If multiple policies exist for the same state, the most conservative approach is applied to the state. To understand which of the policies takes precedence when contacting a customer, consider the following scenarios.
General
Scenario 1
The following types of policies exist on the Voice or SMS tab:
- Policy 1: State = California; Start Time = 09:00
- Policy 2: State = California; Start Time = 10:00
The policy with the latest start time (that is, Policy 2) is considered.
Scenario 2
The following types of policies exist on the Voice or SMS tab:
- Policy 1: State = California; End Time = 21:00
- Policy 2: State = California; End Time = 20:00
The policy with the earliest end time (that is, Policy 2) is considered.
Voice
The following types of policies exist on the Voice tab:
- Policy 1: State = California; Start Time = 10:00; End Time = 20:00
- Policy 2: State = California; Do Not Dial = true
The policy in which the Do Not Dial checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.
SMS
The following types of policies exist on the SMS tab:
- Policy 1: State = California; Start Time = 10:00; End Time = 20:00
- Policy 2: State = California; Do Not Text = true
The policy in which the Do Not Text checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.