> ## 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.

# Callbacks

> Manage automatic retry calls and scheduled follow-ups

## 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

The number of retry attempts and their spacing comes from the campaign's sequence template (Standard or Aggressive, see [Campaigns](/essentials/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.

<Note>
  Retry counts are per campaign. A contact can be called again in a new campaign even after exhausting retries in a previous one.
</Note>

## Callback Queue

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

### Time-Based Filters

| Filter        | Shows                               |
| ------------- | ----------------------------------- |
| **All**       | All unprocessed callbacks           |
| **Overdue**   | Callbacks past their scheduled time |
| **Today**     | Scheduled for today                 |
| **This Week** | Upcoming this week                  |

### 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, open the row's menu to:

| Action         | Description                             |
| -------------- | --------------------------------------- |
| **Reschedule** | Change the callback time                |
| **Cancel**     | Cancel this callback (won't be retried) |

## 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

<Accordion title="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
</Accordion>

<Accordion title="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
</Accordion>

<Accordion title="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
</Accordion>