Parallel dialing (concurrency)
- Set Parallel calls (concurrency) per campaign — a slider from 1 to 10 — for how many calls run simultaneously.
- The effective limit is the lower of the campaign setting and your plan’s parallel-call allowance; higher values are capped server-side. That plan allowance is a single workspace-wide ceiling shared by every live assistant session — inbound and outbound calls, web calls, WhatsApp voice, and web chat — rather than a per-campaign or per-channel budget.
- Concurrent Lines is a paid, tiered add-on bought from Settings → Plan for workspaces that need more simultaneous capacity than the plan includes. Each purchased line raises the workspace ceiling by one.
- Calls that never connect are cleared automatically so they do not occupy a slot indefinitely.
This is a different limit from the daily outbound call cap: concurrency governs how many calls run at the same moment, the daily cap governs how many calls may start over a whole day.
Retry logic
Unanswered leads are retried automatically:- Max. retries counts additional attempts after the first dial. The default is 2, so a lead is dialed up to three times.
- Retry delay (min) is the wait before the next attempt (default 60) — the retry lands at a different time of day, which measurably improves reach.
- A lead that answers stops being retried;
busy,no answer, andfailedoutcomes schedule the next attempt until the budget is exhausted. - The full attempt history is visible per lead.
Retry until a human answers
Turn on Retry on voicemail (“Continue calling until a human answers”) to keep retrying when answering-machine detection reports voicemail, an IVR, or an unavailable message. A human answer or an exhausted retry allowance finalizes the lead. This is a retry policy. What the assistant actually does when it hits a machine is a separate, per-assistant setting — see AMD & voicemail below.Retry until the goal is achieved
Two settings work together to keep dialing a lead until a defined outcome is met:- Retry until goal completed (“Continue calling until the goal is achieved”) — marks a lead completed only when the selected goal evaluates to true; otherwise another attempt is scheduled within the maximum.
- Goal variable — pick one of the assistant’s yes/no post-call evaluation fields, or the built-in Call successful result. If the list is empty, add a boolean field under the assistant’s Analysis tab first.
Calling windows
Define when the campaign may dial, per weekday, in the campaign’s timezone — e.g. Mon–Fri 09:30–18:00. Outside the window the dialer pauses and resumes automatically.In Germany, unsolicited calls outside reasonable hours violate the UWG. Calling windows aren’t just a courtesy feature — configure them for every campaign that dials consumers.
Do-not-call (DNC)
A central workspace suppression list hard-blocks opted-out contacts before proactive marketing outreach:- Universal mode blocks every linked channel after an opt-out on any one channel.
- Per-channel mode blocks only the channel where the opt-out was received.
- Phone, email, contact identity, scope, source, reason, and the mode at opt-out are retained for auditability.
- Campaign dialing checks the active voice suppression immediately before dispatch and fails closed when consent status cannot be verified.
GET /api/v1/suppression-list— list active recordsPOST /api/v1/suppression-list— record an opt-outDELETE /api/v1/suppression-list/{id}— restore consent without deleting the audit history
AMD & voicemail
Turn on Answering machine detection (AMD) in the campaign’s settings to detect a machine before the assistant speaks, and pick Conservative (fewer false hang-ups) or Aggressive (faster detection at higher volume). AMD classifies who picked up into one of five categories:
What the assistant does on a machine — hang up silently, or speak a configured message and then hang up — is one toggle on the assistant, not the campaign: Settings → Conversation → Voicemail. Leave that message blank and the assistant’s normal greeting plays instead.
The AMD result appears with the call and helps retry logic distinguish a mailbox from an unanswered call. Turn on Retry on voicemail when appropriate.
Put together, one dial attempt for a lead follows this path:
Troubleshooting
Campaign won’t start
A scheduled campaign runs through the same checks when its start time arrives. If one of them fails, the campaign moves to Paused instead of Running and keeps the error — so a campaign that was Scheduled yesterday and is Paused today usually hit one of the rows above.
No calls happening
A running campaign that isn’t placing calls usually comes down to one of these:- Outside the calling window — check the current time against the campaign’s calling window and timezone.
- Queue exhausted — every lead has either used up its Max. retries or is waiting for its next retry. Import more leads, or review the retry settings.
- Suppressed — leads on the do-not-call list are skipped, not retried.
Goal-completion debugging
If Retry until goal completed marks leads complete unexpectedly — or never marks them complete — the usual cause is the goal variable itself, not the retry logic:- Review recent call transcripts for extraction errors on the goal variable.
- Place a few test calls and check what the assistant actually extracts.
- Tighten the variable’s description and the prompt language around it so the criteria are unambiguous.
Starting a campaign dials its first wave immediately, and the dialer re-checks every running campaign about once a minute after that. If nothing has happened within a few minutes, work through the checks above rather than assuming it needs more time.