Run calls

Schedules

A schedule is a standing instruction: call this contact, with this flow, at this time, this often. A daily medication check-in, a weekly progress call, a reminder the day before every monthly appointment, a single call at 4 pm next Tuesday. Where a campaign is a list run once, a schedule is one person, run repeatedly.

What a schedule is made of

SettingWhat it decides
ContactThe one person this schedule calls. Their record fills the {{contact.*}} prompt variables on every run
Flow and from numberAs for any outbound call — a published flow; a number that can place calls
Frequencyonce, daily, weekly (choose weekdays), monthly (day 1–28), or custom_cron
TimeWall-clock HH:MM, interpreted in the contact’s timezone — their explicit zone if set, otherwise the zone derived from their phone number. Runs happen at that local time whatever the season; DST is handled
Retry on failureWhether an unanswered or failed run is retried: delay between tries (1–1440 min, default 30) and how many (0–10, default 2)
End date / Max runsStop after a date, or after N runs, whichever comes first

Day 28 is the monthly ceiling on purpose: “the 31st” doesn’t exist in most months, and a schedule that silently skips February is worse than one that won’t let you set it.

Lifecycle

active
running
Will fire at the next occurrence.
paused
stopped
Occurrences are skipped until resumed; the recurrence rule is unchanged.
completed
terminal
once fired, or the end date / max runs was reached.
canceled
terminal
Deleted by you; won’t fire again.

A run is an ordinary outbound call: it goes through the same checks — Do Not Call, legal calling hours, balance, capacity — and the same queue. If the contact’s number is added to the DNC list, the schedule’s runs are refused from then on. If the account is at capacity when the run fires, the call queues with a 10-minute time-to-live; a scheduled call that can’t be placed within that window is dropped for that occurrence rather than surprising the contact an hour late.

Retries

With retries on, a run whose call ends no_answer, busy, failed or canceled is tried again after the retry delay, up to the maximum. An answered call is a successful run — even a short one — and isn’t retried. Retries belong to the run, not the schedule: a daily schedule with 2 retries can place up to 3 calls in a day, then waits for tomorrow.

Setting one up

Call Center → Schedules → New Schedule. Pick the contact, flow and from-number; choose the frequency and the time (shown in the contact’s timezone); optionally turn on retries and set an end date or run cap.

One contact, many schedules

A contact can have several schedules — a weekly check-in and a monthly review — and each keeps its own run history. Calls placed by a schedule carry source: scheduled on the call record, so they’re easy to separate from direct and campaign calls in history and analytics.

Next

Campaigns

For a list rather than one person.

Contacts

The contact record a schedule calls.