Campaigns & workflows

Calling hours, retries & callbacks

Control when your AI employee calls, how it tries again when nobody picks up, and how it calls people back at the time they asked for.

Calling hours

Calls are only placed inside your calling hours, in the timezone you pick. Outside them, calling waits.

Campaigns: under Calling hours, turn on Start again every day at… and/or Stop every day at…. Leave both off to call any time.
Workflows: set the Calling window on the Dialer step, e.g. 10:00–18:00, its Days (Mon–Fri or All week) and its timezone. Each contact's local time works out each contact's zone from their number's country code (+91 → India time); for countries with several zones, like +1, your own zone is used. The Dialer also sets Concurrency — how many calls at once (1–20, default 5).

The Dialer's On voicemail option decides what happens when a call reaches voicemail: Hang up (the default), Retry later (hangs up and calls that contact again about 2 hours later) or Talk anyway (the AI employee speaks as if someone answered).

Retries

Retries apply to calls that didn't connect — busy, no answer or failed. Answered calls aren't retried, and calls that reached voicemail are only called again when On voicemail is set to Retry later.

How many tries

The number you set is the total number of calls per contact, including the first. 1 means the contact is called once and never retried; 3 means up to two retries.

Note

In the campaign form this field is labelled Extra tries per contact, but it works as the total: set it to one more than the retries you want. On the workflow Dialer it's max attempts (default 2 — one retry).

When to retry

Straight after — as soon as possible.
Same time tomorrow — 24 hours later; people often pick up at the same time of day.
After a gap I choose — a number of days and hours.

Those three choices are on the campaign form. A workflow Dialer uses a growing gap instead: 30 minutes, then 2 hours, then 8 hours. Either way, retries still wait for your calling hours.

Callbacks

If someone says “call me tomorrow evening”, the AI employee books that callback and the contact is called again at that time, inside your calling hours.

Campaigns: turn on Callbacks in the Timing & retries step.
Workflows: connect a Re-queue step to the Callback branch with When they asked. See Outcomes & captured details.