Returning callers on Qualify inbound leads

Turn it on

1. Open a Qualify inbound leads campaign's Qualification step.
2. In the Callers who qualify card, switch on Transfer callers who pass and enter the number in Transfer to, in full with its country code.
3. Switch on Remember callers for 14 days. It cannot be on without transfers, and switching transfers off turns it off.
4. Publish the change.

When a caller comes back

ACR matches the caller by phone number and looks at their most recent conversation with the same campaign in the last 14 days. It uses that conversation only if every question in it, required or not, got an answer.

• They passed. The new conversation counts as Qualified at once, and the agent thanks them for calling back and transfers the call without asking the questions again.
• They failed. They are turned away with "Thanks for contacting us. The team has your details and will follow up if there is a fit."
• Neither. With no conversation in the 14 days, or a latest one that left a question unanswered, the agent asks the questions as usual.

The repeat limit is checked first, so a sixth conversation in 24 hours is turned away either way.

Limits of caller memory

Transfers happen on calls only. A caller who passed and then texts is counted as qualified again, and the agent replies as usual. Inbound calls are not switched on yet, so no call has been transferred for a real store.

The 14 days count from the start of the earlier conversation. They have nothing to do with the attribution window on the Conversions page.