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Elements of Campaigns: Pulse and Nodes

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Pulse

Pulse is an omnichannel workflow builder designed to bring all your campaign communications together in one place. Within Pulse, you can set:
  • Time delays
  • Loop conditions
  • Contact cadences
  • SMS messages
Every call node supports conditional logic based on dispositions, which are automatically determined at the end of each call. For example, if a call disposition belongs to a group you label “No Contact,” you can set up subsequent contact attempts via SMS or redial.

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Pulse Nodes

Every Pulse configuration includes these node types:

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1. Entry Node

Indicates when and how customers enter the campaign based on your campaign triggers.

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2. Call Node

Triggers an outbound call (for outbound-first campaigns) or indicates a call event (for inbound-first campaigns). Each call node supports:
  • Pre-call SMS — Send a text from the same number you’ll call from, letting members know you’re calling and why. On modern smartphones, this functions as a form of caller ID since the device will populate your business name from the text message. This is a best practice for maximizing contact rates.
  • Voicemail messages — Enable a specific voicemail for each call attempt.
  • Customer variables — Personalize SMS messages and voicemails to maximize contact rates and inbound callbacks.

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3. Disposition Routing

Define groups of dispositions to control downstream logic. For example, split the Pulse based on connected calls vs. unconnected calls to set up redial attempts for missed calls.

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4. SMS Node

Send custom messages or reuse existing SMS templates to deliver personalized texts at any point in the contact cadence.

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5. Wait Node

Insert a static delay or wait until a specific time in the customer’s local time zone before performing the next action.

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6. Loop

Repeat a set of nodes a specified number of times before exiting — useful for simplifying complex multi-attempt cadences.

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7. Exit Node

Marks the end of a contact cadence. Exit nodes are typed as either Success or Failed, which feeds into your campaign analytics.

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Escalation Preferences and Assistant Handling

For core Retention Suite campaigns, you can configure how your assistant handles specific member questions and escalates complex cases. For each scenario, you can select:
  • Transfer — The assistant will transfer the call (with warm transfer options) to your specified destination.
  • Book an appointment — The assistant will schedule a meeting using your calendar availability.
  • Create an inquiry — The assistant will capture the question for asynchronous resolution.

Transfer Destinations

Configure internal and external transfer destinations and routing.

Campaigns Appointments

How appointments work with your calendar.