Callback scheduled

Callback scheduled

The callback scheduled status means a later callback was agreed during the conversation. Instead of concluding the matter immediately, it was noted that the contact should be reached again at a different time.

When a callback occurs

A callback is typically noted when the person has no time right now, wants to decide later or explicitly asks to be called again. The AI voice agent records the callback request within the configured rules. How the agent handles such requests is described in callback requests.

Callback versus appointment

A callback is not the same as a booked appointment. A callback is a request to be called again, while an appointment runs through the campaign's booking settings. Whether a callback, an offered appointment or an appointment request is created depends on the campaign configuration.

Status and follow-up

The callback request is documented on the lead and can be traced later. You find the associated status in the result documentation under callback status. This keeps it visible whether a callback is open, done or no longer relevant.

Hinweis: Whether and how a scheduled callback is actually called again depends on the campaign and runtime rules and on the calling window.

Following up callbacks reliably

So that a scheduled callback is not lost, you should review a campaign's callbacks regularly. Check whether the agreed time falls within a permitted calling window and whether the contact may still be called. This ensures that agreed callbacks are actually handled at the appropriate time.

Related topics

• Callback requests
• Callback status
• Reviewing lead results