Auto-callback

Your plan allows a certain number of calls at once. When they're all in use and someone else rings, there's nothing to answer with.

Auto-callback turns that dead end into a recovered customer: the caller hears a short message explaining they'll be rung back, and the system does exactly that when a line frees.

CRM → Callbacks

Why this matters more than it sounds

A busy signal is the worst outcome in the whole product. The caller had intent, dialled you, and got nothing — and most of them ring a competitor rather than trying again.

Auto-callback typically recovers the majority of them, because the call-back arrives within minutes, while the intent is still live.

What the caller experiences

1. They ring you. Every line is busy.
2. They hear your busy message — your recording, or a spoken message you write.
3. The call ends.
4. Minutes later, their phone rings and your agent picks up the conversation.

The message matters. "All our lines are busy right now — I'll call you straight back, usually within a few minutes" sets an expectation people accept. Silence, or a generic error tone, does not.

Setting it up

1. 1

   Turn it on

   A single master switch at the top of the page.

2. 2

   Write the busy message

   Up to 300 characters, spoken to the caller before the line drops. Alternatively supply a busy audio clip URL — a recorded MP3 or WAV, which takes priority over the text.

   A recording in your own brand voice sounds considerably better than synthesised speech for this one line.

3. 3

   Choose the agent and caller ID

   Which agent handles call-backs, and which of your numbers they come from. Use the number the caller originally dialled if you can — people recognise it.

4. 4

   Set the attempts and give-up window

   How many times to try, and how long a callback stays valid. Both matter: ringing someone back four hours later is worse than not ringing them back at all.

The live queue

The right-hand panel lists callbacks in progress, refreshing every few seconds. Each row shows the caller (linked to their contact), when they were captured, attempts used, the agent, an outcome note, and a status:

You can cancel anything still waiting.

What triggers a callback — and what doesn't

Only inbound calls dropped because every line was busy.

Deliberately not triggered by:

• Outbound calls — there's nobody waiting to be rung back.
• Calls dropped for an empty wallet — a call-back would fail for the same reason.
• Calls the agent handled and ended normally.

Callbacks jump the queue

Auto-callbacks are the highest priority in the call queue — ahead of follow-ups and well ahead of campaigns. Someone is actively waiting, so they go first.

Automatic de-duplication

If the same person rings three times while busy, you get one callback, not three. Repeat misses extend the existing entry rather than stacking up. Nobody gets rung back three times in a row.

What gets recorded

The first time a caller is captured, the system also:

• Finds or creates a contact for their number.
• Adds a note to their timeline.
• Fires a callback.queued webhook if you've subscribed.

Then a callback.completed or callback.failed event when it resolves.

Getting it

Auto-callback needs Professional or above, or the callback add-on on a lower plan. Without it the page is visible with an upgrade prompt so you can see what it does.

If it isn't working

• Is your busy message set? Without one the caller hears very little before the line drops.
• Are calls actually being dropped for capacity? Check Plans & limits for your concurrent-line count. If you're never at capacity, there's nothing to recover — which is a good problem.
• Is the queue paused, or outside calling hours? Callbacks obey both.
• Has the give-up window passed? Expired entries were captured but never got a free line in time. Either raise your concurrency or widen the window.