A transfer didn't connect

Open the contact and look at the call card and the events around it.

The contact did not answer

For a call the contact asked for, Mav retries once on its own. It texts "Sorry, it looks like we had some trouble connecting. I'm going to try you again right now," and redials fifteen seconds later, as long as reps are still available and the contact is still inside their texting window. If the second try also fails, Mav texts a number the contact can call back and offers to set up another time. That number reaches the Mav agent, which books the callback and bridges your rep as usual.

Mav's own follow-up calls are never retried. The next nudge covers them.

If the contact texted during the call that they could not talk, Mav replies "No problem, we'll try again later" and skips the retry. Any other text during a missed call goes to the agent, which answers it by text.

No rep answered

The call card shows Phone Call Rep Attempted followed by Phone Call Transfer Failed. The contact heard "I'm sorry, no one is available to take your call right now." Check that the DID number in Settings › Phone Settings › Setup is right and that someone answers it during your transfer hours. A rep's voicemail picking up counts as answered, so make sure the line rings a person.

Outside your hours

If the contact asked for a call when your transfer hours were closed, the agent did not call. It shared your hours and offered the next open time instead, and the callback it booked shows as Phone Call Scheduled. Holidays close your hours too: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas.

The callback fired but the rep was busy

When a booked callback fires and no rep is available, the agent tells the contact the call it had lined up cannot happen right now and asks when else works. A callback that is hours or days stale gets an apology and a fresh offer of times.

Reading the events