How callback works, step by step
From the customer entering their number to the call with your agent - what happens along the way.
Callback is available on the Chat + Call and Business plans.
- The customer clicks the phone button, enters their number, ticks the consent to be contacted and clicks “Now”.
- The system calls your team first - in the dashboard in the browser and in the app, for all available agents at once. Whoever answers first takes the call.
- If no one answers in the browser within 20 seconds, the system calls the agents' mobile phones - one by one, in the order set in the Agents tab.
- When an agent answers, the system calls the customer. The agent hears a ringback tone.
- The customer answers - the call is on. The customer sees in the widget what stage the connection is at.
If it doesn't work out
- No one on your team answered - the request stays in the Calls list as “No one answered (company)”. You call back manually.
- The customer didn't answer, the line was busy or the number was invalid - you'll see the reason in the call status.
- The system doesn't retry on its own. You make another attempt with the “Call back” button. See Call back now and Schedule.
The customer's voicemail isn't detected automatically - the agent hears it and hangs up.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →