Book a lead for later, work through what is due today, and set the rules for which no-pickups Lead Hero dials again on its own.

Who can do this: any rep can schedule callbacks and run a redial. Only owners and managers can change the automatic redial settings in the last section.

1 is the date picker. 2 is the Schedule Callback button, which stays disabled until a date is set. The optional note field sits between them.

Picking a date saves nothing on its own. The section says so while you are in it, and it is the most common way a callback goes missing: pick a date, get distracted, navigate away, and there was never a callback. Select Schedule Callback to commit it.

Whether you set a time changes where the callback shows up later. Callbacks with a time are grouped under At a specific time. Callbacks without one land under Anytime for that day.

If you cannot find the Schedule Callback section at all, the lead has no dialable phone number. The section only appears on leads that can actually be called. Enrich the lead or fix the number first.

One thing about the status dropdown, since it looks related: choosing Callback Scheduled there does not set a status. It opens this same picker, because the status only means something with a date attached. Choosing Automatic Callback Scheduled is refused, because Lead Hero sets that one itself after a missed callback.

1 is the rep filter. 2 is Run Through Due, which loads every callback that is already due into the call queue.

The timeline groups by day, with Overdue and Today at the top. Reps see their own callbacks. Owners, managers, and system admins get the filter, with My Callbacks, All Reps, and each rep by name.

On each row:

Tick several rows and you get Delete Selected for cancelling them together.

Run Through Due queues everything already due and takes you to Leads to work through it. Leads with no usable phone number are left behind and flagged No dialable phone on their row, so check for those rather than assuming the queue covered everyone.

Open a lead folder's three-dot menu and select Redial leads to put leads back into the calling queue by status.

Every status starts ticked except Booked. The DNC row is disabled and cannot be ticked.

Untick the statuses you do not want. The button counts what you have chosen, and will not run with nothing selected.

DNC leads can never be redialled. The modal will not let you select them, and the server drops DNC from the request even if it arrives, so there is no way to get one into a redial queue from the interface. If you ever see a DNC lead in a queue, treat it as urgent and tell support.

Some leads are left out for other reasons too: anyone with no phone number on file, and anyone whose next call is already scheduled for a future date.

Owners and managers only. These settings live in Settings > Call Scheduling and apply to everyone in the organization.

Automatically reschedule no-pickups is the master switch. The other three fields stay disabled until it is on.

Two behaviours here account for most of the confusion about callbacks moving on their own.

Automatic redials have no time of day. They land at midnight on their target day, so they always show under Anytime. A lead you missed at 3pm does not come back at 3pm two days later.

Hitting the retry limit ends the sequence. Once a lead reaches Max Auto-Reschedules, Lead Hero stops retrying, moves it to Needs Review, and clears its callback. Nothing is lost, but the lead is now waiting on a person. This is usually the answer when someone reports that a callback vanished.

Leads already marked Answered, Booked, Disqualified, DNC, or Needs Review are never redialled automatically.

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