All topics

Call a recipient again

For BuildersChecked against the app on October 1, 2026

Two actions on a person's row put them back on a campaign's list. Call again is for someone whose last attempt didn't finish the job. Reopen and call again is for someone marked Done. They're kept apart so a campaign never calls someone it has finished with by accident: a person who confirmed, paid or sent what you asked for is called again only if you ask for exactly that.

Which one a row offers

The row says	In its … menu	What it does
Not completed, Skipped or Needs a person	Call again	Back to Waiting, due straight away.
Done	Reopen and call again	Back to Waiting, due straight away, with the note Reopened by hand.
Waiting	Skip this person	The opposite: Skipped, with Skipped by hand., and not called. Offered on a draft too.
Any row, on a draft	Remove from the campaign	Takes them off the list altogether, as if their row had never been added.
Skipped, on a draft	Put back on the list	Back to Waiting.
On a call	Neither	Wait for the call to end.

Both keep the person's attempts so far, and on a Follow-ups campaign everything the calls have found out. The same menu has Mark as done on any row that isn't Done or On a call: it closes the person by hand, when the job got done some other way.

Before you start

You're an Owner, Admin or Builder.
The campaign is scheduled, running or paused. A draft has called nobody yet, and a completed or cancelled campaign calls nobody again.
Read the row's What happened, and the call behind it, before you put anyone back.

Warning: Call again works whatever ended the row, including someone who said no or a wrong number. Don't use it on anyone who has asked not to be called; you're responsible for respecting that. A number on your block list stays blocked, whatever you do here.

Steps

Open the campaign. On People, find the person: type in Search name, number or note, or choose their status in the list that says Everyone.
Click … at the end of their row.
Click Call again, or Reopen and call again on a Done row. The message says Back in the queue or Reopened — back in the queue, and the row reads Waiting.
If the campaign is paused, click Resume. Nobody is called while it's paused.

Why a Done row needs Reopen

Done means the job is finished: the appointment confirmed, the details checked, the goal reached. Call again isn't offered on a Done row, so a slip of the mouse can't ring someone who has already said yes. Reopen and call again is for when you know the job isn't finished after all:

the customer rang to say they've changed their mind;
the document they said they'd send never arrived;
someone on your team clicked Mark as done on the wrong person.

What happens next

The person is called along with everyone else who's due, in the order of the list, inside the calling window, from the campaign's number.
Their attempts so far still count. Someone who has had all their attempts gets one more call; if it doesn't settle the job, they're Not completed again.
On a Follow-ups campaign, the agent reads its notes from the earlier calls first, so it picks up where it left off. See Read a follow-up's progress.
The block list is checked before the call. A number on it goes back to Skipped, with On the block list (do not call).
Once the campaign is completed or cancelled, neither action is offered. To call people again, start a new campaign with them on its list.

If it does not work

You see	Why	What to do
Neither action is in the row's … menu	The campaign is a draft, completed or cancelled, or the row is On a call	For a finished campaign, start a new one. Otherwise wait for the call to end.
This campaign has ended. Start a new one to call again.	The campaign ended while the page was open	Start a new campaign with the person on it.
Only a recipient that failed, was skipped, was cancelled or is waiting on a person can be queued again. or Only a completed recipient can be reopened.	The row changed since the page loaded: a call settled it, or someone on your team got there first	Reload the page and look at the row again.
The row goes back to Skipped, with On the block list (do not call).	The number is on Settings → Blocked numbers	Take it off only if the person has asked you to call them.