Callbacks

When a lead asks to be called back, the agent picks Call back later or Interested — follow up and chooses a time — In 1 hour, Tomorrow 10:00, Tomorrow 18:00 or any date and time.

Who gets the callback

Callbacks are personal. When a callback comes due:

1. It goes to the agent who booked it, ahead of every other lead in the campaign.
2. If that agent isn't dialing, or doesn't pick it up within 10 minutes, any agent in the campaign can get it, so the promise is still kept.

Callbacks still respect legal calling hours in the lead's time zone. A callback booked for 21:45 on a weekday waits until the next allowed time.

In the CRM

The CRM note for the call includes the callback time in the workspace time zone, so anyone looking at the record knows when the next call is planned.

Finding upcoming callbacks

Agents see the callbacks they've booked in the app. Managers can see every callback in a campaign's queue (status callback) with its due time, and through the API with GET /api/v1/campaigns/{id}/leads?status=callback.