Chapter 10 · Run
Scheduled calls
Calls booked for a particular time — by you, or by a workflow when a caller asked to be rung back — each running the workflow you choose.
What scheduled calls are for
A scheduled call rings one person at a time you choose, running a workflow — a reminder the day before an appointment, a callback the caller asked for, a follow-up next week. Unlike a campaign it is a single call with no list and no calling window.
Schedule a call
- Open Scheduled calls and press Schedule a call.
- Type the Number to call and, optionally, Their name.
- Pick the Date and Time (in five-minute steps, in your organisation’s timezone).
- Choose the Workflow to run and, optionally, the line to Call from (the first active number otherwise).
- Add a Note if useful, and press Schedule.
The list
The page shows Upcoming calls by default; switch to All, Completed, Not picked, Busy, Failed or Cancelled, or search by name or number. Each row shows who, when, the workflow and line, and the status.
- Reschedule or Cancel a call that is still Scheduled.
- A call that is Calling now cannot be changed.
- Remove clears a finished call from the list.
Callbacks booked by a workflow
When a caller says “call me back tomorrow evening”, a Date & time step reads the moment and a Schedule a call step books it. The booking appears on this page with the workflow and the variables it carried, and the step tells the workflow whether it was scheduled, a duplicate of one already booked, or failed — so the agent only confirms a callback that really exists. See Schedule a call.
Questions about scheduled calls
Every question from every chapter is also on the FAQ page.
Why did my call go out a few minutes late?
Scheduled calls are placed on the five-minute mark, so a call is made within five minutes of its time.
Can a scheduled call be made from a local modem?
Not yet — scheduled calls are placed from Plivo numbers. Use a campaign on the local line (with Schedule on its contacts) to ring someone at a time from a SIM.
What if the person doesn’t answer?
A scheduled call is tried once and then shows Not picked or Busy. For automatic retries, add the person to a campaign instead.
Which timezone are the times in?
Your organisation’s timezone, set under Settings → Working hours. The dialog shows it beside the time.
A caller asked twice to be called back. Will they get two calls?
No. A second booking for the same number and workflow within 15 minutes of an existing one is recognised as a duplicate.
Can I change a scheduled call?
Yes, while it is still Scheduled: Reschedule changes the time and details, Cancel stops it being made.