Original Question:

Bruce Kuczinski asked:
“If a contact has a landline, how can I make that number the default number for dialing without triggering unsuccessful SMS messages when it’s in a campaign?”

Answer:

If you have contacts with landline phone numbers, Agent CRM will attempt to send SMS messages, but those messages will not be delivered since landlines do not accept texts. While you won’t be charged for undelivered SMS messages, you may want to prevent landline numbers from being included in SMS campaigns altogether.

Here’s a step-by-step solution to manage landline contacts and ensure Agent CRM calls them instead of attempting to send texts.

Option 1: Use a “Landline” Tag & Trigger to Remove Contacts from SMS Campaigns

1️⃣ Create a “Landline” Tag

  • Go to Settings > Tags
  • Click “Create New Tag”
  • Name it “Landline” and save

2️⃣ Manually Add the “Landline” Tag to Contacts with Landlines

  • Go to the contact’s profile
  • Click “Tags”
  • Select “Landline”

3️⃣ Set Up a Trigger to Remove Landline Contacts from SMS Campaigns

  • Go to Automation > Triggers
  • Click “Create Trigger”
  • Trigger Condition: Select “Tag Added” and choose “Landline”
  • Action: Choose “Remove from Campaign” and select your SMS campaigns
  • Click Save & Activate

📌 Now, whenever you tag a contact as “Landline”, they will automatically be removed from all SMS campaigns, preventing undelivered messages.

Option 2: Separate Landline Contacts into a Voice-Only Campaign

If you frequently deal with landline contacts, you may want to separate them into a voice-only campaign for better organization.

1️⃣ Create a New Campaign for Landline Calls

  • Go to Marketing > Campaigns
  • Click “Create New Campaign”
  • Name it “Landline Call Campaign”
  • Add a Call Event instead of an SMS

2️⃣ Use a Trigger to Add Landline Contacts to This Campaign

  • Go to Automation > Triggers
  • Click “Create Trigger”
  • Trigger Condition: Tag Added (Landline)
  • Action: Add to Campaign and select “Landline Call Campaign”
  • Click Save & Activate

📌 Now, any contact marked as a “Landline” will automatically be removed from SMS campaigns and added to a voice-only campaign instead.

Key Takeaways

✔ Tag landline contacts as “Landline” to prevent unsuccessful SMS messages
✔ Set up an automation trigger to remove landline contacts from SMS campaigns
✔ Create a separate call-only campaign for landline contacts if needed
✔ No charges apply for undelivered SMS messages, but organizing contacts properly can improve efficiency

By implementing these strategies, you’ll ensure that Agent CRM correctly handles landline contacts while maintaining a seamless communication workflow.

More Resources

To further refine your understanding and improve your Agent CRM experience, explore these related blog posts:

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