Callbacks

Documentation Index

Fetch the complete documentation index at: https://docs.getsmartalex.com/llms.txt

Use this file to discover all available pages before exploring further.

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How Callbacks Work

When a call doesn’t connect, SmartAlex automatically schedules a callback. The system intelligently manages retry attempts to maximize connection rates without overwhelming contacts.

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Automatic Retry Logic

The number of retry attempts and their spacing comes from the campaign’s sequence template (Standard or Aggressive — see Campaigns). Each pending retry shows up here as a callback row with its scheduled time. Calls flagged as Invalid number are not retried. Contacts who request to be on the Do Not Call list are added to your suppression list and won’t be called again.

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Callback Queue

Navigate to Callbacks to see all pending callbacks organized by urgency:

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Time-Based Filters

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Callback Information

Each callback shows:

• Contact name and phone number
• Original call outcome (voicemail, no-answer, etc.)
• Retry attempt number (e.g., “Retry 2 of 3”)
• Scheduled callback time
• Associated campaign
• Assigned agent

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Manual Actions

For any pending callback, open the row’s menu to:

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Customer-Requested Callbacks

During a call, your AI agent can schedule callbacks when a customer requests to be called back at a specific time. These appear in the callback queue with:

• Type: Customer requested
• Scheduled time: The time the customer specified
• Notes: Any context from the conversation

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Deduplication

SmartAlex automatically prevents duplicate calls:

• Only one active callback per contact per campaign
• If a contact answers, all pending callbacks are cancelled
• If a contact requests DNC, all callbacks are cancelled across all campaigns

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Best Practices

Handling Overdue Callbacks

Check the Overdue queue daily:

• Callbacks can become overdue if campaign was paused
• Time-sensitive callbacks should be called immediately
• Stale callbacks (days old) may not be worth retrying

Optimizing Callback Timing

Consider when callbacks are most likely to connect:

• Avoid early morning or late evening
• Business callbacks: during business hours
• Consumer callbacks: late morning or early evening
• Respect timezone of the contact

When to Cancel Callbacks

Cancel callbacks when:

• Contact information is incorrect
• Contact has been reached through other means
• Campaign objective is no longer relevant
• Contact requested not to be called