Summary
Learn how Next Best Call helps you identify which contacts may be most valuable to contact next. It uses activity, engagement, tasks, and pipeline categories to create a prioritised list of opportunities.
This article covers:
- About Next Best Call
- How Next Best Call prioritises Contacts
- Configure contact scores
- Feedback and future improvements
About Next Best Call
Next Best Call is an Early Access feature designed to help you identify which Contacts may require your attention next.
Instead of manually reviewing your database or tracking every interaction, Next Best Call automatically analyses information recorded in Box and Dice and produces a personalised, prioritised list of Contacts.
To enable the feature:
- Go to: Early Access from the left-hand navigation menu
- Toggle the Enable button next to Next Best Call
Once enabled, the Next Best Call view becomes available on the Contact Search screen.
How Next Best Call prioritises Contacts
Next Best Call creates a ranked list of Contacts based on activities that have occurred, activities that have not occurred, and opportunities identified within your database.
The feature highlights the reasons a Contact appears in the list, helping you understand why they have been prioritised.
Examples of reasons that may increase a Contact's score include:
- Overdue tasks
- Recent property activity
- Similar properties listed nearby
- Recent buyer activity
- Appraisals without a qualifying category
- No recent contact recorded
As you engage with Contacts, complete actions, or dismiss opportunities that are no longer relevant, scores may decrease and other Contacts may move higher in the list.
Configure contact scores
Next Best Call assigns a score to each Contact using a combination of category weightings and opportunity signals.
Scores are calculated by applying a category weighting and then factoring in activities, opportunities, and missing actions associated with the Contact. The higher the score, the higher the Contact appears in your Next Best Call list.
The weighting applied to each signal can be configured to align with your agency's priorities. This lets your agency determine which activities and opportunities most influence Contact rankings.
To configure contact scores setting:
- Go to: Settings > General > Next Best Call
- Review and update the scoring criteria and weightings as required
- The Next Best Call settings include configurable options such as:
- Base weighting for Vendor A, Vendor B, Vendor C, and uncategorised Contacts
- Task-related scoring, including due and overdue tasks
- Reason-to-call signal weighting
- No-contact thresholds
- Signal relevancy and decay periods
- Click Save
- Click Refresh Opportunities to recalculate Contact scores
Feedback and future improvements
Next Best Call is designed to help surface opportunities that may not otherwise be top of mind, allowing you to focus on meaningful conversations and follow-up opportunities.
As an Early Access feature, ongoing feedback plays an important role in its development.
- Feature scoring may continue to evolve over time
- Additional opportunity signals may be introduced in future releases
- User feedback helps improve the quality and accuracy of recommendations
- The goal is to ensure the highest-priority Contacts appear at the top of the list
Future enhancements may include additional scoring signals, improved actions, and user experience updates to further refine how opportunities are identified and prioritised.