Alerts & retry
Who gets told about a callback request, and what happens when nobody answers.
Open Widget → Alerts and Widget → Retry.
Alerts
Choose how your team is told a callback has been requested.
Browser notification
Agents working in the dashboard.
A record, and for people not logged in.
SMS
Teams away from a desk.
Slack
Shared visibility across a team channel.
Enable at least one channel that reaches someone who is not sitting in the dashboard. Browser notifications alone mean a request raised while everyone is in a meeting goes unseen.
Slack is usually the best default for a team — see Slack.
Who is alerted
Alerts follow your routing configuration. If the callback is assigned to a team, the members of that team are alerted; if it is assigned to a person, only they are.
Set routing under Settings → Team.
Retry
When a callback is routed to a person or team and nobody picks up, the retry settings decide what happens next.
Number of attempts — how many times to try before giving up. Two or three is typical. More than that and you are calling a visitor who has moved on.
Interval between attempts — how long to wait. Short intervals (a minute or two) catch someone who stepped away; longer intervals are better if your team works in blocks.
What to do after the final attempt — the important setting. Options are to leave the request as a missed callback in your Inbox, send the visitor a message, or hand the call to your AI receptionist.
A missed callback that produces no alert and no follow-up is a lead you paid to acquire and then dropped. Configure the final-attempt behaviour deliberately rather than leaving it at the default.
Retrying the visitor
If your side answers but the visitor does not, LimeCall can try the visitor again. Visitors frequently miss the first attempt because they do not recognise the number — which is a good reason to set a caller ID they will recognise. See Caller ID.
Reviewing what happened
Every attempt is logged on the call record, so you can see how many times each side was tried and where it failed. Find these under Calls, filtered by outcome.