Telephony
Automatic callback for missed calls
CONTACT.WORK callback brings back people who never got to talk to your company: they hung up in the queue, called after hours, or asked for a callback in the phone menu or on your website. Each case becomes a callback request, and the platform dials the customer as soon as an agent in the right queue is free. You set the number of attempts, the gap between them, and the hours for calls, and you see the outcome in your CRM and reports.
…00-41abandoned in queuewaiting…00-17overnight requestsince 9:00 AM…00-52called back himselfcanceled…00-082nd attemptat 11:30 AMTools
How callback works
Examples
When callback kicks in
Three cases where the customer would otherwise be lost.
Abandoned calls get called back automatically
On Monday morning a shopper holds for two minutes and gives up. The platform creates a callback request for them in the sales queue. As soon as a sales rep frees up, the platform dials the shopper and connects them, and the rep sees it's a callback before saying hello.
- Request goes to sales
- Dials when a rep is free
- Marked as a callback
Callwaited 2:05droppedRequestsales queuecreatedRepMaria is free9:21Callbackcall 4:30completedNo waiting on hold
The queue is growing, and the phone menu offers a callback. The customer presses a key and hangs up without losing their place in line. When their turn comes, the platform calls them and connects them straight to an agent.
- Callback offer
- Place in line kept
- Call when it's their turn
Wait3 minutesslowMenuoffers not to waitplaysCustomerpressed 1place heldCallturn came upconnectingFirst thing in the morning
At 11:00 PM the office is closed, and the after-hours menu records a callback request. The request waits for the calling window to open. If no one answers the first time, the platform tries again after the set pause, and once attempts run out, it marks the request as unreached.
- Request in the after-hours menu
- Calls in the morning
- Marked after the last attempt
Officefilledafter-hours menuOrdercallbackansweredMorning9:00callingNo answerretry at 9:30 AM2nd attemptCallback works only when the caller's number is identified.
Under the hood
From missed call to conversation
Request
Where requests come from
Four events create a callback request: the customer hung up while waiting, called after hours, asked for a callback in the phone menu, or requested a call on your website. A new call from the same number doesn't create a second request – it updates the existing one. If the customer gets through on their own, the request goes away.
- Call abandoned in the queue
- After hours
- Phone menu or website
Abandonedin queue62Nightafter-hours menu18Menudidn't wait27Website“Call me back” form9Distribution
Who calls back and when
Every few seconds the platform checks whether an agent in that line's queue is in Ready status and hands them the request. The call arrives with the customer's number and the line of the original call, and the call log links the two calls together.
- Free agent in the queue
- Number and original line
- Linked in the call log
Queuesales3 requestsAnna“Ready” statusreceivesMariaon callskippedMikebreakskippedOutcome
Attempts, window, and result
You set the retry rules: number of attempts, interval, and allowed hours. When attempts run out, the request closes without a conversation. The result of each attempt is written to your CRM, and the report pulls it together: how many calls were missed, how many were won back, and which queues and times of day lose the most.
- Attempts and interval
- Calling window
- Result in CRM
Attempts3every 30 minutesHours9:00-21:00allowedSummaryreachedin CRMAfter 3 attemptsnot reachedin reportLaunch
How we turn on callback
- 01LinesWe pick the lines that need callback most – usually the ones with a high share of calls abandoned at peak hours.
- 02RulesWe set the number of attempts, the pause before the next one, and the times of day when it's appropriate to call customers.
- 03Phone menuWe add a callback offer to the phone menu and, for after-hours calls, a way to leave a callback request.
- 04CRMWe set where the callback result goes in the customer record, so the rep can see how it ended.
- 05TestWe place test calls, hang up, and watch how callback requests reach agents and in what order.
- 06Go liveWe turn on callback and, after a week, use the report to see how many customers came back and where you still lose them.
Preparation
What to decide up front
Q&A
Frequently asked questions
How fast do you call back?
As soon as an agent in the right queue is free: the platform checks the queue for free agents many times a minute. After-hours requests wait until morning.
Will we call a customer who already got through?
No. If the caller gets through on their own after hanging up, their request is removed, and there's no second call.
What if no one answers the callback?
The platform tries again after the interval you set – say, 30 minutes. After the last attempt, the request closes and shows up in the report as unreached.
Who calls back – any agent?
No, an agent from the queue the customer reached. If the queue can't be determined, the request goes to a fallback queue of your choice.
Does the agent know it's a callback?
It does, right away: the call carries a label and the line the customer first called, so the agent knows how to open the conversation.
Will customers get calls at night?
No. The platform calls only during the window you allow. Anything that piles up overnight goes out in the morning.
A customer called three times – will there be three callbacks?
No, just one: repeat calls from that number update the existing request.
Can callers request a callback in the phone menu?
They can, in two ways: during the day the menu offers a callback when wait times grow, and at night it records the request so the customer gets a call in the morning.
Can I add a "Call me back" button to my website?
You can add a "call me back" button or form to your site. The number becomes a callback request just like a missed call, and the platform connects the visitor to an agent in the right queue. If the form is filled out at night, the call comes in the morning.
Does callback work with our CRM?
It does: the result of each attempt goes to the customer record via API, for example in Bitrix24 or Salesforce.
Can managers see who's missing calls?
They can: the report breaks down missed calls by queue, agent, and time of day.
Can you call back a hidden number?
No – without a number there's nowhere to call. That call stays in missed calls without a callback request.
Can we handle peak hours without callbacks?
You can with the voice AI consultant: when calls surge, it handles conversations without agents, and callback stays for those who want to talk to a person.
How is callback different from the auto dialer?
Callback calls people who called you and didn't get through. The auto dialer works through your list – reminders, surveys, sales. Under the hood, callback is built on the auto dialer module.
How much do we lose on missed calls?
You can estimate it with our calculator: how many calls you lose a day, what share of callers buy, and your average order value.
How much does callback cost?
Callback has no separate price – it's part of the platform, with no licenses. You pay only for setup work, billed under your support plan, and we give you the scope before we start.
Glossary
Terms on this page
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Abandonment rate
- How many callers hang up before an agent answers. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Automatic callback
- The system calls back everyone who couldn't get through. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
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