Call Loop
When a contact enters a “call loop,” the system attempts to reach them repeatedly until one of two conditions is met:- The contact answers and has a conversation
- The maximum number of attempts or days is reached
- The web app interface
- The /get-contact API endpoint
Calling Strategies
The auto-dialer offers two strategies for scheduling call retries:1. Smart Calling (Recommended)
Our smart calling strategy dynamically adjusts call frequency based on how long we’ve been trying to reach a contact. The system starts with frequent attempts and gradually reduces frequency to avoid overwhelming contacts.How Smart Calling Works
The calling frequency automatically adapts based on elapsed time since the first call:| Period | Frequency | Description |
|---|---|---|
| Day 0 (First day) | Up to 3 calls | First retry after 1 hour, with additional attempts throughout the day |
| Days 1-3 | 2 calls per day | Two attempts daily, spread across your dialing windows |
| Days 4-10 | 1 call per day | One attempt per day during your dialing windows |
| Day 11+ | 1 call per week | One weekly attempt until max retry days is reached |
Total Calls by Max Retry Days Setting
This table shows the total number of call attempts based on your max retry days configuration:| Max Retry Days | Total Calls | Breakdown |
|---|---|---|
| 0-1 | 1-3 | Day 0 only |
| 2-3 | 5-7 | Day 0 (3 calls) + Days 1-3 (2/day) |
| 4-10 | 9-21 | Day 0 (3) + Days 1-3 (6) + Days 4-10 (1/day) |
| 11-17 | 23-24 | Day 0 (3) + Days 1-3 (6) + Days 4-10 (14) + weekly after |
| 18+ | 25 | Day 0 (3) + Days 1-3 (6) + Days 4-10 (14) + 2 weekly calls |
Days are calculated as calendar days between the first call and the last call, not business days.
2. Defined Intervals
This strategy allows manual definition of retry intervals after unsuccessful calls. Let’s look at an example. Suppose we have the following intervals set:
Dialer Windows
Dialer windows define permitted calling hours to ensure contacts are only called during appropriate times.
Timezone Handling
Dialer windows are always interpreted in the contact’s timezone when one is set. If no timezone is specified for a contact, the system defaults to using your account’s timezone shown above the dialer windows. For contacts with specified timezones, here’s how it works:- If your dialer window is set to 9:00 AM - 5:00 PM
- And you have a contact in Los Angeles (PST) and another in New York (EST)
- The Los Angeles contact will be called between 9:00 AM - 5:00 PM PST
- The New York contact will be called between 9:00 AM - 5:00 PM EST
Manual calls triggered via /initiate-call or the web app bypass dialer window restrictions.
Frequently Asked Questions
When is a contact marked as reached?
A contact is considered reached when they answer and have a conversation. Voicemails, unanswered calls, or connection issues trigger retry attempts.What happens with calling errors?
After two consecutive errors, the call loop ends automatically, regardless of remaining attempts.How do manual calls affect the call loop?
Manual calls are executed immediately. If unsuccessful, the next call follows the defined strategy.What happens when dialer intervals change?
The system dynamically adjusts schedules while maintaining dialer window compliance.How are reached contacts handled?
Manually calling a previously reached contact restarts their call loop.How do maximum attempt changes work?
Changes take immediate effect for active call loops but don’t affect completed ones.What happens when disabling/re-enabling the auto-dialer?
When re-enabled, past-due calls trigger immediately. To prevent this:- Use
/v1/remove-from-auto-dialerfor specific contacts - Adjust maximum intervals to auto-remove contacts