Sticky Agent

Sticky agent sends a repeat caller back to the person who answered them last time, so the same person keeps the context. It works with ring one by one: when a caller rings again within the window you set (7 days by default), the number that answered them before rings first, and the rest of the list follows.

How it works#

1. With ring one by one, a caller is connected to someone on your team. Edesy remembers which forward-to number answered that caller on that virtual number.
2. The same caller rings the same virtual number again within the window.
3. The remembered number is moved to the front of the list and rings first.
4. If it does not answer, the rest of the list rings as usual.
5. Each answered call updates the memory, so the window restarts from the latest call.

If the remembered number has been removed or disabled on the rule, the list rings in its normal order.

Settings#

Sticky agent needs the ring one by one strategy. With ring all at once every phone rings together, so there is no order to change and the answering number is not remembered.

Set it#

Turn on Send repeat callers to the same person in the Call handling card on the number's page in voice-app.edesy.in, and pick 1, 3, 7 or 30 days. With the API, any window from 1 hour to 1 year:

curl -X PATCH https://voice-api.edesy.in/v1/forwarding/rules/RULE_ID \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "strategy": "sequential", "sticky_enabled": true, "sticky_window_hours": 168 }'

FAQ#

What is sticky agent used for? Account managers, sales follow-ups, service visits and any case where a customer should reach the same person again.

How does Edesy know it is the same caller? By the caller's phone number, per virtual number.

What if the remembered person does not answer? The rest of the list rings as backup.

Can I turn it off later? Yes. Set sticky_enabled to false, or untick the option.