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When an agent reaches out to a lead, how often, and what stops it. Last verified: 2026-09-25.

The short answer

Where the schedule lives

  • The agent’s Contactability edits one task and copies its days, hours, Contact for and Attempts per day to every task of the agent, including tasks that had their own.
  • A task’s Schedule edits only that task. Its rows then read Custom instead of Shared.
  • Each day has one or more time ranges (Add range). The cadence only runs inside them.
  • The time zone belongs to each task: search Identity and instructions with ⌘K and pick the task.
Saving the agent’s Contactability has two side effects today: Outside those hours is saved on only one of its tasks, and that task’s Greeting template choice, if it has one, is copied to the others. After saving, check both on each task.

Outside those hours

  • Whatever you choose, cadence attempts are planned inside the ranges, and Follow-up rule attempts always wait for them.
  • Never blocked: replies to a lead who writes, a time the lead asked for, and meeting reminders.
  • For US recipients, set the hours yourself. See US outreach rules.

First contact

  • A lead from a CRM, the API, a file or added by hand gets it as soon as it enters a live task. A lead who writes first gets a reply instead.
  • The First contact channel (Task → Channels) goes first, then each other channel with attempts, a few minutes apart. It stops when the lead replies.
  • If the lead can’t be reached there, for example with no phone number, Nexor starts with the next channel.
  • A channel that is turned off for the task is never used.
  • When WhatsApp goes first, the next channel waits until the WhatsApp message has actually been sent. The minutes between channels count from that send, not from when the lead entered the task.
  • Nexor spreads WhatsApp first messages over the day, and the daily sending limit and contact hours can delay them further. No other channel, a call included, goes ahead of a WhatsApp message that is still waiting.
  • If the WhatsApp message can’t be sent, the next channel stops waiting for it and goes at the next scheduled check, which can take up to 15 minutes.
  • In a paused task, the lead waits until you Set live.

Attempts per day and contact days

  • Attempts per day applies per channel and per time range. A day with two ranges can get twice as many.
  • Automatic: one per channel in each range. Personal WhatsApp gets none unless you customize it.
  • Customize: 0 to 5. Each later day uses one fewer, down to a minimum. 0 turns the channel off in the cadence; with 0 calls, calls the lead asks for and meeting reminders still happen.
  • iMessage and personal WhatsApp send at most one message per range.
  • Attempts are spread across the range, at least 3 minutes apart.
  • Contact for counts only days with contact hours.

What stops the cadence

  • The lead replies on any channel, or has a real conversation on a call. Voicemail doesn’t count.
  • The lead reaches the goal (for example, a meeting is booked), a final stage, or a stage with Pause your agent here.
  • The lead opts out. See Consent and opt-out.
  • Automation is paused for that lead (Pause in its conversation), or it waits for someone on your team.
  • The task is paused. Set live resumes its leads.
To restart a Discarded lead, open it and change its stage to one that isn’t final. It starts over with a new first contact.

Follow-up after silence

Select the task → Follow-ups section → Edit, or search Contact rules and follow-up with ⌘K.
  • It applies to the stages you include. The first stage belongs to the cadence; final stages, paused stages and the goal stage and later ones are left out.
  • Per stage you can change the timing, add instructions and pick a Recontact channel (Automatic — all active channels or one channel).
  • Instructions don’t limit the channel. To keep a stage on WhatsApp only, pick WhatsApp as its Recontact channel. Through the API or MCP it’s channel_override on set_recontact_rule.
  • No attempt while the agent owes the lead a reply, while another follow-up is scheduled, or when a meeting is booked. The agent can also decide to skip one.
  • A failed delivery doesn’t count. A reply from the lead resets the count.
  • Nexor checks about every 15 minutes. The lead’s conversation shows the next contact or why there’s none, for example Follow-up attempt limit reached.

WhatsApp 24-hour window and templates

  • The window stays open 24 hours after the lead’s last message. Inside it, the agent writes freely.
  • To start a conversation, or write after the window closes, WhatsApp needs a template approved by Meta. See Message templates.
  • Greeting template: the first message to a new lead. Follow-up template: later WhatsApp attempts with the window closed.
  • Templates count against your account’s daily sending limit.

Follow-up template rotation

Task → Channels → WhatsApp → Follow-up template:
  • Automatic: all approved follow-up templates of the task’s WhatsApp account.
  • One template: always that one.
  • Several: only those. The agent picks one per lead from the context and attempt number, without repeating the last one sent. List order isn’t send order.
The Greeting template works the same way. Each task has its own selection.

Reply-only tasks

A task can be set to never write first: no first contact and no cadence, only replies. This is set through the API or MCP, not in the app. See Update a task (API).

Why a lead was not contacted

Last modified on November 12, 2026