Genesys Cloud - Main

Hello,

I am working on a follow-up sequence where if the call in the first campaign goes to voicemail or fails, we send that contact list record to a few other campaigns: 

1. A follow-up call 2 days later
2. An SMS campaign the next day at 9:00 AM
3. An Email the next day at 9:00 AM 

There is more logic to this, but if I can figure out the first part of the series, I can apply it to the rest.

My initial plan was to create a contact list with a column named "SMS Send Date and Time" which will be set to the date for the following day after the initial call goes to voicemail. My first attempt is to utilize contact list filter, which seems to filter it correctly; however, the campaign doesn't send the SMS at the designated time. For example, I set the date and time for today at 9:00 AM PST and had inserted the record an earlier earlier for testing into the contact list. The campaign is set to always running, but when 9:00 AM came around, it did not filter for it. I am assuming the filter only applies at the time of insert into the contact list and it is not constantly checking. 

My goal is to send the record from one campaign to the next which will have different follow-up dates, but when they respond either SMS, inbound call, or Email, they are removed from all contact list as no follow-up is needed.

Is this achievable out of the box or would I have to write a program to check every minute on a task automation to insert into the contact list when it is needed?

Thank you

@Chris Bohlin These seems like a candidate for Work Item Routing.

Hi Andrew, a sequence of work may fit better with Work Item Routing which is in beta at the moment. In that model a work item would automatically transition to the next stage unless something like a response triggers a change.

For the campaign you will likely need to reset to get it to sort and filter again unless you have Dynamic Queueing enabled.