When to Enable It
You enable the auto-dialer per agent in the Agent Builder under Call Control → Auto-Dialer. Flip the toggle on, and every contact assigned to that agent enters the calling loop automatically.- What it does
- What it doesn't do
- Repeatedly calls contacts who haven’t been reached yet
- Respects your dialer windows (calling hours) and timezone settings
- Tracks every attempt and adjusts timing based on your chosen strategy
- Stops automatically when the contact is reached or limits are exceeded
Smart Calling vs. Defined Intervals
You have two dialing strategies to choose from:- Smart Calling
- Defined Intervals
The system automatically spaces out call attempts based on how many days have passed. Early on, it calls more frequently. Over time, it backs off gradually. No manual configuration of intervals needed.When to use:
- General outreach, sales - it adapts automatically
- Long-running nurture campaigns - with Conservative intensity
Smart Calling Intensity
Smart Calling has three intensity modes that control how aggressively the system follows up:- Aggressive
- Moderate (Default)
- Conservative
Best for: hot leads, time-sensitive outreach where reaching the contact quickly matters most.
- Day 1: Up to 3 attempts, roughly 1 hour apart
- Days 2–10: 2 calls per day (morning + afternoon, or afternoon + evening)
- Day 11+: 1 call per day
- Never drops to weekly
Within each phase, the system randomizes the exact call time within your dialer window so calls don’t all land at the same minute.
Max Retry Days and Max Attempts
These are your stop conditions - safety nets that prevent the dialer from calling forever. You must set at least one (and can set both):- Max retry days - The system stops trying after this many calendar days since the first attempt. Default is 7 days. Range: 0–365.
- Max attempts - The system stops after this many total call attempts. Range: 1–100.
Dialer Windows
Each weekday gets its own schedule:- Enabled/disabled toggle - disable a day entirely (e.g., no calls on weekends)
- Time window - start and end time (e.g.,
09:00to18:00)
You can set dialer windows at two levels:
- Account level (Settings → Dialer) - applies to all agents by default
- Agent level (Agent Builder → Call Control) - overrides the account default for that specific agent
No-Call Days
You can also add no-call dates - specific days where no calls should go out (holidays, company events, etc.). These are set at the account level with an optional label (e.g., “Christmas Day”).How Timezone Overrides Work
The dialer windows are interpreted in the contact’s timezone, not yours.
- Contact’s timezone - if set and valid, this is used
- Account’s timezone - fallback when the contact has no timezone set
Europe/Berlin) and a contact is in New York (America/New_York), the 9:00–18:00 window means 9 AM to 6 PM New York time for that contact. This ensures you’re never calling someone at 3 AM their time.
If a scheduled call falls outside the window, the system automatically pushes it to the next available slot with a small random buffer (up to 15 minutes) so all your calls don’t fire at exactly 9:00 AM.
What Counts as “Reached”
This is the single most important concept: A contact is “reached” only when the call status is
COMPLETED - meaning they answered, had an actual conversation with the agent, and the call ended normally.| Status | What Happens |
|---|---|
| Completed | Contact reached. Loop ends. Contact status → reached. |
| Voicemail | Not reached. System retries. (Your agent can optionally leave a voicemail message.) |
| Not Reached | Phone rang, no answer. System retries. |
| Answered | Contact answered but asked to be called back later (“call me later”). System schedules a callback. |
| Error | Technical issue. System retries - but gives up after 2 consecutive errors to avoid hammering a broken number. |
| Ringing / Initiated | Call started but didn’t connect. System retries. |
Permanent Failures (No Retry)
Manual Calls and the Call Loop
You can trigger a call manually at any time from the UI or API. Here’s how it interacts with the auto-dialer:- Contact already in dialer
- Contact not in dialer
- The manual call fires immediately, bypassing the dialer window
- The existing call loop is updated (agent, call details, etc.)
- After the manual call, the loop continues as normal based on the outcome. If the contact wasn’t reached, the dialer picks back up with its regular schedule
Common Patterns
- Hot Leads
- Follow-Ups
- Nurture Campaigns
- Same-Day Urgent
- Appointment Reminders
Respond fast, follow up aggressively
- Strategy: Smart Calling
- Intensity: Aggressive
- Max retry days: 3–5
- Max attempts: 10–15
- Why: You want to reach them while interest is high. Multiple calls on day 1, twice daily for the next week.
Good to Know
- When you change dialer settings on an agent or account (strategy, intensity, windows), the system automatically recalculates the schedule for all active loops. You don’t need to restart anything - changes take effect within seconds.
- Only one active call loop per contact is allowed at any time.
- The dialer scheduler runs every 10 seconds, so there’s minimal delay between a scheduled time and the actual call.
- Account-level changes to dialer windows apply to all agents that use the account default - a confirmation dialog reminds you of this in the UI.