Agent workspace

Reading contactability preflight results

The preflight checks consent, quiet hours, attempt caps, and holidays per channel before every touch. Here is how to read it.

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Before you call, text, or email a contact, DialSplice runs a contactability preflight. It checks consent, quiet hours, attempt caps, and holidays for each channel separately, using the location’s local time. The check runs at execution time, so a result can change between when you open the item and when you press Call.

What you’ll see

The Contactability preflight card sits under the contact header. It shows the contact’s local time, for example “Local 3:52 PM”, and one row per channel:

  • Voice · OK · consent on file — you can call now.
  • SMS · Blocked · quiet hours until 8:00 local — no text until the quiet-hours window ends.
  • Email · OK · opt-in on file — you can email now.

A green OK means the channel passed every rule. A red Blocked names the rule that failed. Blocked channels have their action button disabled in the Call / Text / Email / Book row.

What each check means

  1. Consent. The contact has agreed to this channel. Consent flags are read from your CRM and system of record.
  2. Quiet hours. The current local time at the contact’s location falls inside the allowed window for this channel.
  3. Attempt cap. The contact has not reached the cap for this cadence, for example “attempt 3 of 5”.
  4. Holidays. The date is not a configured holiday for the location.
  5. Channel block. No do-not-contact or block flag applies to this channel.

The ledger records a preflight.evaluated event for every check, with the actor shown as “policy”.

Steps

  1. Open the work item and read the preflight card before choosing a channel.
  2. Use a channel that shows OK. If Voice is blocked but Email is OK, email is the compliant next touch.
  3. If every channel is blocked by a time window such as quiet hours or a holiday, set a disposition such as “Callback requested” with a time after the window clears. If consent, a do-not-contact flag, a channel block, or an attempt cap caused it, do not schedule contact; release or escalate the item.

If something looks wrong

  • The result changed after you opened the item. Policy re-runs at send time. A quiet-hours window may have started.
  • Consent looks wrong. Consent is read from the source system. Ask your manager to check the CRM record; you cannot override it in DialSplice.
  • The cap is reached. The item is held for manager review, not retried.
  • Click-to-call and transfers
  • Attempt caps and holds
  • Retry cadence by location
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