Configuring Request Callback for Inbound Calls
Feb 27, 2026
14
The Request Callback feature is designed to reduce call abandonment and improve customer satisfaction by allowing callers to hang up while maintaining their position in the queue. The system automatically calls them back when they reach the front of the line.
How It Works: The Agent-First Model
The system ensures a high-quality connection by verifying an agent is ready before dialing the customer:
- The Offer: While waiting in the queue, callers hear their queue position and an offer to receive a callback.
- Virtual Hold: If the caller opts in, they can hang up. The system retains their information (routing category, queue, etc.) and keeps their place in line.
- The Dispatch: When the caller reaches the front of the queue, the system rings an available agent first.
- The Bridge: Once the agent accepts the notification, the system automatically dials the customer and bridges the two calls together.
Admin Configuration
Administrators can enable and customize the callback experience on a Per Phone Number basis.
1. Activation
- Enable Callback: Toggle to On to activate the feature for the specific phone number.
- Business Hours: Callback functionality only operates during your configured business hours.
2. Greetings
- Callback Offer: The offer greetings will be played every 30 seconds while the caller is in queue.
- Default: "Press 1 to get a callback and keep your position."
- Callback Confirmation: The callback greetings will be played immediately after the caller selects the callback option.
- Default: "We’ll call you back when it’s your turn. You won’t lose your position."
System Behavior & Safeguards
| Scenario | Outcome |
|---|---|
| Agent Availability | If no agents are available when the caller reaches the front, the request waits in a passive state until an agent becomes free to pick. |
| Customer No-Answer | If the customer does not answer or the call hits voicemail, the system ends the call and creates a ticket documenting the attempt. |
| Max Wait Time | If a callback isn't made within the max wait time, the request is dropped and a ticket is created for manual follow-up. |
The Experience
For the Caller
- Consistency: They hear the queue hold message, position, and callback offer every 30 seconds.
- Recognition: When the callback occurs, the caller's phone will show the same number they originally dialed.
For the Agent
- Identification: Callback requests are clearly labeled in the notification to distinguish them from standard inbound calls.
- Efficiency: The agent accepts the call first, meaning they are ready to assist as soon as the customer picks up.
