How callbacks work

When a caller says they'd like to be called back, the AI agent:

  • Asks for their name and phone number
  • Asks for a preferred time (if mentioned)
  • Saves a callback request in your admin app

Viewing callback requests

Go to Conversations on your desk and select the Needs action filter. There is no separate Callbacks page - callback requests appear here alongside anything else that needs your attention, showing: - Caller name and number - Preferred time (if provided) - Time the request was made

Managing requests

  • Mark as called: when you've completed the callback, mark it done
  • Cancel: if the callback is no longer needed
  • Add notes: record anything relevant about the call

One place for follow-ups

Callback requests and voicemail messages both surface under the Needs action filter in Conversations, so you have one place to manage follow-ups.

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