Each call rule sets when the first call goes out and how unanswered calls are retried. By default we wait 2 minutes after the order, call only between 09:00 and 21:00 IST, make up to 3 calls with gaps of 30 and then 120 minutes, and give up after 48 hours. All times are in IST.
Settings#
| Setting | Default | Allowed | What it does |
|---|---|---|---|
| Wait before the first call | 2 minutes | 0 to 1,440 minutes | Lets the customer finish checkout first |
| Calling window | 09:00 to 21:00 IST | Any start and end time | Orders outside it are called when the window opens |
| Attempts (total calls) | 3 | 1 to 10 | The first call plus retries |
| Gaps between attempts | 30, 120 minutes | 1 to 1,440 minutes each | Comma-separated; the last gap repeats |
| Retry when | No answer, Busy, Call failed | Also: Answered but no key pressed | Which results lead to another attempt |
| Give up after | 48 hours | 10 minutes to 7 days | The order settles as expired even with attempts left |
How a retry ladder works#
With the defaults, an order placed at 14:00 IST:
- 14:02 first call (after the 2-minute wait). No answer.
- 14:32 second call (30-minute gap). Busy.
- 16:32 third call (120-minute gap). No answer.
- No attempts left: the order settles as
unreachableand the outcome actions forunreachablerun.
If a retry falls outside the calling window, it moves to the next time the window opens.
Answered but no key pressed#
If the customer answers but does not press 1 or 2, the call ends after the keypad timeout and the order settles as no_input. To call them again instead, add Answered but no key pressed to Retry when.
When a call cannot be placed yet#
Some conditions delay a call without using up an attempt. The order's timeline says why:
| Reason | What happens |
|---|---|
| Wallet balance too low | Tried again every 15 minutes |
| Workspace call limit reached | Tried again in about a minute |
| Caller ID problem (number not yours, or no number) | Tried again every 15 minutes |
| The rule's call script is not published | Tried again every 15 minutes |
| Number on your do-not-call list | Not called; the order is skipped |
| Not a valid Indian number | Not called; the order is skipped |
FAQ#
Can I call immediately after the order?#
Yes. Set Wait before the first call to 0. A short wait is usually better, so you don't call while the customer is still on a payment page.
Can I call outside 09:00 to 21:00?#
The window is editable per rule. Keep it to reasonable hours for your customers.
Do retries cost money?#
Each retry is a separate call, billed per minute from your wallet. See Pricing.
Can I call an order again after it settled?#
Yes, for some outcomes. See Retry, Replay and Cancel.