Individual Lead Wait Rules

What a Lead Wait Rule Is

A lead wait rule defines conditions and the wait duration to
apply when those conditions are met.

Key Fields

• Tier: numeric priority. Lower tiers are evaluated first. Assigned to the next available tier number when created through the UI record wizard.
• Wait Seconds: the number of seconds the lead should wait when this rule matches. Required.
• Name: a descriptive label. Required.
• Description: optional notes.

Disposition Filters

Two disposition filter slots check the lead's most recent
calls:

• First disposition filter: if set, the lead's most recent call must have a disposition that appears in this list.
• Second disposition filter: if set, the lead's second most recent call must have a disposition that appears in this list.

Both filters must pass for the disposition check to succeed.
If a filter is set but the corresponding call does not exist
(e.g., the lead has only one call but the second disposition
filter is set), the match fails.

Token Filters

Two token filter slots check the lead's token data:

• Slot 1: a token filter and matching token values.
• Slot 2: a second token filter and matching token values.

Token filters compare the lead's tokens against the values
configured on the rule.

Matching Logic

Matching is a two-stage AND gate:

1. Token filter match: the lead's tokens must match the rule's configured token values (from slot 1). If no token values are configured, this stage auto-passes.
2. Disposition filters: only evaluated if stage 1 passes. If both disposition filters are blank, the rule matches immediately. Otherwise both filters must pass. Returns success or failure with diagnostic logs.

A rule with no conditions set acts as a catch-all and
always matches.

Example

A rule group with three rules:

1. Tier 1: disposition filter matches "interested" dispositions, wait = 300 seconds (5 minutes).
2. Tier 2: disposition filter matches "no_answer" dispositions, wait = 3600 seconds (1 hour).
3. Tier 3: no conditions (catch-all), wait = 7200 seconds (2 hours).

A lead whose last call was dispositioned "interested" would
wait 5 minutes. A lead with "no_answer" would wait 1 hour.
Any other lead would fall through to the catch-all and wait
2 hours.