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Engagement Strategy

This article is best for: 🟧 Users New to Taalk Platform

Contact engagement with Taalk is straightforward and can be managed through two key options: Voice-only Campaigns or Multi-channel AI Playbooks.

  • The Voice-Only mode is a continuous dialing campaign setting designed for uninterrupted voice-based outreach. In this mode:

    • AI Agents or Live Agents engage in continuous outbound voice calls without manual intervention between calls.

    • Calls are placed back-to-back as long as contacts are available in the campaign list. The system automatically follows TCPA Federal & State calling time rules to ensure compliance.

    • No pauses or waiting periods unless manually stopped or adjusted by the campaign owner.Ideal for high-volume outreach, maximizing call throughput and engagement.

  • The Email-Only mode is optimized for bulk email delivery with maximum efficiency and speed. In this mode:

    • AI-driven automation ensures rapid, high-volume email sending while maintaining deliverability best practices.

    • The system prioritizes inbox placement by managing sending frequency, domain reputation, and compliance with CAN-SPAM and GDPR regulations.

    • No throttling unless specified, allowing for continuous email dispatch to the campaign list.

    • Supports customized templates, dynamic content, and A/B testing to maximize engagement.Ideal for large-scale email outreach, marketing campaigns, and automated follow-ups.

  • Multi-channel AI Playbook mode automates sequential outreach across multiple communication channels to nurture leads over time. In this mode:
    • AI-powered automation schedules and delivers messages across voice, email, SMS, and other digital channels.
    • Messages are sent in a timed sequence based on predefined intervals, engagement triggers, or user behavior.
    • The system adjusts pacing dynamically to maximize response rates while maintaining compliance with TCPA, CAN-SPAM, and GDPR regulations.
    • Personalization and segmentation ensure that recipients receive relevant messages at the right time.
    • Ideal for lead nurturing, sales follow-ups, customer engagement, and retention strategies.

When scheduling your engagement strategy, consider the following factors:

  1. Max Retry per Contact: Define how many times you want to reach out to each contact throughout their lifecycle, ensuring compliance with TCPA and DNC restrictions. Establish the frequency and interval of these interactions to avoid over-contacting, while still maintaining an effective outreach strategy. 0 means we will continue calling this person unless the Stop When criteria is met.

  2. Do Not Disturb Management: Our platform includes a feature to address Apple and Google Android’s Do Not Disturb modes. This prevents unnecessary callbacks and allows you to manage responses effectively. If a customer is available, the call can be answered, transferred to a closer, or routed directly to a specified phone number.

  3. Engagement Stop Conditions Stop contacting this contact when it's transferred to your closers/live agents, or when it's answered.

These features make it easy to control your campaign and audience engagement, ensuring your outreach efforts are both compliant and effective.

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In Taalk’s AI agent framework, the Engagement Stop Condition is a critical setting that defines when the agent should stop interacting with a contact. Depending on the nature of the interaction and the desired outcome, you can select from several options to specify when to end the engagement. Below are the available options for Engagement Stop Conditions:

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1. Call is Answered: This condition triggers the stop of the engagement once the call is answered by the recipient. It ensures that the agent halts any further attempts as soon as the recipient picks up the call, leading to live interaction or conversation.

2. Call is Transferred to a Live Agent

•Description: If the call is transferred to another agent or system, the AI agent engagement will stop. This condition is useful in cases where the AI has fulfilled its role, and the interaction is handed over to a live agent or different system.

3. On Success (Taalk_Success Field is True): If the Taalk_Success field is set to true, the engagement will automatically stop. This condition ensures that the interaction stops based on a predefined success criterion. For example, if the agent successfully completes a qualification or provides the correct information, the system will consider the engagement a success and end it. More on this: Set Taalk_Success to Stop Engagement

4. On Success or Transfer: Either Taalk_Success is set to true or a call is transferred. Stop it.

5. Message or Email Link is Clicked: The engagement will stop when the recipient opens the provided message URL. This can be useful in campaigns where the goal is to track customer interaction with a URL, such as a product link or a promotional offer. The system will terminate the engagement once the customer clicks and opens the link.

5. Never Stop: This condition prevents the engagement from stopping, regardless of the outcome. It is useful in cases where continuous interaction is required, or there is no specific stopping condition.