Redialing Rules

Redialing rules give you precise control over how and when contacts are called back. These rules help you balance persistence with respect for contact preferences and regulatory compliance.

Understanding Redialing

When a call doesn’t reach its intended outcome, the system can automatically schedule a retry. Redialing rules determine:

• How many times to retry
• How long to wait between attempts
• Which phone numbers to try
• When to stop trying

Configuring Redialing Rules

Accessing Settings

1. Open your campaign
2. Navigate to Settings → Redialing Rules
3. Configure the rules below

Maximum Attempts

Set limits on how many times a contact is called:

Example Configuration:

1
Max attempts per contact: 6
2
Max attempts per phone number: 3
3
Max attempts per day: 2

This means:

• Each contact receives at most 6 call attempts total
• No single phone number is called more than 3 times
• No more than 2 attempts per day to any contact

Retry Delays

Configure how long to wait before retrying:

Outcome-Based Rules

Define different retry behavior based on call outcomes:

No Answer

1
outcome: no_answer
2
retry: true
3
delay: 4 hours
4
max_retries: 3

Voicemail

1
outcome: voicemail
2
retry: true
3
delay: 1 day
4
max_retries: 2
5
leave_message: true

Busy Signal

1
outcome: busy
2
retry: true
3
delay: 30 minutes
4
max_retries: 2

Wrong Number

1
outcome: wrong_number
2
retry: false
3
action: flag_for_review

Multi-Number Dialing

When contacts have multiple phone numbers, control how they’re used.

Number Priority

Set the order for trying different numbers:

1. Primary Phone - Mobile or preferred number
2. Secondary Phone - Home or alternate number
3. Work Phone - Business number (respect business hours)

Number Rotation

Configure how numbers rotate:

Example Sequential Flow:

Attempt 1: Mobile (no answer)
Attempt 2: Home (no answer)  
Attempt 3: Work (no answer)
Attempt 4: Mobile (4 hours later)
...

Number-Specific Rules

Apply different rules to different number types:

Time-Based Rules

Calling Windows

Define when calls can be made:

1
calling_windows:
2
  - days: [monday, tuesday, wednesday, thursday, friday]
3
    start: 09:00
4
    end: 20:00
5
  - days: [saturday]
6
    start: 10:00
7
    end: 17:00
8
  - days: [sunday]
9
    enabled: false

Time Zone Handling

Calls are automatically adjusted for contact time zones:

• Phone area codes determine approximate location
• Calls only placed during permitted local hours
• Contacts in restricted hours are queued for later

Cool-Down Periods

Prevent calling too soon after certain events:

Advanced Rules

Escalation Rules

Define when to escalate beyond automated calling:

1
escalation:
2
  - condition: max_attempts_reached
3
    action: notify_team
4
    
5
  - condition: callback_requested
6
    action: schedule_human_callback
7
    
8
  - condition: complaint_detected
9
    action: stop_and_alert

Contact Scoring

Prioritize high-value contacts:

A/B Testing

Test different redialing strategies:

1
test_groups:
2
  - name: aggressive
3
    max_attempts: 6
4
    delay: 2 hours
5
    
6
  - name: conservative  
7
    max_attempts: 3
8
    delay: 1 day

Compliance Considerations

Regulatory Requirements

Ensure your redialing rules comply with regulations:

Automatic DNC Handling

When a contact opts out:

1. Call is immediately terminated
2. Contact is added to your DNC list
3. All scheduled retries are cancelled
4. Contact is excluded from future campaigns

Complaint Management

If a contact expresses frustration:

1. Agent apologizes and offers to stop calls
2. If requested, contact is added to DNC
3. Incident is logged for review
4. Team is notified if pattern emerges

Monitoring Redial Performance

Key Metrics

Optimization Tips

Based on your metrics:

• High attempts per connect → Increase delays, try different times
• Low redial success → Verify number quality, adjust timing
• High DNC rate → Reduce frequency, improve scripts
• High complaints → Review scripts, reduce aggressiveness

Best Practices

Start Conservative

Begin with modest retry limits:

• 3-4 total attempts
• 4+ hours between attempts
• No more than 2 per day

Increase only if metrics support it.

Respect Business Hours

Most successful calls happen during:

• Consumers: 10 AM - 8 PM local time
• Business: 9 AM - 5 PM local time

Avoid early mornings, late evenings, and meal times.

Document Your Rules

Keep records of your redialing configuration:

• When rules were set
• Why specific values were chosen
• Who approved the configuration

This helps with compliance audits and optimization.

Next Steps

• Sequences - Create multi-step outreach flows
• Managing Contacts - Organize your contact lists