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A workflow defines a multi-day, multi-attempt calling sequence for each contact in a campaign, instead of a single fixed retry interval.

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Configure attempts

1

Add an attempt

Add an attempt to the workflow.
2

Set the day

Set which day of the workflow this attempt happens on, relative to when the contact enters the campaign.
3

Set the time

Set the time when AgentCallback should place the attempt.
4

Enable double dial, if needed

Turn on double dial to call the contact twice back-to-back during this attempt.
5

Repeat for each attempt

Add as many attempts as your sequence needs, across as many days as needed.

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Retry outcomes

Choose which call outcomes should cause a contact to continue through the workflow’s remaining attempts, rather than being treated as done.

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Track progress

Each contact’s progress through the workflow — which attempt it’s on and whether double dial has already been used — is tracked automatically and rolls up into campaign stats.

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Configure a workflow with the API

You can include workflow_config when you create a campaign with POST /api/campaigns, or set it later with PUT /api/campaigns/{id}/workflow. The first item in attempts represents only the initial campaign attempt. Use { "day": 0, "startTime": "00:00", "doubleDial": false } so its timing follows the campaign start and it dials once. This item does not create a follow-up by itself. To schedule a second attempt, you must add a second item to attempts. Every later item is a follow-up relative to when the contact enters the campaign. The following example retries voicemail and unanswered calls. It places a double dial at 4:00 PM on day 1, then makes one final attempt at 10:00 AM on day 3.
Workflow times use 24-hour HH:mm format. Keep attempts in chronological order and inside the campaign’s working hours. If you omit timezone, the workflow inherits the campaign timezone. Same-day follow-ups require a scheduled campaign start and must be later than both the scheduled start and the current time. Retrieve the workflow and its effective scheduling context with GET /api/campaigns/{id}/workflow. Remove it with DELETE /api/campaigns/{id}/workflow. You cannot change the workflow after a campaign is completed or archived.
A configured workflow supersedes the campaign’s simple retry settings.

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Next step

Monitor your campaign to track queued workflow attempts and outcomes.