Sales Floor Settings

The Sales Floor tab shapes every call and text your team makes: which lead comes up next, when a lead may be reached, and what to say. Open Settings, then Client Relations Manager, then Sales Floor. It has three cards, Call List Order, Contact Rules and Sales Scripts, and a link to Automation Streams.

Call List Order

The order decides which lead the call list offers next, every time someone on the floor asks for one. It is the same for everyone working the call list. It needs the Manage the Call Floor right.

• The 1st rule decides. Each rule after it only breaks ties the rules above it leave.
• Drag the rules into order, or use Move Up and Move Down. Add A Rule adds one (up to 6); Remove takes one away (at least 1 must stay).
• A rule that sorts by the same thing as one above it has No Effect, and the page marks it.
• In Plain Words reads your order back as a sentence, such as "The call list offers the calls waiting longest first. When two leads tie, it goes by leads nobody has reached yet."
• Next Up In The Queue sits beside the rules: the next ten leads the call list would offer with your changes, re-ordering as you drag or change a rule. Each shows how far it moved (or New · Was #N) and a Why chip naming the rule that put it there. As Saved shows today's order to compare; Whole Floor and My Leads switch whose leads you see, and the market switcher narrows it. Phone numbers are hidden unless you may see that lead's contact details. Leads that can't be called right now are skipped when their turn comes.
• Nothing changes until you save.

The rules you can choose:

Contact Rules

Contact rules keep your team and your automation streams from reaching people at the wrong time or too often. They are checked before every call and text. It needs Manage Contact Rules to change them; Configure System Settings lets someone read them. Contact Rules has three parts.

Hours & Limits

When You Can Reach People shows the week at a glance, in the lead's own local time, for Calls, Texts and Automated emails, with how many hours a week each is open. It follows your edits before you save. Show Hours For lets you look at the week as your own hours, as a lead with no known state, or as any state, so you can see where a state rule closes hours (striped).

Can We Reach Them Now? is a tester. Pick a way to reach them (Call, Text or Automated Email), a day and a time in their local time (or Now), and it answers Yes or No in plain words: for example "It's too early. Calls start at 9:00 AM", which state rule narrowed the hours, and when the next opening is. Tap an hour on the week map to test it. Use it to check any moment before you rely on your rules.

Below them:

• Call Hours, Text Hours and Email Hours For Automated Sends: a From and Until time and the days of the week for each. Hours follow the lead's local time, worked out from their time zone, address or area code. Hours never run past midnight. A person sending an email by hand has no hours.
• Held Items Go Out At: anything held back outside the hours goes out at this time.
• Text Limits For Automated Sends: Texts Per Lead In 24 Hours, Texts Per Lead In 7 Days and Minutes Between Texts (0 lets texts go back to back). For example: 3 a day, 10 a week, 30 minutes apart.
• What Counts As A Conversation: the shortest connected call, in seconds, that counts as a conversation. A shorter call counts as an attempt.
• A Text STOP Or Email Unsubscribe Stops All Outreach. Off: an opt-out blocks only that channel. On: it also stops all outreach to the lead on every channel. Example: on, a lead who texts STOP gets no more calls or emails either.
• Consent Proof: the fields of proof of consent you keep for each lead, each a Text, Link or Date And Time. Live feed and file import mappings can fill them in. A removed field keeps what is already recorded.

The page warns you when hours can never open, for example when Until is earlier than From or no days are picked.

State Rules

A state rule gives leads in one state tighter call or text hours, or fewer calls a day (1 to 50). Add A State, then fill in only what that state changes; an empty box keeps your own hours. A state rule can only narrow your hours, never widen them, and the page tells you when a rule adds nothing. A lead with no known state gets every state rule at once. See State Rules.

People Not To Start

A list of people an automation stream will never start. Add them with Upload A CSV or by pasting rows (first name, last name, phone, email). A match keeps the lead out of the stream and lands in the review queue. A first name alone never matches. This part shows once your organization has automation streams and you may manage them. See People Not To Start.

Sales Scripts

A script lets everyone say the important things the same way. Agents read it beside the lead in the Interaction Center and tick off each part as they go. It needs the Manage Sales Scripts right and at least one market.

• Each market has its own scripts, in its own order. Pick a market in the header; with All Markets picked, the page lists every market with how many scripts are in use and archived.
• New Script: a Script Name, When To Use It, the market, and the Parts Of The Script. Keep each part to one idea, and mark it Say This (read to the customer) or For You Only (a note for the agent).
• In Use lists the scripts agents see, in the order they see them. Drag a card to move it; the order saves as soon as you drop it.
• Each script's actions: Edit, Duplicate, Archive and Delete. Archived lists scripts agents no longer see; Put Back Into Use brings one back.

See Sales Scripts on the Floor for what agents see.

Automation Streams

Automation streams, follow-ups that call, text and email leads on a schedule, live under Settings › My Account. The Sales Floor tab links to them, and they follow the contact rules above. See Automation Streams Explained.