In some embodiments, a system facilitates receipt of a request from a user via a graphical user interface on a user device for a service agent to initiate a communication to the user using a first communication type. In response to receiving the request from the user, the system initiates a first communication attempt to the user using the first communication type. The system determines that the first communication attempt using the first communication type is not successful. The system accesses the rules for communicating with the user. In response to determining that the first communication attempt using the first communication type did not reach the first user, the system initiates a second communication attempt using a second communication type according to the rules for communicating with the user.