Callbacks instead of appointments

Callbacks instead of appointments

Not every conversation leads to a fixed appointment. Some contacts want to be approached again at a later time. For these cases, an AI voice agent can record a callback instead of an appointment, provided this is configured in the campaign.

A callback is a separate appointment path. It documents the wish for renewed contact without occupying a concrete slot in the Nexcal Calendar.

When a callback makes sense

• The contact currently has no time but is generally interested.
• No suitable time slot is available for an appointment.
• The contact explicitly wants to be approached again later.

In these situations, a callback is often the better choice than a forced appointment. The contact is retained without a slot being assigned bindingly.

How a callback is recorded

1. Enable the callback as a permitted appointment path in the booking settings.
2. The agent recognizes a callback request in the conversation and confirms it.
3. The wish is documented in a structured way in the call result.
4. The callback can then be tracked in the call results.

How the agent handles callback requests during the conversation is described in the article callback requests. The related status is available in callback status.

Hinweis: A callback does not replace a booked appointment. It is documented through a separate status and does not automatically result in an entry in the Nexcal Calendar.

Combining callback and appointment booking

In many campaigns, appointment and callback complement each other. The agent first offers an appointment and only records a callback if no appointment is arranged. Which appointment paths the agent may use is defined in the booking settings.

Related topics

• Callback requests
• Callback status
• Booking in Nexcal