Callbacks: your agent calls back when the lead asks
When a lead on a phone call says "call me back later", your agent confirms the time, books the callback and dials the lead at that time. It works on inbound and outbound phone calls, is built in for every phone agent, and reads the time in the lead's timezone when it is known.
- Inbound and outbound calls
- Built in, nothing to switch on
- In the lead's timezone
- Minutes to six months out
How does it work on the call?
"Can you call me back later?" means the lead is still interested. The agent that hears it books it and makes the call, with no form and no task for a rep.
- 1
The lead names a time
Such as tomorrow at 10 a.m. or Thursday afternoon.
- 2
The agent checks it
It accepts times from a few minutes out up to six months ahead.
- 3
It confirms the time
It repeats the time back, so both sides agree.
- 4
The callback is booked
A new scheduled outbound call to the same lead. A campaign call's callback stays in that campaign.
- 5
It dials on time
The agent calls at the agreed time.
The lead's timezone
The time is read in the lead's timezone when known, otherwise the agent's. So "call me at 9" means 9 for the lead wherever possible.
Changed their mind
If the lead changes their mind while still talking, the agent can cancel the callback.
Booked twice
Callbacks for the same lead within five minutes of each other are merged, so the lead gets one call.
Calling hours
Does a callback follow campaign calling hours?
No, and that is on purpose. A callback dials at the time the lead chose, even when that time falls outside your campaign's calling hours. Regular campaign calls still wait for the next allowed time.
- Unanswered campaign callbacks follow the campaign's retry settings.
- Calling rules and consent stay your responsibility, including for calls at times the lead picked.
Regular call or callback?
Regular campaign call
Your campaign settings pick the time.
- Follows calling hours
- Agent's timezone, or each lead's local time if you turn that on
- Shows as a campaign call
- If nobody answers: the campaign's retry settings
Lead-requested callback
The lead picks the time, during the call.
- Dials at the lead's chosen time, even outside calling hours
- Lead's timezone if known, otherwise the agent's
- Campaign: shows as waiting, scheduled by request, until it dials. Inbound call: with the lead's conversations after it runs
- If nobody answers: campaign retry settings. Inbound call: not retried
How do you set it up?
There is nothing to switch on. Callbacks are built in for every agent that takes phone calls. Check the settings around them and test once.
- 1
Use a phone agent
Inbound or outbound.
- 2
Check the agent's timezone
It is the fallback when the lead's timezone is unknown.
- 3
Review campaign settings
Calling Hours and the retry settings under Call Setup.
- 4
Ask for a callback
Call your agent, say you are busy and ask it to call you back in a few minutes.
- 5
Answer it
On a campaign call, it shows as waiting, scheduled by request, on the calls table until it dials.
What should you know before you rely on it?
Phone only
Callbacks are booked on phone calls. Web chat, the website widget and text messages do not book them.
Lead-requested only
A callback is booked when the lead asks during a call. Returning a missed call nobody answered is a different job.
A few minutes to six months out
Times outside that window are not accepted.
No reminders
The lead is not sent a reminder before the callback.
A fresh conversation
The agent does not remember the first call. Only the lead's fields carry over.
Inbound-call callbacks are not retried
A callback booked on an inbound call has no campaign, so if the lead does not answer, it is not tried again.
Best practices
Get the agent's timezone right
It decides what "call me at 9" means when the lead's timezone is unknown.
Save what matters on the lead
Only lead fields carry over, so make sure key details from the first call land in fields.
Read the pattern
If many leads ask for evening callbacks, your calling hours may not match when they can talk. Set them in calling controls.
Give leads another route
Some leads would rather speak with a person now. Call transfer can connect them during the call. You control how the agent introduces itself, including whether it says it is an AI up front, and you can tell it to always answer truthfully when asked.
FAQ
Still wondering about something? Ask us on the call. We'll build your agent while we talk.
Do I need to turn callbacks on?
No. Callback scheduling is built in for every SalesCloser agent that takes phone calls, inbound or outbound.
Will the agent call back outside campaign calling hours?
Yes. A lead-requested callback dials at the time the lead chose, even outside your calling hours. Regular campaign calls still wait for the next allowed time.
Can a lead ask for a callback in web chat?
No. Callbacks are booked on phone calls only, not from web chat, the website widget or text messages.
What if the lead does not answer the callback?
A callback booked on a campaign call follows that campaign's retry settings. A callback booked on an inbound call is not retried.
Does the agent remember the first call?
No. The callback is a new conversation. Only the lead's fields carry over, so save important details to the lead.
Hear a callback for yourself
Book a demo, ask the agent to call you back in a few minutes, and pick up when it does.