The “Delay and Retry” fallback: wait until someone is free
If no one is eligible, the engine tries again after a growing number of seconds. It’s useful when an employee is full on the hourly limit for seconds or minutes, not for the night hours.
Lead distribution is a paid Add-on. If you can’t find it in your account, contact support to turn it on.
How it works
The engine tries up to 5 times, with growing gaps: 2, then 4, then 8, then 16 seconds, about 30 seconds in total. If no one becomes available, the client stays without an owner.
Delay and Retry doesn’t move on to the next rule.
It isn’t meant for waiting until the next shift starts. For night-time clients, use a default user, then distribute them in the morning.
In manual distribution through a rule whose fallback is Delay and Retry, the record fails with a message that the rule is waiting for someone available, so try again later.
If something goes wrong
A real example
A limit of 3 bookings per hour for each employee, and the rush comes in short bursts.
- The Delay and Retry fallback on the Dammam rule.
Short bursts wait a few seconds and then get assigned, instead of staying without an owner.