The predictive dialer phonebank is designed to help a group of Team Members dial through a large list of supporters as quickly and efficiently as possible. The key difference is that unlike other phonebanks, where the Team Member has to listen to the ringing, the predictive dialer only connects Team Members to a call once the person on the other line picks up and answers "Hello."

This means Team Members spend their time talking to people, not waiting. The predictive dialer is part of the Professional plan.

Here's how it works:

1. Team Members open the 'Workflows' tab in the Solidarity app, pick the phonebank, and tap 'Start Calling'. They answer the incoming call and stay on it for the whole session.
2. Once they're on the line, they will be placed in a waiting room in the app, while classical music plays as they wait to be connected with a supporter.
3. In the background, the software dials as many targeted People as possible, adjusting for average pickup rates and "predicting" how many People it should call for each available Team Member. For example, if on average only 1 in 3 People answer, it may dial about 2.4 People for each waiting Team Member.
4. Once a Person picks up and says "Hello," they will immediately be connected with a waiting Team Member to begin the call.

From the dashboard "Dialer Activity" tab, you can keep track of the phonebank's activity in real-time:

Call dispositions

When viewing a predictive dialer's real-time activity from the dashboard, you will see different "call dispositions" which describe the current status of a particular call. 'Calls Made' shows each call in one of five columns:

• Currently Dialing: The dialer is calling a Person in the background and waiting for them to either answer or reach a voicemail.
• In Progress: The Person picked up and they have been connected with a waiting Team Member, the call is now underway.
• Abandoned Calls: The Person picked up, but no Team Member was free, or the Person hung up within about 5 seconds of being connected. It is usually a good idea to call these People back individually after the phonebank session, in order to properly connect with them.
• 'Completed - Answered': The Person picked up and was connected with a Team Member, and the call is now complete.
• 'Completed - No Answer': Holds calls with no answer, a busy line, a failed dial, or an answering machine.

You may want to query these calls later with the filter 'Predictive Dialer Calls by Disposition'. Its values are 'No answer', 'Busy', 'Answering machine', 'Call abandoned', 'Left voicemail', 'Call answered', 'Call failed', and 'Call in-progress'. 'Left voicemail' matches calls where an answering machine got the voicemail recording. These calls, and failed calls, show in 'Completed - No Answer'.

Answering machine automations

The "Automations" tab includes two automations that are specific to the predictive dialer:

Leave voicemail

Upload an audio file and enable the "No Answer - Leave Voicemail" automation in order to have that voicemail automatically left in a Person's voicemail if they don't pick up the call from the dialer. If a Person is called twice during a phonebank (e.g. they miss the first call, return the call, and then miss the second call after being added to the queue) they will not receive the voicemail in the inbox more than once.

This uploaded voicemail message is the same one that is used in the predictive dialer settings section if you choose to play the voicemail message for abandoned calls.

Send text

Draft a text message and enable the 'No Answer - Send Text Message' automation to send a text to the Person when the call reaches their answering machine. The dialer skips this text for a person who already has a text from this phonebank. You can also add a delay to send this message after waiting a specific amount of time after the missed call.

Predictive dialer settings

Open the Details tab and expand 'Phonebank Settings'. 'Predictive Dialer Settings' is at the bottom. It has five settings: 'Acceptable Abandonment Rate', 'Minimum Callers Before Predictive Dialing', 'How to handle abandoned calls', 'Aggressive Dialing (DND Bypass)', and 'Waiting Room Music'.

Acceptable Abandonment Rate: Ideally, the abandonment rate for a campaign is 0%, so that every Person who picks up the phone is connected with an available Team Member. But in practice, this rarely happens because no "predictive" dialer will be 100% accurate. You can make your dialer less aggressive by lowering the acceptable abandonment rate. The default is 3%.

How to handle abandoned calls: By default ('Hang Up'), the dialer ends the call when a Person picks up and no Team Member is free. You can instead choose 'Play Message' to play the recording from the 'No Answer - Leave Voicemail' automation on the 'Automations' tab.

Callbacks

When someone you called through the predictive dialer calls back the Chapter Phone Number, the callback is handled by the chapter's incoming call routing settings, not by the predictive dialer itself. The dialer does not pause or interrupt when a callback comes in. If the callback goes straight to voicemail, without ringing a team member, the person can go back in the dialing queue. The dialer then tries to reach them again.

Joining from the mobile app

The predictive dialer works from the mobile app with no computer or headset required. Team Members need only their phone and the Solidarity app.

To participate:

1. Open the Solidarity app and go to the 'Workflows' tab
2. Tap the phonebank, then tap 'Start Calling'.
3. Your phone will ring — answer it
4. Wait in the queue (you'll hear hold music) until connected with someone who answered
5. When the call ends, tap 'Available for Next Call' to go back to the waiting room. Do not hang up your own phone line. A hang up of your line ends your dialer session.

Joining from the browser (web agent)

Team Members can also join a predictive dialer session directly from their browser, using their computer's microphone and speakers — no phone call to their personal number required.

Who can join from the browser

The 'My Workflows' page lists each predictive phonebank that has not ended and whose team includes you. This includes both full Team Members and volunteers with workflow-only access. Team Members with 'Manage phonebanks' for the phonebank's scope can also join from the phonebank page.

How to join

1. Open 'My Workflows' from the account menu at the top right (or open the phonebank and click Join Phone Bank in the header)
2. Click Join Phone Bank next to the active session
3. Click 'Start Calling'.
4. Allow microphone access when your browser asks. You then go to the waiting room.
5. When a supporter answers, you are connected automatically and their profile opens in the dashboard

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Important: Keep the browser tab open while participating. The bar stays while you move between dashboard pages. Closing or reloading the tab ends your call audio.

The softphone bar

While you are in an active session, a persistent bar appears at the top of every dashboard page. It shows your current status (connecting, waiting, on a call, or wrapping up) and provides controls such as:

• Mute / Unmute — mute your microphone during a call
• Schedule Callback — schedule the contact to be re-added to the queue at a specific time
• Hangup: Ends the call with the contact. You then wrap up. In wrap up, click 'Start Next Call' to go back to the waiting room.
• No Answer — mark the call as unanswered
• Leave Phone Bank — end your session

During a call

When you are connected with a supporter, their profile opens automatically so you can view their history, update their assessment, and access field surveys. The softphone bar identifies the contact by name and tracks the call duration.

From the softphone bar or the contact's profile, you can, for example:

• Send a text to the contact mid-call using any configured text templates
• Click 'Bad Number' in the menu with three dots in the bar if the phone number is invalid
• Schedule a callback to re-queue the contact at a future time

Ending your session

Click Leave Phone Bank in the softphone bar. 'Leave Phone Bank' does not show during a live call, so click 'Hangup' first. The bar then asks you to confirm before you leave.