Retrying a Campaign Contact

Retry a contact

1. Open the campaign and go to the Contacts tab.
2. Find the contact and click Retry. The button appears on contacts whose status is called, completed, failed or skipped.
3. Optionally add a note, for example “Hit a phone menu last time”, then click Retry.

The contact’s status goes back to pending, and the campaign calls them during its calling hours.

Schedule a callback for later

Sometimes you want to call again, but not right now: it’s after business hours, or they asked you to call back tomorrow.

1. Open the contact’s Activity page (click Activity next to the contact on the campaign).
2. Click Schedule callback.
3. Pick a time. There are shortcuts for Tomorrow 10 am, Tomorrow 2 pm and Monday 10 am, or you can choose any date and time. The time is in your own timezone; if the campaign uses a different timezone, the page shows the campaign time too.
4. Optionally add a note, for example “No voicemail left — called after hours”, then click Schedule callback.

A callback is a scheduled conversation with one person, so it’s made at the time you picked, through the campaign’s normal flow (same assistant, caller ID and, for Human In-the-Loop, the same live-rep setup). The contact shows a Callback badge on the campaign’s contact list until then.

• The campaign’s status doesn’t matter. Once a callback is scheduled, it’s made at its time whether the campaign is active, paused, completed or cancelled. Pausing, finishing or cancelling a campaign stops its cold calls, not the callbacks people asked for. To stop a callback, cancel the callback itself.
• A campaign can finish with callbacks still to come. When everyone else has been called, the campaign completes as usual, and its callbacks are still made on time. AI In-the-Loop campaigns are the exception and stay open until their callbacks are made, because the rep places those calls.
• You can’t delete a campaign that still has callbacks to make. Deleting would delete the callbacks too, so cancel them first if you really want to delete it.
• The campaign’s calling hours and daily limit don’t apply, because the time was chosen for this person. Their own permitted calling hours and the do-not-call list still do.
• If the campaign is already on as many calls as it’s allowed at once, the callback waits for a free line, for up to two hours. After that it shows as Missed on your Conversations page, so you can pick a new time or stop it.
• AI In-the-Loop campaigns are the exception: there the rep places the calls, and a due callback appears in the rep’s queue.
• To change the time, click Reschedule. To call it off, click Cancel callback; the contact goes back to the status it had before.
• You can schedule up to 90 days ahead.

Automatic callbacks

If someone on a campaign call asks the assistant to call them back at a particular time, for example “I’m in a meeting, try me Monday morning”, TriLuna schedules that callback for you after the call, just as if you had clicked Schedule callback.

• Only when the person asks. If the assistant reaches voicemail and leaves a “call us back” message, nothing is scheduled. The same goes for people who say they’re not interested, and for “call me some other time” with no day or time.
• In their timezone. The time is worked out from their phone number. A vague time of day becomes a set time: morning is 10 am, afternoon is 2 pm and evening is 6 pm.
• Within limits. It’s only scheduled for between 8 am and 9 pm their time, and up to 14 days ahead. The campaign’s calling hours and the do-not-call list still apply.
• Never over your own plans. If the contact already has a callback scheduled, it’s left alone.

An automatic callback appears like any other: the contact shows the Callback badge, and its note starts with Auto-callback followed by what they asked for. Use Reschedule or Cancel callback to change it.

Turning automatic callbacks off

Automatic callbacks are on for every campaign. If you’d rather nobody was called back automatically, for example because a person on your team follows up instead, turn them off for that campaign:

1. Open the campaign and go to its Settings tab.
2. Under Callbacks, untick Call back when asked.

With it off:

• Nothing is scheduled automatically. When someone asks to be called back, no callback is booked for them. You can still schedule one yourself with Schedule callback.
• The assistant doesn’t promise a callback. On AI Agent campaigns, the assistant won’t offer to call back or say that anyone will call again. If they ask for a callback or need time to check, it asks when they expect to know, says it will pass that on, and ends the call politely. What they said is in the conversation’s transcript and summary.
• Callbacks already scheduled are kept. Turning the setting off doesn’t cancel them, and neither does pausing the campaign. To stop one, open the contact’s Activity page and click Cancel callback.
• Hot leads still reach you. A call the assistant flags as a hot lead still becomes a task for you (see Campaign Follow-up Tasks).

The setting takes effect from the next call. Tick it again at any time to turn automatic callbacks back on.

Callbacks on your Conversations page

Upcoming callbacks also appear at the top of your Conversations page, under Scheduled, alongside conversations you scheduled with Schedule Conversation. Each one shows the time, the contact and the assistant.

Click a scheduled call to open its own page (you can bookmark or share the link). Pick a new time and click Save new time to reschedule it, or click Stop this call to call it off. After the call is made, the same page links to the conversation. For a callback, these do the same thing as Reschedule and Cancel callback on the campaign.

A callback that couldn’t be made shows as Missed for a week, so you can reschedule or stop it.

You see a campaign’s callbacks if you own the campaign, it’s been shared with you, or you have access to its assistant. Only people who can edit the campaign can change them.

What happens to the campaign

The usual calling rules still apply: the contact is only called inside their permitted calling hours (see Campaign Calling Hours).

If your campaign has a minimum gap between calls to the same number, a retry skips that gap for this one call, because you’ve decided to call again.

Seeing every call to a contact

Each contact that has been called shows when its most recent call was made, for example Called Oct 2, 3:14 PM PDT. The time is in your profile timezone (or your browser’s, if your profile doesn’t set one). Use it to decide whether it’s too soon to try someone again.

After a retry, a contact has more than one conversation. The link next to the contact changes from Conversation to Last Conversation and opens the most recent call. To see the earlier ones, click Activity next to the contact: it lists every call and message with that number in the campaign.

When Retry isn’t available

• Pending or calling: the contact is already in the queue, or on a call right now.
• Do not call, opted out or invalid: these contacts can never be called again from a campaign, and neither can a number on the do-not-call list. See Do Not Call Again.
• Not in the current run: a campaign that calls from a saved list only calls the people in its current run. Add the contact to the list, or wait for the next run.

Every retry is recorded against your account, with your note.