📞Call fallback

Automatically call the contacts who never replied to your sequence message. Set the wait time, pick the voice agent that makes the call, and track every outcome from the sequence detail page.

Not everyone answers a WhatsApp message. Call fallback closes that gap: a set number of hours after the template is delivered, any contact who has not replied receives one automated phone call from a voice agent of your choice.

It turns a single-channel sequence into a two-touch sequence — message first, call second — without you building anything or exporting a list of non-responders.

Call fallback is configured per sequence. Contacts who reply are never called, so the fallback only ever reaches the people your message did not land with.

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How it works

1. The sequence sends the WhatsApp template to a contact.

2. Dapta starts a timer for that contact, using the wait you configured.

3. When the wait is over, Dapta checks whether the contact replied.

   • They replied → no call is placed. The fallback closes as Answered.

   • They did not reply → Dapta places one call with your selected voice agent.

4. The result is recorded on the sequence's Conversations tab and in the sequence metrics.

Only contacts whose template was successfully sent enter the fallback. A contact whose message failed, expired, was cancelled, or was skipped by a sending policy is never called.

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Enabling call fallback

Call fallback lives in step 2 of the sequence wizard (the scheduling step), and stays editable afterwards on the sequence's Settings tab.

Step 1: Open the sequence and go to the scheduling section.

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Step 2: Find the Call fallback block and turn on Call unanswered contacts.

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Step 3: Fill in the configuration below, then save.

Configuration

Field	Required	Description
Wait before calling	Yes	How many hours to wait after the template is sent before calling. Accepts 1 to 24 hours.
Voice agent	Yes	The voice agent that places the call. It uses its own voice, prompt, and outbound configuration.
Call Variables	No	Map the voice agent's dynamic variables to columns in your contact file, so the call can be personalized the same way the message is.

The sequence will not save with call fallback enabled unless you select a voice agent. If your voice agent list fails to load, the field switches to a manual Voice agent ID input so you can still configure it.

Call variables

Call variables work like template variables, but they feed the call instead of the message. For each row, pick the variable name the voice agent expects (for example customer_name) and the column in your uploaded file that fills it.

Mapping is optional. Any variable you leave unmapped is sent to the call as empty text — it will not block the call from being placed.

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When a call is not placed

The fallback respects the same guardrails as the rest of the sequence, so it never calls someone at a time you did not authorize.

Situation	What happens
The contact replied to the message	No call. Marked Answered.
The wait ends outside your send windows	The call waits for the next open window, then goes out.
The next open window falls after the sequence end date	No call. Marked Not called.
The sequence end date has already passed	No call. Marked Not called.
Call fallback was switched off before the wait ended	No call.

A contact receives at most one fallback call per sequence. The fallback is not a retry loop — it is a single, final touch.

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Tracking results

The Call fallback column

On the sequence detail page, the Conversations tab has a Call fallback column showing where each contact stands.

Status	Meaning
Scheduled	The wait is running. Hover to see the date the call is scheduled for.
Calling…	The call is being placed right now.
Call made	The call went out but was not answered.
Answered	Either the contact replied to the message before the wait ended, or the call was answered.
Not called	The sequence ended before the call could be placed.
Could not call	The call could not be placed — a configuration or connection problem.
—	This contact has no fallback (for example, the template was never delivered).

Hover any status to see its date: Scheduled for while pending, Completed on once resolved.

The metrics widget

When call fallback is enabled, the sequence metrics page adds a Call Fallback panel with a live count for each status plus a Total with fallback figure and the time it was last updated. It gives you the funnel of the second touch at a glance.

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Retrying a call

If a fallback ends in Could not call or Not called, you can trigger it again manually. Click the Retry button in the Call fallback column for that contact and confirm.

Retry re-runs only the call. The WhatsApp message is never resent.

You cannot retry a fallback that is already in progress or already resolved — the app will tell you so rather than placing a duplicate call.

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Related pages

✏️Create a sequence⚙️Managing your sequence⚡Message Logic & Limits