Frequency capping
A customer should never feel hounded by Foan. Frequency capping is the automatic rule that stops it from happening — even when you forget.
How it works
Every outbound dial in your workspace is logged against the customer's phone number. When any campaign is about to dial:
- We check if that number has been called in the last
cooldown_days(set per campaign). - We check if that number has ever opted out of calls in this workspace.
If either check fails, the dial is skipped. The contact is marked skipped — cooldown or skipped — opted out in the campaign view.
The cap is workspace-wide
This is the most important part. The cap doesn't apply per-campaign — it applies across all your campaigns. So if you're running:
- A delivery-confirmation campaign (30-day cooldown)
- A renewal-nudge campaign (30-day cooldown)
- A review-request campaign (365-day cooldown)
…and the same customer is in all three lists, only one of those campaigns will reach them in any 30-day window. We pick the call that goes through; the others are skipped.
This means you can run multiple campaigns in parallel without worrying about overlapping contact lists.
Opt-outs are forever
When a customer says "stop calling me" on a call, the agent registers an opt-out. From that moment on, no campaign in your workspace will dial them again. Ever.
This is non-negotiable — it's a legal requirement in the UK, EU, and US, and it's the right thing to do. We don't gate it behind a tier; it applies to every plan automatically.
If you need to clear an opt-out (e.g. you have written consent), contact support — we can audit and remove it manually with a paper trail.
Sensible defaults per template
Different campaigns get different cooldown defaults:
| Template | Default cooldown |
|---|---|
| Review request | 365 days (don't ask twice in a year) |
| Reactivation | 90 days |
| Post-purchase feedback | 60 days |
| Upsell | 60 days |
| Delivery confirmation | 30 days |
| Renewal nudge | 30 days |
| Complaint follow-up | 14 days |
| Cold outreach | 14 days |
| Sales discovery | 14 days |
| Appointment reminder | 0 days (it's an event, dial whenever) |
You can override per campaign in the wizard's safety step.
How phone numbers are matched
Two formats of the same number compare as the same person:
+44 7700 90012307700 90012307700-900123(077) 0090 0123
We strip all non-digits + a leading + and compare. So storing numbers in any consistent format is fine — Foan handles the normalisation.