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.

Here's how it works:

1. Team Members open their app "workflow" tab and connect to an active predictive dialer session initiating a call on their phone line.
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 (eg. if on average only 1 in 3 People are answering, then it may simultaneously dial 3 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. You may want to query these call dispositions later via a Filter:

Currently dialing: The dialer is calling a Person in the background and waiting for them to either answer or reach a voicemail.

Call in progress: The Person picked up and they have been connected with a waiting Team Member, the call is now underway.

Call completed - answered: The Person picked up and was connected with a Team Member, and the call is now complete.

Call completed - no answer: The Person did not pick up the phone.

Call completed - no answer, left voicemail: The Person did not pick up the phone and we left them the pre-recorded voicemail.

Call failed: The outgoing call failed.

Call abandoned: The Person picked up the phone, but there were no active Team Members available to accept their call. It is usually a good idea to call these People back individually after the phonebank session, in order to properly connect with them.

No answer - Automations

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

Leave voicemail

Upload an audio file and enable the "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 "Send Text Message" automation in order to have a text message sent to the Person immediately after they miss your call. You can also add a delay to send this message after waiting a specific amount of time after the missed call.

Predictive dialer settings

There are two settings that can be optionally customized for predictive dialers:

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 call: By default, when there is no Team Member available to talk with a Person who picks up your call, the call is simply hung up. You can instead choose to play a recorded voicemail message that you upload in the "Automation" 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 to voicemail, the person is automatically re-added to the dialing queue so the dialer will attempt 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 just need their phone and the Solidarity Tech app.

To participate:

1. Open the app and go to the Workflow tab
2. Tap to join the active dialer session
3. Your phone will ring — answer it
4. Wait in the queue (you'll hear hold music) until connected with someone who answered
5. Have your conversation, then hang up to return to the queue for the next call

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

Team Members with access to the My Phone Banks page can join available predictive dialer sessions from the dashboard. This includes both full Team Members and volunteers with workflow-only access. Managers with phonebank management permissions can also join directly from the phonebank page.

How to join

1. Navigate to My Phone Banks in the dashboard sidebar (or open the phonebank and click Join Phone Bank in the header)
2. Click Join Phone Bank next to the active session
3. Allow microphone access when prompted by your browser
4. Click Start Calling — you will be taken to a 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. Closing or navigating away from the tab will end your session.

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 for the current call:

• 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 — end the current call and return 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 also:

• Send a text to the contact mid-call using any configured text templates
• Report a bad number 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 at any time. If you are on a live call, you will be asked to confirm before the call is ended and your session is closed.

See the team member guide for detailed step-by-step instructions you can share with volunteers.