What you'll achieve
- Which retry to use based on the call outcome
- A 3-retry cadence ready to copy
- The mistakes that lower your contact rate
The idea in 30 seconds
Many leads won't pick up an unknown number the first time, but they will on the second or third. The key is deciding when to try again, on which channel, and for which outcome. The rule: retry quickly while the lead is warm, then space out the attempts and switch time slots. And if voice doesn't connect, move to WhatsApp.
- If the outcome is…
- No answer
- It usually means
- They didn't pick up an unknown number
- Try again
- Voice after 10–15 min, then 2–4 h, then WhatsApp the next day
- If the outcome is…
- Busy
- It usually means
- They're on another call
- Try again
- Voice after 5–10 min
- If the outcome is…
- Voicemail
- It usually means
- Phone off or call forwarding
- Try again
- Not right away: voice after 2–4 h, or WhatsApp
- If the outcome is…
- Failed call
- It usually means
- Technical or network issue
- Try again
- Voice after 30–60 min
- If the outcome is…
- Call back later
- It usually means
- The lead asked for it
- Try again
- When they said: specific date and time
The plan that works
One initial call, two voice retries the same day, and a WhatsApp message the next day, all within a maximum of 7 days. It's a good starting point: adjust the timing based on each campaign's data.
- Attempt
- Initial call
- Channel
- Voice
- Triggered if…
- —
- When
- At launch (new leads: in under 5 min)
- Attempt
- Retry 1
- Channel
- Voice
- Triggered if…
- No answer · Busy · Failed call
- When
- 10 minutes later
- Attempt
- Retry 2
- Channel
- Voice
- Triggered if…
- No answer · Busy · Voicemail
- When
- 2 hours later
- Attempt
- Retry 3
- Channel
- Triggered if…
- No answer · Voicemail
- When
- 1 day later
Step 1 of 4
Set retries to 3
In Campaigns → New campaign, after choosing the agent, raise Retries to 3. That's what lets you create three strategies: with 0, the Add strategy button is grayed out.
Also turn on Enable scheduling with your time slot (in Spain, 10:00–14:00 and 16:30–20:30, Monday to Friday, usually works well for B2C).
Step 2 of 4
Turn on advanced retries
Turn on Enable advanced retries and set Maximum retry window (days) to 7. That way no retry is left hanging for weeks.
Step 3 of 4
Create the three strategies
Click Add strategy three times and set up each one following the plan:
- Retry 1
- Voice call · check Failed call, No answer, and Busy · 10 minutes.
- Retry 2
- Voice call · check Voicemail, No answer, and Busy · 2 hours.
- Retry 3
- WhatsApp · choose the WhatsApp configuration and an Approved template · check Voicemail and No answer · 1 day.
Step 4 of 4
Respect campaign hours and save
Leave Respect campaign hours checked on all three retries: a "2 hours later" retry that lands at 21:30 does more harm than good. Then click Save.
Mistakes that lower your contact rate
- Retrying voicemail after a few minutes: the phone is still off. Wait 2 hours or switch to WhatsApp.
- More than 3 calls on the same day: it comes across as harassment, and blocks and spam reports on your number go up.
- Leaving the limit at -1: retries can drag on for weeks. Set it to 5–7 days.
- Adding fast retries without raising concurrent calls: the queue backs up and "10 minutes" turns into an hour.
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