Damian RamosMay 11, 2026

Understanding Redialing Rules

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Understanding Redialing Rules

Damian Ramos

Learn how to configure redialing rules in Gale to manage contact attempts, set outcome-based actions, and establish communication thresholds. This guide helps you optimize your outreach strategy for better efficiency and compliance.

Understanding Redialing Rules

Damian Ramos

Learn how to configure redialing rules in Gale to manage contact attempts, set outcome-based actions, and establish communication thresholds. This guide helps you optimize your outreach strategy for better efficiency and compliance.

Chapters

00:00

Introduction

Overview of redialing rules in Gale campaigns.

00:11

Campaign Setup

00:23

Maximum Attempts

00:33

Outcome Rules

01:24

Custom Outcomes

01:49

Contact Thresholds

02:12

Conclusion

Transcript

00:00

Understanding Redialing Rules in Gale in this walkthrough, we'll cover redialing rules and how they help you control when and how contacts are called back in advanced campaigns.

00:11

In the Campaign Builder, the Redialing Rules step appears in Advanced campaigns.

00:15

From there, you can either select an existing rule from your organization or create a new rule directly within the campaign.

00:23

One of the first settings to configure is Maximum Attempts.

00:26

This allows you to control how many times a contact can be called overall and how many times a single phone number can be called after that.

00:33

Define your outcome rules.

00:35

Outcome Rules tell Gale what action to take after each call.

00:38

Result each outcome can have one or more actions, but actions must be unique within that outcome.

00:44

For each rule, you'll choose the outcome, the action, and the delay before that action happens.

00:50

For example, if the outcome is no answer, you might choose to redial or try the next number after 240 minutes.

00:58

If the outcome is voicemail, you might set a retry or Next number attempt after 1,440 minutes, which is one day.

01:06

If the outcome is busy, you might retry after 30 minutes, and for an outcome like Wrong Number, you would typically choose Resolve so no additional attempts are made.

01:16

You can use Add Outcome Rule to create rules for different outcomes and add Outcome Action if you want multiple actions under the same outcome.

01:24

In addition to standard outcomes, you can also create custom outcomes.

01:28

Custom outcomes allow you to define your own result categories using a custom name and definition.

01:34

Once created, those custom outcomes can be used in your outcome rules just like the built in options.

01:40

If you remove a custom outcome that is already being used in existing rules, the platform will warn you and automatically remove the associated rules as well.

01:49

Finally, you can optionally configure contact thresholds.

01:53

Thresholds let you limit how often a contact can be reached by phone or SMS within a set time period.

02:00

These thresholds can be configured using time units such as minute, hour, day, week, or month.

02:05

This adds another layer of protection to help control outreach frequency and support a more thoughtful contact experience.

02:12

With well configured redialing rules, you can make your outreach more efficient, more respectful, and better aligned with both business goals and communication standards.

Understanding Redialing Rules — Tella