Cooldowns

Definition of 'Cooldown', which is a concept in our dialer which is a safety mechanism that prevents leads from being parallel dialed too frequently by accident (or on purpose)

What is a cooldown period?

• When you use Parallel Dialing mode, we track, for each lead’s phone number, their last dial attempted time via the parallel dialer.

• We add 4 hours to that last dial attempted time.

• This time window, between last dial attempted, and 4 hours from last dial attempted, is known as a cooldown period.

You'll be able to see that a lead is in 'cooldown' in the dialer if you see a grey clock icon next to the lead's name in your list view:

If you see a grey clock icon next to the lead's name in your list view instead of their initials, it means the lead is in 'cooldown'.

Cooldown information can also be found in a column called Cooldown time in your list view:

What happens when a lead is in a cooldown period?

You can’t parallel dial into that lead until the cooldown period ends.

OK, so I can't parallel dial into a lead in cooldown. Can I single dial into them?

Yes. Here's a video showing you how:

Why does a cooldown period exist?

• Cooldown periods are like safeties on guns or guardrails on highways. The default period of 4 hours serves two purposes:

  • Protect the [phone number your dialing from]’s phone deliverability and reputation with phone carriers (phone numbers have similar deliverability scores just like emails have inbox deliverability scores)

  • Protect the prospect from being in a terrible mood from some random number that keeps trying to call them every 20 minutes.

Can I customize my cooldown period?

• Yes, if you're a GlenX user on a GlenX Campaign, but it's not customizable on a per Caller (aka Fractional Rep) basis for Marketplace Campaigns.

• Cooldown periods are set to a default 4 hours to prevent your parallel dialer from becoming a spam cannon. On rare occasion, certain campaigns may adjust their cooldown periods, which is a setting managed by businesses, not individual reps.

What should I do if all my leads are in cooldown period?

• Three strategies:

1. Click into each lead and call into them in single dial mode

2. Wait for the cooldown period to end (you can see when a lead completes their cooldown period by hovering over the grey clock icon next to the prospect name)

3. Select all leads in cooldown period in bulk, remove them from your list, and pull more leads using the “Pull more leads” button, which should get you a fresh set of leads.