Your line's rules
The Rules tab of your campaign line, what happens on its own after a voicemail lands. Text back a missed callback, alert your team, send leads to your CRM, and tell your CRM when someone opts out.
The Rules tab of your campaign line says what happens on its own after a voicemail lands, on every campaign: when a callback goes unanswered, when it is answered, when someone texts back and when someone opts out. Each rule is a short list of steps you can turn on or off.
Before you start
You need a campaign line. Before it has a number, the tab says Your rules start with your campaign line., with Get a number for the account owner. See Get a number.
The account owner and admins change the rules. A member or a viewer reads them: their cards say View instead of Edit, and the switches are off limits.
Each person's own alerts are set in Settings, not here. See Alerts and the daily summary.
Open the rules
Open Campaign line in the sidebar.
Select the Rules tab.
What you see
"What happens on its own after a voicemail lands, on every campaign." Then four cards, one for each rule, and Always on at the foot. Each card says how many of its steps are on, for example "All 3 steps on" or "2 of 3 steps on", with Edit and a switch.
The four rules
| Rule | Its steps |
|---|---|
| When a callback goes unanswered | Text them back, Alert your team, Send a lead to your CRM |
| When a callback is answered | Send a lead to your CRM |
| When someone texts back | Alert your team, Send a lead to your CRM |
| When someone opts out | Off every campaign, Tell your CRM: do not contact |
What each step does:
Text them back: one text to a customer whose callback nobody answered, saying sorry and how to reach you. "One text per person a week, between 9 a.m. and 9 p.m. on their clock. Never to your own phones or your team's." Off until you turn it on. See A text after a missed callback.
Alert your team: "Each person picks their own alerts, by email, text or the bell." It is always on; who hears what is each person's choice. Open Notifications opens your own. When the line texts your alert mobiles about replies, the card names them.
Send a lead to your CRM: the moment goes to your CRM as a lead, to the address on Your CRM. Until an address is saved, the step says "Connect your CRM first, on Your CRM." See Send leads to your CRM.
Off every campaign: "A STOP reply takes that person off every campaign right away, and START brings them back. Always on." See Opt-outs.
Tell your CRM: do not contact: "An update on their lead when it already reached your CRM, otherwise a do-not-contact record. Off until you turn it on."
Change a rule
On the rule's card, select Edit.
In the window, turn each step on or off with its switch.
Select Save. Cancel leaves it as it was.
What you see
the card's count of steps on, and each step's line, updated.
The switch on a card turns every step that can move on or off at once. Alert your team and Off every campaign never move.
Which replies become leads
On When someone texts back, the CRM step lists Replies that read as: Wants a visit, Has a question, Not now, Vehicle gone or paid off and Wrong number. "A reply that reads as one of these goes to" your CRM's address "as a lead."
Select Edit on When someone texts back.
Tick the kinds of reply that should become a lead. At least one stays ticked.
Select Save.
Every kind but Wrong number is ticked to start. The kinds are "Read from their words, like the tags in your inbox. You can still send any reply from the inbox."
When a step can't turn on
Text them back needs your sender details. Until they are saved, the step says "It needs your business details first." with Add them in Calls and texts, and its switch stays off. Turning on the whole rule turns on its other steps, and the page says "Text them back stays off until your business details are in." See Sender details.
When text-back is held for your store, the step reads "Off for this store for now."
If your callbacks ring through a phone setup managed outside the dashboard, the page says "Your callbacks ring outside the dashboard, so the callback rules wait until we can see those calls."
Always on
At the foot of the tab, what every campaign does without a switch:
Voicemails go out in calling hours on the person's own clock: weekdays 9 a.m. to 9 p.m., weekends 10 a.m. to 6 p.m. Texts go between 9 a.m. and 9 p.m. See Calling hours.
When a campaign finishes, its results are emailed to your account. See The emails a campaign sends you.
Good to know
The rules belong to the line, so they apply to every campaign that goes out on it.
The CRM steps for a missed callback, an answered callback and a reply start on. They only send once your CRM's address is saved.
If the rules can't be read, the tab says "Your rules didn't load." with Try again.
Related
Last updated November 4, 2026
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