Click-to-Call Retry Policy
By Alex Bisbe. May 5th 2026.
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:
Is the failure outcome one of the configured retry triggers?
Have we reached the maximum number of attempts?
According to the backoff strategy, when is the next attempt due?
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 allowedretry 2/2— second and final retryretry 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, 180Business 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, 2880Business 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.
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