Callbacks

Introduction

When a lead doesn't answer their phone, Kejue can automatically schedule callbacks to retry the call. This ensures you don't miss opportunities and can reach leads at better times.

How Callbacks Work

Callbacks are triggered when:

A lead doesn't answer their phone, only if you have auto_callback enabled.
The lead expilictly asks for a callback, this doesn't get affected by the auto_callback setting.

When auto_callback is enabled, Kejue automatically schedules a retry based on your callback configuration.

Auto Callback

Enable automatic callback scheduling with the auto_callback field:

{
  "call": {
    "auto_callback": true
  }
}

When enabled, failed calls will automatically be scheduled for retry based on your callback configuration.

Maximum Callback Attempts

Control how many times to retry a call with max_callback_attempts:

{
  "call": {
    "max_callback_attempts": 3
  }
}

This sets the maximum number of callback attempts. The value must be greater than 0.

Callback Retry Schedule

Define when callbacks should be attempted using callback_retry_schedule. This is an array of intervals in minutes:

{
  "call": {
    "callback_retry_schedule": [5, 15, 60, 1440]
  }
}

This example would retry:

First callback: 5 minutes after the initial failure
Second callback: 15 minutes after the first callback
Third callback: 60 minutes (1 hour) after the second callback
Fourth callback: 1440 minutes (24 hours) after the third callback

Retry Schedule Examples

Quick Retries (for urgent calls):

{
  "callback_retry_schedule": [5, 15, 30]
}

Standard Retries (balanced approach):

{
  "callback_retry_schedule": [30, 120, 1440]
}

Extended Retries (patient approach):

{
  "callback_retry_schedule": [60, 240, 1440, 2880]
}

Callback in Webhooks

When a callback is scheduled, the webhook payload includes a callback object:

{
  "event": "call.ended",
  "call_id": "call_abc123",
  "callback": {
    "id": 2185,
    "scheduled_at": "2025-09-12T07:00:00+00:00"
  }
}

This allows you to:

Track when callbacks are scheduled
Monitor retry attempts
Update your CRM or other systems
Trigger follow-up actions

If auto_callback, max_callback_attempts, or callback_retry_schedule are not specified, Kejue uses the default callback settings configured in the Calls page in your Settings. You can set these defaults once and they'll apply to all calls unless overridden.

Examples

Enable Callbacks with Custom Schedule

{
  "call": {
    "auto_callback": true,
    "max_callback_attempts": 3,
    "callback_retry_schedule": [30, 120, 1440]
  }
}

Campaign with Callback Configuration

{
  "schedule": {
    "auto_callback": true,
    "max_callback_attempts": 2,
    "callback_retry_schedule": [60, 1440]
  }
}

Use Default Callback Settings

{
  "call": {
    "assistant_group_id": "grp_abc123"
  }
}

In this example, the default callback settings from Settings will be used.

Best Practices

Set reasonable retry intervals: Don't retry too quickly (annoying) or too slowly (missed opportunities)
Consider lead timezone: Callbacks respect calling hours and day selection settings
Monitor callback success rates: Track which retry schedules work best for your leads
Use webhooks: Monitor callback scheduling to understand lead responsiveness

Call Scheduling - Control when calls (including callbacks) are made
Day Selection - Control which days callbacks can be scheduled
Calls - Learn about creating individual calls
Campaigns - Learn about batch campaigns
Webhooks - Receive notifications when callbacks are scheduled

API Reference

Create Call - Full API documentation
Create Campaign - Campaign callback options