Contact list rules

Caller exceptions in an inbound agent’s AI hours section are shared across the organization. On supported Twilio connections, a valid matching contact-list rule overrides the weekly schedule, for example for VIP clients or support contracts.

How they are applied

When a call comes in, the system looks the number up among the organisation's contacts. If it finds it, it checks which lists the contact belongs to and which rules are active for those lists. A matching rule wins over the weekly schedule; otherwise the schedule applies as usual.

Priority

A contact can belong to several lists, so several rules can match the same call. In that case the lowest priority value wins: 1 beats 10. Give the lowest numbers to the most specific exceptions.

Validity period

Each rule can have a start and an end date. Outside that range the rule is ignored and those callers follow the weekly schedule again. Leave both dates empty to keep the rule always active.