Callbacks Overview
A callback request is a note that a customer would like your team to call them back. Callbacks come from conversations where a live person was not available at that moment, for example a voice call, or a live chat where the assistant offered a phone call because nobody could join. Each request captures why the customer wants a call, the time window they asked for, and a link back to the original conversation.
The Callbacks page
Section titled “The Callbacks page”Open Callbacks from the sidebar under Operations. The item carries a count when there are requests waiting to be claimed.
- Pending shows requests nobody has claimed yet. These are the ones that need action.
- Claimed by me shows requests you have taken on.
- Closed shows finished requests, whether completed, cancelled, or expired.
What a callback row shows
Section titled “What a callback row shows”- A status dot whose colour shows how urgent it is.
- The reason for the call, taken from the conversation.
- The window the customer asked for, such as “today” or “within 2 hours”.
- When the request came in, and how many attempts have been made.
Callback statuses
Section titled “Callback statuses”| Status | What it means |
|---|---|
| Pending | Waiting for someone to claim it. |
| Claimed | Claimed by an operator but not yet contacted. |
| In progress | Claimed and being worked. |
| Completed | The customer was reached. |
| Cancelled | An operator cancelled the request. |
| Expired | The window passed without the customer being contacted. |
Claiming and working a callback
Section titled “Claiming and working a callback”- On the Pending tab, select Claim on a request to take it. It moves to your Claimed by me tab.
- Open the request to see the full details: who asked for the call, the requested time and window, when it expires, the reason, and a button to Open original conversation for the full context.
- Call the customer using the number on their contact record.
- When you have reached them, select Mark completed. The request moves to Closed.
If you no longer need to make the call, select Cancel callback and confirm. You can cancel a request at any point before it is completed.
If two people try to claim the same request at once, only one wins. The other sees a short notice showing who claimed it, and the list updates.