# Click-to-Call Retry Policy Click-to-Call agents in VoiceB place an outbound callback the moment a lead is submitted (form fill, widget request, CRM trigger, etc.). The first attempt connects most leads, but a meaningful share will not pick up the first time — they're driving, in a meeting, or simply away from their phone. The Retry Policy lets your Click-to-Call agent automatically dial the same lead again under conditions you control: how many times, how long to wait between attempts, which failure types should trigger a retry, and which hours and days are allowed. The goal is simple: **maximize contact rate without violating local outbound calling rules.** *** ### Why this matters Every lead that goes uncontacted is paid-for demand that never converts. Industry data and our own production deployments show that a single dial attempt typically reaches only 30–50% of leads, while three to four well-spaced attempts can lift contact rates above 70%. That difference flows directly into your conversion rate and your CPA. At the same time, outbound calling is regulated. Spain, the UK, the US, and most other markets restrict when calls can be placed (typically business hours, weekdays), how aggressively a number can be re-dialed, and how voicemails or no-answers are handled. The Retry Policy is designed so you can be aggressive on contact rate while staying inside those rules by default. *** ### How retries work When the first call attempt ends in a failure outcome (for example, the lead does not answer), VoiceB checks the retry configuration: 1. Is the failure outcome one of the configured retry triggers? 2. Have we reached the maximum number of attempts? 3. According to the backoff strategy, when is the next attempt due? 4. Does that next attempt fall inside business hours? If all conditions are met, VoiceB schedules the next call automatically. If the next attempt would fall outside business hours, it is snapped forward to the next valid window. The retry counter advances on every attempt, and every call is logged independently in the dashboard with its retry index visible. *** ### Configuration The Retry Policy is configured per agent, on the agent settings page.
#### Enable retries A single toggle activates the retry logic. When disabled, Click-to-Call agents make exactly one attempt per lead and stop. #### Max attempts The total number of dial attempts allowed per lead, **including the original call**. A value of 4 means: 1 first call + up to 3 retries. We recommend 3 to 5 for most B2C use cases. More than 5 attempts on the same number is rarely productive and can raise compliance concerns in stricter markets. #### Retry on Defines which failure outcomes should trigger a retry. Available outcomes: * **no answered** — the lead did not pick up * **busy** — the line was busy * **voicemail** — the call went to voicemail * **failed** — the call did not connect at the carrier level * **dropped** — the call dropped mid-connection * **unreachable** — the number could not be reached at all A typical configuration retries on `no answered`, `busy`, and `voicemail`, and does not retry on `failed`, `dropped`, or `unreachable` — those usually indicate a number-level problem that more attempts will not solve. Adjust based on what your campaign data shows. #### Backoff strategy
Controls how long the system waits between attempts. Two options: **Exponential** The wait time grows after each attempt by a fixed factor, up to a maximum delay. * *Initial delay (min):* time between the first call and the first retry. Default 15. * *Factor:* multiplier applied after each attempt. Default 2 (15 → 30 → 60 → 120…). * *Max delay (min):* upper bound on the wait. Default 1440 (24 hours). Exponential is the right default for most lead-gen flows: hot leads get a fast retry while the intent is still warm, then attempts space out as the lead cools. **Custom sequence** You define each delay manually as a comma-separated list of minutes, e.g. `15, 60, 240, 1440`. The system uses each value in order; once the list is exhausted, the last value is reused for any further attempts. Useful when you want a precise cadence — for example, retry quickly within the first hour, then once that evening, then once the next morning.
#### Business hours Outbound calling outside business hours is illegal or restricted in most markets. The Business Hours block ensures every retry lands inside an allowed window. * **Respect business hours:** when enabled, any retry scheduled outside the window is moved forward to the next valid time slot. * **Start hour / End hour:** the daily window, expressed in the **local timezone of the campaign** (not your browser timezone). * **Weekdays only:** when enabled, retries scheduled for Saturday or Sunday are pushed to the following Monday. A Spain campaign configured 9:00–20:00, weekdays only, will never place a retry on a Saturday morning or a Tuesday at 8:30 — even if the backoff math says it should. *** ### Monitoring retries on the dashboard
Every retry is recorded as its own call in the Campaign Dashboard, with the retry index visible alongside the outcome: * `retry 1/2` — first retry, two retries allowed * `retry 2/2` — second and final retry * `retry 1/3` — first retry, three retries allowed This makes it straightforward to see, per lead, how many attempts were made and what outcome each one produced. You can filter calls by phone number to view the full retry chain for any single lead, or filter by outcome to spot patterns (for example, leads that consistently hit voicemail across all attempts may indicate a bad data source rather than an agent problem). *** ### Recommended starting points Three configurations that work well in production. Tune from there based on your campaign data. **Standard B2C lead-gen (Spain, UK, most of EU)** * Max attempts: 4 * Retry on: no answered, busy, voicemail * Backoff: Exponential — initial 15, factor 2, max 1440 * Business hours: 9:00–20:00, weekdays only **High-intent / hot leads (cart abandon, recent form fill)** * Max attempts: 3 * Retry on: no answered, busy * Backoff: Custom sequence — `5, 30, 180` * Business hours: 9:00–21:00, weekdays only **Low-volume / high-value (insurance, financial products)** * Max attempts: 5 * Retry on: no answered, busy, voicemail * Backoff: Custom sequence — `15, 60, 240, 1440, 2880` * Business hours: 10:00–19:00, weekdays only *** ### Compliance notes The Retry Policy is built so that the default behavior stays inside outbound calling rules in our primary markets, but **you are responsible for confirming the configuration against your own legal requirements**. In particular: * Some jurisdictions cap the total number of attempts on a single number within a given period. * Some markets require an opt-out path that survives across retry attempts. * Voicemail handling rules vary by country. If you are deploying in a new market, review the Retry Policy with your legal or compliance team before activating the agent. The Business Hours and Weekdays Only controls are the primary technical safeguards, but they are not a substitute for a compliance review. *** ### Related * [Outcome Engine and how failure outcomes are classified](https://docs.voiceb.ai/understanding-status-and-outcomes-in-voiceb) * [Click-to-Call API — triggering the first call from your CRM or website](https://docs.voiceb.ai/api-click-to-call) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.voiceb.ai/click-to-call-retry-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.