Enhancement Request: Support for Perpetual Sales Dialer with Reset Logic for Re-added Contacts and Conditional Workflows

A customer managing high-volume lead outreach via JustCall’s Sales Dialer has outlined a critical limitation in how campaigns handle re-added contacts, especially in repeat lead scenarios.

Core Use Case:

The customer runs a perpetual sales dialer, where:

• New leads are continuously added in real-time.

• Agents call contacts via the dialer.

• Automated workflows (e.g., SMS, tags, emails) are triggered based on call attempts and outcomes.

• Contacts can be removed when disqualified, converted, or paused.

• Later, some contacts (~20%) return as repeat leads and are re-added to the campaign.

The Problem:

When a contact is re-added to a campaign:

• The call attempt number does not reset.

• As a result, workflows and reattempt rules tied to call_attempt = 1, call_attempt < 3, etc., do not trigger.

• The system behaves as if the previous history is still valid, even though this is a fresh sales cycle.

• This breaks the automation and disrupts a consistent agent experience.

Ideal Behavior:

• When a contact is re-added to a sales campaign, there should be an option to:

  • Reset all relevant state, including call attempts and workflow triggers.

  • Treat the contact as brand new to the campaign (even if they are not new to the CRM).

• This would ensure that re-attempt rules, first-call SMS workflows, and multi-step logic all work as intended on each new sales cycle.

Related Request (Nice-to-Have):

The customer also noted that having conditional logic based on contact fields in workflows would greatly improve automation. Example:

plaintextCopyEditIF contact.language = "English" THEN send SMS A
ELSE IF contact.language = "Spanish" THEN send SMS B

This flexibility is essential for multilingual outreach and smarter engagement strategies.