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# Redialing Rules

> Learn how to configure redialing rules to control how often contacts are called back.

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 Redialing Rules

In the campaign builder, the **Redialing Rules** step appears in Advanced campaigns. You can:

* **Select an existing rule** from your organization
* **Create a new rule** directly within the campaign

![Redialing Rules step with Select Rule option](/_fern-img/01cbed68fe52c7c5994a1e1e820407ad74f0b0cf5c6414baf41da451dc628be1.webp)![Redialing Rules step with Create Rule option](/_fern-img/71e4b7ffba5de0a74f602e555e7d2c80c17d2c7398e8bcc7b010a4b9e10b3003.webp)

You can also manage redialing rules from the dedicated **Redialing Rules** list page, where you can create, duplicate, and archive rules independently of any campaign.

### Maximum Attempts

Set limits on how many times a contact is called:

![Max Communication Attempts with Per Contact and Per Phone Number fields](/_fern-img/6739bd8da715aa03b7509062576b7052aa469ad6e7f6b6bdf2678123b1732c58.webp)

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

**Example Configuration:**

```yaml
Max attempts per contact: 6
Max attempts per phone number: 3
```

This means:

* Each contact receives at most 6 call attempts total
* No single phone number is called more than 3 times

### Retry Delays

Configure how long to wait before retrying:

| Outcome                    | Suggested Delay |
| -------------------------- | --------------- |
| No Answer                  | 15-30 minutes   |
| Busy                       | 2-4 hours       |
| Voicemail                  | 1 day           |
| Do Not Call                | Resolve         |
| Contact Threshold Exceeded | Resolve         |

> **Note**
>
> 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.

### Outcome Rules

Define what happens after each call outcome. Each outcome can have **multiple actions**, and actions must be unique within an outcome.

For each outcome rule, configure:

![Outcome Rules configuration with outcome, action, and delay fields](/_fern-img/345293fe072715a8d00e44afa868e827ee22aa86ff03d1810314547aa91c18ce.webp)

| Field       | Description                                              |
| ----------- | -------------------------------------------------------- |
| **Outcome** | The call result (e.g., No Answer, Voicemail, Busy)       |
| **Action**  | What to do next (e.g., Redial, Try Next Number, Resolve) |
| **Delay**   | How many minutes to wait before the action               |

Use **Add Outcome Rule** to add rules for different outcomes, and **Add Outcome Action** to add additional actions within the same outcome.

**Example rules:**

| Outcome      | Action                    | Delay        |
| ------------ | ------------------------- | ------------ |
| No Answer    | Redial or Try Next Number | 240 minutes  |
| Voicemail    | Redial or Try Next Number | 1440 minutes |
| Busy         | Redial or Try Next Number | 30 minutes   |
| Wrong Number | Resolve                   | —            |

### Custom Outcomes

In addition to standard outcomes, you can define **custom outcomes** with a name and definition. Custom outcomes can then be used in your outcome rules above.

![Custom outcomes table with name, definition, and Create New Outcome button](/_fern-img/7110451e950c87674d27f41ec1d61954d322565603b6eacdde9e434250f857de.webp)

> **Note**
>
> When removing a custom outcome that is used in existing rules, the platform will warn you and remove the associated outcome rules automatically.

### Contact Thresholds

Optionally limit how often contacts are reached via phone or SMS within a time period. Thresholds support the following period units:

* **Minute**, **Hour**, **Day**, **Week**, **Month**

![New Contact Threshold dialog with channel type, limit, period, key configuration, and exclude outcomes](/_fern-img/7e034ea974ee02463f6d78695e50213afa06fda557824ff0db8d14fc3b72530a.webp)

### AI-Assisted Redialing Rules

Use **Have Gail Help** to have Gail review your redialing rule and suggest improvements. You can also use **Create Redialing Rule** to have Gail generate a rule from scratch based on your campaign's goals.

## 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 |

> **Note**
>
> Consult legal counsel to ensure your redialing rules comply with all applicable regulations. Non-compliance can result in significant fines.

### Automatic DNC Handling

When a contact opts out:

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

### Optimization Tips

* **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.

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

> Documentation for Gail, the AI platform for financial services. Learn how to set up GailGPT and Gail Agent to automate customer communications for insurance, banking, and finance.