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Delay a Call for a Specific Condition Match

Use this guide when some alerts should call immediately, but others should wait or only call when certain fields match.

This is one of the main reasons to use more than one Communication Routine inside the same Communication Rule.

Example goal

In this example:

  • every matching responder gets an SMS immediately
  • a call is delayed
  • the call routine only runs for high-priority alerts

Before you start

Make sure:

  • the needed field is already extracted by your Alert Schema
  • the responder already has a verified phone number
  • you already have a working Communication Integration

Steps

  1. Open Create Communication Rule.
  2. Enter the rule Name.
  3. Click Add Routine.
  4. For the first routine:
    • choose the Integration
    • set Actions to Send SMS
    • keep Delay at 0
    • save the routine
  5. Click Add Routine again.
  6. For the second routine:
    • choose the Integration
    • set Actions to Make Call
    • set Delay to the wait time you want
  7. In Routine Conditions, add the field that should control the call.
  8. If the field contains values such as P1, P2, or P3, enable Is Priority so greater than and less than operators compare priorities correctly.
  9. Save the routine.
  10. Save the Communication Rule.
  11. Attach that rule to the needed Line Member.
  12. Send a real alert that matches the condition.

Practical patterns

Useful examples:

  • immediate SMS, delayed call for P1 only
  • immediate call, second delayed call only for one service
  • one routine for all alerts, another only for one schema

What to check in the test

After you send the alert, confirm:

  • the responder received the first routine
  • the delayed call only happened when the condition matched
  • the call did not run for alerts outside that condition