Resolve After-Call SMS (Custom) rule overlap and set the correct priority

Applies to: Admins/Owners managing After-Call SMS (Custom).
Outcome: Ensure that when multiple rules match the same call, only the intended rule fires.
Time to complete: 5–10 minutes.

What is “rule overlap”?

When a single call matches two or more After-Call SMS (Custom) rules (e.g., Incoming + Missed and Sales Department), that’s an overlap. MyOperator executes one rule to prevent duplicate/conflicting messages.

How selection works

• The platform evaluates all matching rules and executes the highest-priority rule.
• Priority is controlled by the order you set in the Priority screen.
• Topmost = highest priority. Lower items are ignored for that call.

Prerequisites

• Role: Admin/Owner (permission to manage After-Call SMS).
• Your list of current rules and an idea of which should win when overlaps happen (specific > general).

Set or change rule priority (numbered steps)

1. Sign in to the MyOperator Dashboard.
2. Go to Communication/Automation → After-Call SMS → Custom.
3. In the rules table, find Actions → click Set Priority.
4. Drag and drop rules to reorder them (most specific/important on top).
5. Click Save to apply.

Expected result: The priority list updates. For future calls that match multiple rules, the topmost applicable rule sends the SMS; others are skipped.

Copy-paste nav path: Communication/Automation → After-Call SMS → Custom → Actions: Set Priority

Design tips to avoid unintended overlaps

• Make rules mutually exclusive where possible.
  Add narrow conditions (e.g., Department = Sales and Call Status = Missed), so broad “catch-all” rules don’t win.
• Order specific rules above general ones.
  Example order: Missed+VIP > Missed+Sales > All Missed
• Create a default fallback rule at the bottom for “everything else.”
• Document intent in the rule name (e.g., Sales | Missed | Post-IVR).

Verify your configuration (quick test)

1. Place two test calls that should hit different rules but could overlap (e.g., a Missed call to Sales from a VIP number).
2. After calls finish, check your SMS recipient (test number) and reports/logs for which template actually sent.
3. Confirm it matches the topmost intended rule.

Success criteria: Exactly one SMS sent per call, from the correct rule/template.

Edge cases & limitations

• Only one SMS per call: When multiple rules match, non-winners do not send. If you need more content, consolidate it into the single winning template.
• Priority changes apply going forward: They do not retroactively change messages already sent.
• Missing rule matches: If no rule matches, no SMS is sent—use a bottom fallback rule.
• New departments/users: Re-review priorities after org changes to keep specific rules on top.

Troubleshooting

• The wrong SMS was sent:
• Recheck the priority order; ensure the intended rule is above broader ones.
• Verify rule conditions (status, direction, department, user).
• Two messages went out:
• Confirm there aren’t duplicate rules with identical conditions. The engine executes one, but duplicate setups across different modules/integrations could cause duplicates—remove or merge.
• Nothing sent:
• Ensure at least one rule matches; add a fallback rule at the bottom.

Escalation template (fastest path)

Subject: After-Call SMS rule overlap — unexpected result
Body (copy-paste):

• Account/Company: [Name]
• Call example(s): [Caller → Callee, Date/Time IST]
• Expected rule/template: [Rule name]
• Actual rule/template: [Rule name]
• Current priority order (top→bottom): [paste list]
• Screenshots/exports: [attach if available]

Send to support@myoperator.co or your Account Manager.

Related articles

• Create an After-Call SMS (Custom) rule — fields, conditions, and templates
• Edit or disable an After-Call SMS rule — safe changes and testing
• Incoming vs. Outgoing components — which calls your rules can target

FAQ (quick answers)

Can I make two different SMS send for one call?
No. Only one rule executes. Combine messages into the winning template.

What if two rules have identical conditions?
Order determines the winner. Keep just one (preferred) and delete/disable the duplicate.

How often should I review priority?
Whenever you add new departments/users or change call flows—and at least once per quarter