Contact cooldown and the 72-hour conversation hold

Two safeguards that stop a lead getting several campaigns' messages at once, or a marketing message in the middle of a conversation.

A person can be in more than one of your campaigns. Rather than block that, KonvoLead delays a campaign's message or call when it would be too much. Nothing is dropped straight away: the message or call is moved to later.

What is checked

Both checks run on a campaign's opening WhatsApp message, its calls (first try and retries), and the WhatsApp message a call-first campaign switches to. Follow-up messages are never held. They're checked at the moment of sending, not at launch.

1. Contact cooldown

If another campaign messaged or called this person in the last N days, the message or call waits until N days have passed since then.

• N is Gap between campaigns, under Contacting leads on Settings. New accounts start at 0, which means the cooldown is off. Set a number of days to turn it on.
• Contact from the same campaign never counts towards the cooldown. A campaign's own follow-ups, its call after an unanswered WhatsApp message, and its calls after no answer aren't held by it.

2. The 72-hour conversation hold

If the person messaged you on WhatsApp in the last 72 hours, the message or call waits until 72 hours after their last message. This stops a marketing message or call landing on top of a live conversation with the agent. Unlike the cooldown, it applies to a campaign's own calls and switch to WhatsApp too.

• Only written messages count. A phone call that has ended doesn't start the hold.
• This hold can't be switched off.

What isn't affected

• Follow-up messages from a campaign that has already reached the person.
• Replies from the agent: it always answers a lead who writes to it.
• Messages to your sales team.

If a lead keeps being held

A message or call can be put off up to 3 times. If it's still held after that (usually because other campaigns keep contacting the same person), the campaign gives up on it. A lead the campaign hadn't reached yet is marked Not contacted in that campaign and never gets its opening message. Nothing went wrong: the safeguard did its job.

Where you'll see it

• On the campaign's Overview, Coming up shows how many leads are held by contact cooldown, why, and when they're tried again. See Following a campaign.
• In the campaign's Journey, leads it gave up on show as Not contacted under Audience.
• On a lead's page, the campaign shows that the first message is held, why, and when it's tried again. See A lead's page.

Tips

• If campaigns sent to overlapping lists seem slow, this is usually why. Check Coming up.
• If you want a second campaign to reach people quickly, lower Gap between campaigns on Settings before it starts sending.