuity with the same company
Reduces friction — no need to re-qualify or re-route
How It Works
Enable Sticky Caller Routing on your campaign
Set your lookback window (e.g., 30 days)
When a repeat caller dials in, the platform checks if they have called this campaign before
If a match is found within the lookback window, the call routes directly to the original buyer
The feature works alongside your existing routing configuration — it only activates for callers who have a previous call history within the time window you define.
Getting Started
Step 1: Navigate to Campaign Settings
Go to Campaigns and select your campaign
Click Settings
Scroll to Duplicate Call Routing Settings
Step 2: Enable the Feature
Toggle Enable Sticky Caller Routing to On
Select the action: Route to Same Buyer
Step 3: Configure the Lookback Window
Enter the lookback value (e.g., 30)
Select the unit: Hours, Days, or Months
Click Save
Default configuration: 30-day lookback window
Example Use Case
Auto Insurance Campaign: A caller requests a quote on Monday but needs to discuss with their spouse. Three days later, the caller calls back. With Sticky Caller Routing enabled (30-day window), the call automatically routes to the same buyer — maintaining continuity and increasing the chance of conversion.
Important Notes
Priority routing: When a repeat caller is detected, the call routes directly to the original buyer — even if that buyer is outside their normal hours of operation or has reached other caps
Campaign-level: This feature is configured per campaign. Different campaigns can have different lookback windows based on your sales cycle
Call logs: Repeat caller routing events are logged in your call details, showing why the call was routed to that specific buyer
Questions?
Contact your account manager or reach out to [email protected] for help configuring Sticky Caller Routing for your campaigns.