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What is Playlist?

Playlist is an intelligent lead prioritization system that automatically serves the highest-priority lead at any given time. Instead of manually searching through lead lists, Playlist analyzes your rules and priorities to present the next lead you should work on.

Key benefits:

• Automatic prioritization – No manual sorting or searching
• Time-sensitive handling – Prioritize follow-ups that need immediate attention
• Intelligent distribution – Distribute calls throughout the day using contact intervals
• Status-based routing – Prioritize specific statuses (missed calls, new leads, follow-ups)
• Age management – Automatically exclude old or idle leads
• One-click access – Click the play button to load the next lead

Where to access Playlist

Navigate to Campaign Settings → Playlist. This page displays all configuration options for the Playlist system.

Activating Playlist

To enable Playlist in your campaign:

1. Go to Campaign Settings → Playlist
2. Set Active to Yes
3. Configure priority rules (see below)
4. Click Save

Once active, a play icon (▶) appears in the campaign header. Click this button to load the highest-priority lead.

Configuring lead priorities

Sort leads in this order

Define the priority ranking from highest (1) to lowest. Playlist will serve leads matching the first rule before moving to the next.

Common priority configurations:

1. Leads with follow-up today – Time-sensitive follow-ups scheduled for today
2. Leads with follow-up before today – Overdue follow-ups
3. New leads exceeding age threshold – New leads that need immediate attention
4. Leads with aged status – Leads in specific statuses for too long
5. New leads – Recently created leads
6. Leads not answering calls – Leads with missed call attempts

Drag priorities to reorder them. Higher positions = higher priority.

Sort by date

Within each priority category, how should leads be sorted?

• Prioritize oldest leads first – Oldest leads within the category are served first
• Prioritize newest leads first – Newest leads within the category are served first

Example: If "Leads with follow-up today" is your top priority and you sort by oldest first, Playlist will serve the earliest scheduled follow-up for today.

Next button returns

What happens when you click the play button after viewing the current lead?

• Highest priority lead, can be current – Re-evaluate priorities and may return the same lead if it's still the highest priority
• Highest priority lead, cannot be current – Always move to a different lead
• Next highest priority lead – Move to the next lead in the priority queue

Playlist lead styling

Lead title

Customize how leads are displayed in the Playlist using placeholders:

%lead_name%

This determines the primary text shown when a lead is loaded via Playlist.

Lead subtitle

Optional secondary information displayed below the lead title. Use placeholders and conditional logic:

{{type}}, {{post}}

Common patterns:

• %lead_phone% - %lead_email%
• {{custom-field}}, {{another-field}}
• Status: %lead_status%

Excluding leads from Playlist

Exclude unassigned leads

Check this box to exclude leads that have no assigned person. Useful for ensuring users only see leads assigned to them.

Exclude leads assigned to a person different from the user

Check this box to ensure users only see leads assigned to them, never leads assigned to other team members.

These people's playlist only contain the leads they are assigned to

Configure user-specific restrictions. Select users who should only see their own assigned leads in Playlist.

Exclude these people from other user's playlist

Select users whose assigned leads will never appear in other users' playlists. This prevents cross-contamination of lead assignments.

Follow-up and age limits

Follow-up max. age (days)

Do not consider follow-ups overdue by more than this number of days. This prevents very old follow-ups from cluttering the priority queue.

Example: Set to 100 to exclude follow-ups that are more than 100 days overdue.

Exclude leads by age

Configure age-based exclusions. Note: Does not apply to leads with follow-up dates.

Exclude leads created before (date)

Specify a cutoff date. Leads created before this date are excluded from Playlist.

Or, older than (days)

Exclude leads older than a specific number of days from today.

Exclude new leads younger than (hours)

Exclude very recent leads from Playlist. Example: Set to 24 to wait 24 hours before including new leads.

Use case: Give new leads time to respond to automated messages before manual outreach.

Exclude idle leads

Configure exclusions for leads with no recent activity. Note: Does not apply to leads with follow-up dates.

Exclude leads with status unchanged for days

Exclude leads whose status hasn't changed in the specified number of days.

Or, unchanged for working hours

Exclude leads whose status hasn't changed for a certain number of working hours (excludes weekends and off-hours).

Exclude leads with these statuses

Select statuses that should never appear in Playlist. Common exclusions:

• Completed
• Rejected
• Closed
• Lost
• Do not contact

This ensures Playlist only serves active, actionable leads.

Intelligent contact intervals

Playlist can automatically distribute calls throughout the day using intelligent time-intervals. This prevents overwhelming leads with multiple calls in a short period.

Enable intelligent time-intervals

Check Use intelligent time-intervals to prioritize leads not answering calls to activate this feature.

Select all statuses corresponding to missed calls

Choose which statuses indicate that a call attempt was missed or unanswered. Examples:

• No answer
• Voicemail
• Busy
• No contact

Playlist uses these statuses to identify leads that need follow-up calls and apply time-interval logic.

Time interval settings

Start time

The time when Playlist should start distributing calls (e.g., 8:00).

Stop time

The time when Playlist should stop distributing calls (e.g., 18:00).

Time interval length

Duration of each time interval (e.g., 2 hours). Calls are distributed across these intervals throughout the day.

Max number of calls to a lead within each time interval

Maximum calls to a single lead within one interval (e.g., 1). Prevents over-calling.

Ignore previous setting when status is unchanged for days

If a lead has been in a missed-call status for this many days, ignore the interval limits and prioritize the lead (e.g., 3 days).

Max calls to a lead in the same interval on the same day

Maximum calls to a lead within the same time window on the same day (e.g., 1).

Max calls to a lead per day

Total maximum calls to a single lead per day (e.g., 1).

Min. time in between calls

Minimum time that must pass between call attempts to the same lead (e.g., 7 hours).

Viewing interval statistics

After configuring intervals, Playlist displays a table showing:

• Intervals – Time ranges (e.g., 8:00 - 10:00, 10:00 - 12:00)
• Missed calls – Number and percentage of missed calls in each interval

This helps you understand when missed calls are most common and adjust your contact strategy accordingly.

Managing aged and idle leads

Configure how Playlist handles leads that have been inactive or unchanged for extended periods.

Idle leads

Include in play – Define when leads are considered idle and should be included in Playlist:

• When new leads are older than X hours – Include new leads after a certain age (e.g., 3 hours)
• Leads with no person assigned after X hours – Include unassigned leads after a certain time (e.g., 3 hours)

These settings ensure leads don't get stuck without action.

Definition of new leads

Select which condition defines a lead as "new":

• Status has not been set – Lead has no status assigned
• Other status-based conditions

Excluded leads from aged list

Exclude leads with status

Select statuses to exclude from aged lead prioritization. Example: Exclude completed, closed, or archived statuses.

Exclude old leads

Note: Old leads are excluded based on Playlist settings (see age exclusion section above).

Exclude leads with future follow-up date from warnings

Check this box to exclude leads that already have a future follow-up scheduled from aged lead warnings.

Include leads where status has not changed for some time

Configure status-based aging rules. For each status, set:

• Unchanged for hours – Total hours (24/7 time)
• Unchanged for working hours – Working hours only (excludes nights/weekends)

Example: Include leads that have been in "Attempted Contact" status for 5 working hours.

Using the Playlist button

The play button

When Playlist is active, a play icon (▶) appears in the campaign header, typically near the campaign name or navigation.

To load the next lead:

1. Click the play icon
2. Playlist evaluates all rules and priorities
3. The highest-priority lead opens automatically
4. Work on the lead (call, update status, add notes)
5. Click the play icon again to load the next lead

Typical Playlist workflow

1. Morning setup – Review Playlist configuration and priorities
2. Start session – Click play button to load first lead
3. Handle lead – Make call, update status, schedule follow-up
4. Next lead – Click play button again
5. Repeat – Continue until all priority leads are handled

Playlist automatically skips leads you've already handled (based on your Next button returns setting) and always serves the most important lead.

Best practices

Priority order

• Place time-sensitive follow-ups at the top (today's follow-ups, overdue follow-ups)
• Prioritize missed calls and unanswered attempts
• Include new leads in the middle of the priority list
• Place aged leads lower in priority but still include them
• Exclude completed, rejected, and closed statuses

Contact intervals

• Use realistic intervals (2-3 hours is common)
• Set max calls per day to 1-2 to avoid over-calling
• Configure min time between calls (4-8 hours recommended)
• Monitor interval statistics to identify peak missed-call times
• Adjust intervals based on your team's availability

Age and idle management

• Exclude very old leads (90+ days) unless they have active follow-ups
• Give new leads 1-24 hours before including them (allows automated messages to work)
• Set status unchanged limits based on your sales cycle (2-5 working hours is typical)
• Regularly review excluded statuses to ensure they're still relevant

Team assignment

• Use user-specific playlists to prevent lead conflicts
• Exclude unassigned leads if you have dedicated assignment workflows
• Configure "exclude from other playlists" for senior team members handling VIP accounts

Troubleshooting

Playlist returns no leads

If clicking the play button shows no leads:

• Check that Playlist is set to Active: Yes
• Review excluded statuses - you may be excluding too many leads
• Check age limits - you may be excluding all leads due to age restrictions
• Verify contact interval limits aren't too restrictive
• Ensure there are leads in the campaign that match your priority rules

Same lead keeps appearing

If Playlist serves the same lead repeatedly:

• Change Next button returns to "cannot be current"
• Update the lead's status or add a follow-up date to move it out of the priority queue
• Check if the lead is the only one matching your priority rules

Leads appear in wrong order

If lead order seems incorrect:

• Review the priority ranking (drag to reorder if needed)
• Check "Sort by date" setting (oldest vs newest)
• Verify that missed-call statuses are configured correctly
• Ensure contact intervals aren't preventing expected leads from appearing

Contact intervals not working

If interval distribution isn't working as expected:

• Verify Use intelligent time-intervals is checked
• Ensure missed-call statuses are selected correctly
• Check that leads actually have the selected statuses
• Review min time between calls - it may be too long
• Verify interval times align with your working hours

Summary

Playlist is an intelligent lead prioritization system that automatically serves the highest-priority lead based on your defined rules. Activate Playlist in Campaign Settings → Playlist and configure priority order (follow-ups, missed calls, new leads, aged leads). Customize lead display with placeholders, exclude leads by age, status, or assignment, and set up intelligent contact intervals to distribute calls throughout the day. Configure time interval settings including start/stop times, interval length, max calls per lead per interval and per day, and minimum time between calls. Manage aged and idle leads by defining when leads should be included based on inactivity thresholds. Once configured, click the play icon in the campaign header to automatically load the next highest-priority lead. Playlist evaluates all rules in real-time and always presents the most important lead to work on. Use best practices for priority ordering, contact strategy, age management, and team assignment to optimize lead handling efficiency.

? Common searches

playlist • lead prioritization • automated lead queue • play button • contact intervals • missed calls • follow-up management

? Also known as

lead queue • priority queue • automated workflow • lead distribution • smart dialer • lead routing

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