Applies to: Admins/Owners managing Calls → Follow-Up.
Outcome: Understand overlap, set rule priority so the intended rule fires, and verify behavior.
Time to complete: 5–10 minutes.

What is “overlap”?

An overlap occurs when one call matches two or more Follow-Up rules (e.g., Missed + Sales and Missed + All Departments). MyOperator prevents duplicates by executing only one rule.

How selection works (the winner)

• The system evaluates all matching rules and executes the highest-priority (topmost) rule.
• Topmost = wins. All other matching rules are ignored for that call.
• Priority is the order shown in your Follow-Up rules list.

Prerequisites

• Role: Admin/Owner with permission to manage Calls / Follow-Up.
• Feature state: Follow-Up must be Enabled.
• Design tip: Draft specific rules first (e.g., Missed + Sales), then a general catch-all at the bottom.

Set or change rule priority (numbered steps)

1. Open rules
   Dashboard → Calls → Follow-Up
2. Enable the feature if prompted (Enable the rules).
3. Open priority/order
• Click Reorder / Set Priority / Edit order (label may vary).
4. Drag & drop rules to place most specific/important on top.
5. Save.

Expected result: For future calls that match multiple rules, the topmost applicable rule triggers a single Follow-Up task; others are skipped.

Copy-paste nav: Calls → Follow-Up → (Enable) → Reorder/Set Priority → Drag & drop → Save

Verify your ordering (2-minute test)

1. Place two test calls that would match both a specific and a general rule.
2. Open Calls → Follow-Up and confirm only one task was created each time.
3. Check the assignee aligns with the rule on top.

Success criteria: Exactly one task per call, created by the highest-priority rule you intended.

Edge cases & limitations

• Identical conditions in two rules: The higher one wins; remove duplicates to reduce confusion.
• Disabled rule: Disabled rules never win, even if higher.
• Changing order later: Affects future calls only; does not change tasks already created.
• Too-broad criteria: If your general rule is on top, it will always win—move it below specific rules.
• No match: If no rule matches, no Follow-Up task is created—consider a bottom catch-all.

Troubleshooting

• “Wrong rule fired.” Recheck priority order; move your intended rule above broader ones.
• “Two tasks appeared.” Ensure duplicates aren’t being created by another module; in Follow-Up itself, only one rule should win.
• “Nothing happened.” Verify Follow-Up is Enabled, the rule is Active, and the test call actually met the rule’s criteria (department/DID/time).