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Sticky number assignment

Sticky behavior is built into the campaign number pool on Create campaign → Telephony (the Telephony step of the new-campaign flow): after the first number successfully reaches a contact, the platform reuses that number on later attempts for the same contact so retries show a consistent caller ID. There is no separate “enable sticky” checkbox in the UI—the pool copy and How the number pool works explain it. Contact history showing a sticky assigned number. What the static should show: Telephony step Number Pool area with the blue callout visible when the pool has more than one number: “How we pick the first number…” mentioning weighted random first dial and that “Once a contact is reached, that number sticks for their retries.”

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What operators see in the wizard

When two or more numbers are in the pool:
  • Main pool blurb: “One contact typically lands on the same number across retries (sticky)…”
  • Highlighted paragraph (How we pick the first number):
    • First number per contact is a weighted random pick at dial time.
    • Primary is not used first by default; two contacts can share a number.
    • Once a contact is reached, that number sticks for their retries.
In How the number pool works → 3. Sticky contacts:
  • The first number that successfully reaches a contact is remembered and reused on later attempts.
GIF media slot What the GIF should show: Campaign task list / results row where the From number shows a small lock icon and tooltip Sticky – number locked to this contact after answered call.

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Where sticky shows up after dialing

On campaign task rows (results table), the from number links to the phone number detail when a from-number id is set. When the task’s sticky number matches that from number, a Lock icon appears with tooltip:
  • “Sticky – number locked to this contact after answered call”
Use that icon to confirm the dispatcher reused the sticky mapping for that task’s attempt.

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How this differs from “primary”

  • Primary From Phone Number is required and acts as a fallback when the pool logic cannot pick (see How the number pool works → 1).
  • Primary does not force the first outbound attempt for every contact when multiple pool numbers exist—the UI explicitly says the first dial is not “primary first.”
Video media slot What the video should show: Telephony step with pool ≥ 2 and the sticky copy, then a campaign results view highlighting a row with the sticky lock next to the caller ID.