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Configuring Sticky Caller and Duplicate Call Routing

Configure campaign-level Sticky Caller Routing with Target and RTB duplicate controls, pre-conversion actions, revenue and publisher-payout behavior, testing, and troubleshooting.

Written by Moja Bot

Configuring Sticky Caller and Duplicate Call Routing

Use Sticky Caller Routing to attempt to reuse a returning caller's prior eligible route while controlling whether repeat calls are blocked, routed, recorded as revenue, or paid to the publisher.

Overview

Sticky Caller Routing and duplicate controls solve different problems:

  • Sticky Caller Routing is configured at the campaign level. It attempts to reuse the caller's previous route and destination when that route still exists in the current routing plan and remains eligible. If it is unavailable or ineligible, normal routing continues.

  • Block Duplicate Settings are configured on a Target or RTB. They determine whether a matching repeat caller should be excluded from that endpoint.

  • Pre-conversion settings are also configured on a Target or RTB. They evaluate a prior paid buyer-revenue event for the selected endpoint and determine whether the call continues and how buyer revenue is recorded.

These controls work together, but they are not interchangeable.

How the controls are evaluated

  1. Moja identifies the caller from the inbound caller ID.

  2. If Sticky Caller Routing finds a previous route within the configured window, Moja validates that the buyer, Target or RTB, and route placement still exist and remain eligible.

  3. The prior route must still be present in the current routing plan and must not be disqualified by a pause state, endpoint eligibility rule, or route-level block.

  4. If Block Duplicate Settings match, the sticky route is disqualified before its pre-conversion action can apply.

  5. If blocking does not stop the route and a prior conversion matches, the selected pre-conversion action controls routing, revenue, and publisher payout.

  6. If the previous route no longer exists or is not eligible, Moja falls back to normal routing.

Important: Sticky Caller Routing does not automatically override Block Duplicate Settings. If your goal is to let converted callers reuse their previous route, review the duplicate settings on every participating Target and RTB.

Configure Sticky Caller Routing

  1. Open Campaigns and select the campaign.

  2. Open the campaign settings and locate Sticky Caller Routing.

  3. Enable Sticky Caller Routing. Moja attempts to reuse the caller's prior eligible route; if that route is no longer available or eligible, normal routing continues.

  4. Set the lookback window that matches your buyer agreement or sales cycle.

  5. Save the campaign.

Sticky routing reuses the previous eligible route and destination; it does not simply select the first Target currently listed in the routing plan. In Call Details, a successful match may show that a previous route was found and normal routing-plan selection was bypassed.

Configure each participating Target or RTB

Repeat this review for every Target and RTB that should accept sticky return calls.

  1. Open Targets/RTBs and edit the endpoint.

  2. Locate Duplicate Settings.

  3. Review Block Duplicate Settings. If repeat callers must be allowed back to this endpoint, disable any blocking rule that would exclude them.

  4. Review Pre-conversion settings.

  5. Choose the matching dimensions required by your business rule. Available dimensions can include caller, Target, publisher, campaign, and buyer.

  6. Choose the action that should apply when a prior conversion matches.

  7. Save the endpoint.

Common matching rule: Caller + Target keeps the rule specific to one caller and one endpoint. Buyer-level matching is broader and can apply across multiple endpoints associated with the same buyer.

Choose the correct pre-conversion action

Action

Call routes?

Buyer revenue

Publisher payout

Decline call

No

Not recorded

Not recorded

Allow call, don't pay publisher

Yes

Recorded normally

Withheld

Allow call, don't record revenue

Yes

Withheld

Recorded normally

Allow call, don't record revenue and don't pay publisher

Yes

Withheld

Withheld

Important: Endpoint pre-conversion settings evaluate prior buyer revenue for the selected Target or RTB. Campaign-level duplicate payout settings are separate: they evaluate prior publisher payout and affect publisher compensation, not destination eligibility.

If repeat calls should route and use normal revenue and payout behavior, disable the pre-conversion rule for that endpoint.

Window behavior: Sticky Caller Routing uses the campaign's configured lookback period. Endpoint pre-conversion matching uses a separate 30-day lookback. Changing one does not alter the other.

Recommended setup for return-call continuity

Use this pattern when a caller may speak with a buyer, hang up, and call back later to continue the conversation:

  1. Enable campaign-level Sticky Caller Routing so Moja can attempt to reuse the caller's previous eligible route.

  2. Set a lookback window that matches the buyer's ownership period.

  3. On every participating Target and RTB, disable Block Duplicate rules that would prevent the return call.

  4. Choose the pre-conversion action required by the commercial agreement—or disable it when revenue and publisher payout should be recorded normally.

  5. Test the complete route before sending live traffic.

Test Sticky Caller Routing

Use a controlled two-call test from the same caller ID:

  1. Confirm the campaign and participating endpoints are active.

  2. Place the first call and allow it to connect to Buyer A.

  3. If your pre-conversion rule depends on a conversion, keep the first call connected long enough to satisfy the configured conversion criteria.

  4. Change the routing-plan conditions so normal routing would select another buyer or route.

  5. Place a second call from the same caller ID within the sticky window.

  6. Open Call Details for the second call and review the route evaluation.

A successful test should show that Moja found and reused the previous eligible route instead of using the normal routing-plan order. If the previous route is unavailable or ineligible, confirm that normal routing continues. Also confirm that revenue and publisher payout match the configured endpoint and campaign controls.

Troubleshooting

The caller routes to a different buyer

  • Confirm Sticky Caller Routing is enabled on the correct campaign.

  • Confirm the second call used the same normalized caller ID.

  • Confirm the second call occurred within the sticky lookback window.

  • Review Call Details to confirm that a previous route was found and remained eligible.

The repeat call does not route

  • Check Block Duplicate Settings on the selected Target or RTB.

  • Check whether the pre-conversion action is set to decline the call.

  • Review endpoint eligibility and the route evaluation in Call Details.

The call routed, but revenue or publisher payout is missing

  • Review the endpoint's selected pre-conversion action.

  • Confirm which prior-conversion matching dimensions were satisfied.

  • If normal accounting is required, disable the withholding rule or select the action required by your agreement.

Related release notes

Need help?

Contact your account manager or email [email protected] for help reviewing a Sticky Caller Routing configuration.

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