***

title: Redialing Rules
description: >-
Learn how to configure redialing rules to control how often contacts are
called back.
------------

# 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:

| Setting                           | Description                          |
| --------------------------------- | ------------------------------------ |
| **Max attempts per contact**      | Total calls across all phone numbers |
| **Max attempts per phone number** | Calls to a single number             |
| **Max attempts per day**          | Daily limit per contact              |

**Example Configuration:**

```yaml
Max attempts per contact: 6
Max attempts per phone number: 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       | Suggested Delay |
| ------------- | --------------- |
| No Answer     | 2-4 hours       |
| Busy          | 15-30 minutes   |
| Voicemail     | 1 day           |
| Network Error | 1 hour          |

<Callout type="info">
  Shorter delays can improve connection rates during business hours, but be careful not to call too frequently. Most contacts find more than 2 calls per day excessive.
</Callout>

### Outcome-Based Rules

Define different retry behavior based on call outcomes:

#### No Answer

```yaml
outcome: no_answer
retry: true
delay: 4 hours
max_retries: 3
```

#### Voicemail

```yaml
outcome: voicemail
retry: true
delay: 1 day
max_retries: 2
leave_message: true
```

#### Busy Signal

```yaml
outcome: busy
retry: true
delay: 30 minutes
max_retries: 2
```

#### Wrong Number

```yaml
outcome: wrong_number
retry: false
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:

| Strategy          | Description                                |
| ----------------- | ------------------------------------------ |
| **Sequential**    | Try each number in order before repeating  |
| **Primary First** | Always start with primary, then try others |
| **Time-Based**    | Mobile during day, home in evening         |

**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:

| Number Type | Max Attempts | Calling Hours |
| ----------- | ------------ | ------------- |
| Mobile      | 3            | 9 AM - 9 PM   |
| Home        | 2            | 10 AM - 8 PM  |
| Work        | 2            | 9 AM - 5 PM   |

## Time-Based Rules

### Calling Windows

Define when calls can be made:

```yaml
calling_windows:
  - days: [monday, tuesday, wednesday, thursday, friday]
    start: 09:00
    end: 20:00
  - days: [saturday]
    start: 10:00
    end: 17:00
  - days: [sunday]
    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:

| Event                 | Cool-Down Period      |
| --------------------- | --------------------- |
| Previous call attempt | Minimum 1 hour        |
| Voicemail left        | Minimum 24 hours      |
| Callback scheduled    | Until scheduled time  |
| Complaint logged      | 7 days (or permanent) |

## Advanced Rules

### Escalation Rules

Define when to escalate beyond automated calling:

```yaml
escalation:
  - condition: max_attempts_reached
    action: notify_team
    
  - condition: callback_requested
    action: schedule_human_callback
    
  - condition: complaint_detected
    action: stop_and_alert
```

### Contact Scoring

Prioritize high-value contacts:

| Score  | Priority  | Max Attempts |
| ------ | --------- | ------------ |
| High   | 1 (first) | 8            |
| Medium | 2         | 5            |
| Low    | 3         | 3            |

### A/B Testing

Test different redialing strategies:

```yaml
test_groups:
  - name: aggressive
    max_attempts: 6
    delay: 2 hours
    
  - name: conservative  
    max_attempts: 3
    delay: 1 day
```

## Compliance Considerations

### Regulatory Requirements

Ensure your redialing rules comply with regulations:

| Regulation         | Requirement                                                     |
| ------------------ | --------------------------------------------------------------- |
| **TCPA**           | Obtain consent, honor opt-outs                                  |
| **DNC Registry**   | Check against national DNC list                                 |
| **State Laws**     | Some states have stricter rules                                 |
| **Industry Rules** | Financial services, healthcare may have additional requirements |

<Callout type="warning">
  Consult legal counsel to ensure your redialing rules comply with all applicable regulations. Non-compliance can result in significant fines.
</Callout>

### 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

| Metric                   | Description                    | Target  |
| ------------------------ | ------------------------------ | ------- |
| **Attempts per Connect** | Average calls to reach someone | \< 3    |
| **Redial Success Rate**  | % of retries that connect      | > 30%   |
| **DNC Rate**             | % of contacts opting out       | \< 2%   |
| **Complaint Rate**       | % expressing frustration       | \< 0.5% |

### 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](/platform/communications/outbound/sequences) - Create multi-step outreach flows
* [Managing Contacts](/platform/communications/outbound/managing-contacts) - Organize your contact lists