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.Automatic Retry Logic
| Trigger | Retry Delay | Max Retries |
|---|---|---|
| Voicemail | 24 hours | 3 |
| No Answer | 24 hours | 3 |
| Busy Signal | 1 hour | 5 |
| Network Error | 30 minutes | 3 |
| Invalid Number | No retry | - |
| DNC Request | No retry | - |
Retry counts are per campaign. A contact can be called again in a new campaign even after exhausting retries in a previous one.
Callback Queue
Navigate to Callbacks to see all pending callbacks organized by urgency:Time-Based Filters
| Filter | Shows |
|---|---|
| Overdue | Callbacks past their scheduled time |
| Due Today | Scheduled for today |
| This Week | Upcoming this week |
| All Pending | All unprocessed callbacks |
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
Manual Actions
For any pending callback, you can:| Action | Description |
|---|---|
| Call Now | Immediately trigger the callback |
| Reschedule | Change the callback time |
| Skip | Skip this retry, move to next scheduled time |
| Cancel | Cancel all future retries for this contact |
| Mark Complete | Mark as handled (e.g., customer called back) |
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
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
Best Practices
Handling Overdue Callbacks
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
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
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