Repeat contact configuration
What is Repeat contact?
Repeat Contact identifies when the same customer contacts your organization multiple times within a time window you define. Each matching interaction is labeled with its position in the customer's journey (i.e. first contact, middle contact, last contact) so you can filter, report on, and export repeat contact data alongside every other signal in the platform.
You can create multiple configurations, each using a different contact window. Once a configuration is published, the platform begins labeling new matching interactions automatically from that creation date forward.
Contact your account manager to learn more about getting started with Repeat Contact.
Set up a repeat contact configuration
Users with the Customer journey admin permission can create and manage repeat contact configurations. Open the Repeat Contact Configuration page from the Platform menu in the upper-right corner of the screen.
When creating a configuration, set the following:
- Name and description — appears as a column header in exports and as a filter label in Search. Give each configuration a name and description that reflects the time window it covers.
- Repeat contact window — the number of days within which a follow-up contact is counted as a repeat (for example, 3, 5, or 7 days).
Click Save to activate the configuration. The platform begins tagging new matching interactions immediately. Interactions that occurred before the configuration was published are not retroactively tagged
A notification appears after saving, confirming where to find the data and when interactions will begin appearing.
How repeat contact labels work
Each configuration assigns one of four labels to matching interactions based on where that contact falls in the caller's journey within your defined window:
- First — the earliest contact in a sequence of two or more repeat contacts within the window.
- Middle — any contact between the first and most recent in a sequence of three or more.
- Last — the most recent contact in a sequence of two or more.
- None — a contact with no other contacts from the same caller within the window at the time it was processed.
Labels update as the journey grows
Labels are not fixed at the moment an interaction is processed. When a new contact arrives within the window, the labels on earlier interactions in that journey update automatically to reflect the caller's complete sequence.
For example, with a 3-day repeat contact window:
- A caller contacts on Monday. No follow-up has arrived yet, so Monday is labeled None.
- The same caller contacts on Tuesday. Monday's label updates to First; Tuesday is labeled Last.
- The caller contacts again on Thursday (a 3-day window has not passed since the last contact on Tuesday). Tuesday's label updates from Last to Middle; Thursday becomes the new Last.
This means the label on an interaction may differ from what it showed when the call was first processed. When you filter or report by repeat contact position, the platform always uses the current label, reflecting the caller's complete journey up to that point.