Calling policy: delay, window, retries, holidays, duplicates and do-not-call
Every setting that decides when a new lead is called: call delay, the 06:00–22:00 window, what happens outside hours, up to 3 attempts, holidays, the duplicate window and the do-not-call list.
Updated 5 October 2026
Each caller has one calling policy. It is on the caller's Lead response tab under Calling policy and covers every call to a lead from a source. Call lists have their own window, timezone and attempt count; see Call lists.
The settings
- Call delay: seconds to wait before ringing a lead that arrived inside the window. 0 by default, up to 600. A short delay lets a person finish submitting before the phone rings.
- Calling window: default 09:00–20:00. The earliest allowed start is 06:00 and the latest end is 22:00. A source's own Call from / Call until narrows it further.
- Calling days: Sun–Sat chips, all seven on by default; at least one must stay on.
- Leads outside calling hours: what to do with a lead that arrives when the window is closed. Next open (default) calls at the next opening. +3 hrs and +6 hrs wait that long, then roll into the window. Next day waits for the next day's opening. Manual release holds the lead in the queue until you release it. Skip does not call it at all and records it as suppressed.
- Retry if no answer: a list of delays in minutes, each between 1 and 1440. The default is two retries, 180 minutes then 1,440, which gives up to 3 attempts in total. Retries are pushed inside the window and skip holidays.
- Holidays — never call on: up to 20 dates you add yourself, blocked for the whole day in the scheduling timezone. There is no built-in public-holiday list.
- Max at once: 1 or 2 calls at the same time for this caller.
- Duplicate lead window: “Same number again within this many minutes is skipped.” 10 minutes by default, up to 1,440. It applies to the same contact and the same caller.
What is checked before every call
- Is the contact archived, on your do-not-call list, or did they withdraw consent? Then no call, logged as suppressed.
- Has the same contact already been called by this caller inside the duplicate window? Then it is skipped as “called recently”.
- Is it inside the window, on a calling day, and not a holiday? Otherwise the outside-hours rule applies.
- Are there enough credits to hold the worst case for the call? See Credits and billing.
Numbers reach your do-not-call list from Settings, from a CSV, from a conversation, or automatically when a person asks not to be called again. See Do-not-call list and consent.