Documentation / Agent tools
Callbacks
The agent books a callback within your hours. Your team calls back, or the assistant calls the customer itself at the agreed time.
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When the customer needs someone who is not there, or wants to talk later, the agent books a callback: who to call, on which number, about what, and a time agreed with the customer. A time outside your hours is never booked: the agent offers the nearest free times instead.
Turn it on#
On the agent's Tools tab, open Browse the library, add Callback and open its Settings:
- Who calls back: your team, from the Callbacks app. Where your account offers it, also the assistant, automatically, through an outbound agent of the project; it needs outbound calls on your plan.
- Calls before the team takes over and wait between calls (when the assistant calls back): when nobody answers, the assistant tries again inside your hours, then hands the callback back to your team.
- Callback hours: Monday to Friday, 09:00 to 18:00 by default, or your own days, ranges and closed days. Also the earliest and the latest a callback may be booked.
- Email and webhook: every booked callback is sent at once.
Then Save the agent.
The outbound agent#
The agent that calls back can greet the customer with what was agreed: its prompt may use {{customer_name}}, {{callback_reason}}, {{callback_agreed_at}}, {{callback_number}} and {{callback_summary}}.
The Callbacks app#
Tool apps in the menu opens the Callbacks app: callbacks overdue, due today and upcoming, and the list with the agreed time, the reason and who calls back. Open one to see the assistant's calls and their results, to resend its email or webhook, and to move its status: new, in progress, done, or cancelled. Closing a callback stops the assistant's attempts.
Prompt example#
"If the customer needs the technician, offer a callback: agree a time within our hours and confirm the number to call."