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Callback Management

This guide explains how callback requests work in ConnectNow and how your team can manage them effectively.

Callback management ensures that customer enquiries are captured and followed up, even when immediate assistance is not available.

When Callback Requests Are Created?​

ConnectNow automatically offers and registers a callback request in the following situations:

  1. No AI agent is enabled and no staff members are active
  2. No AI agent is enabled and all staff members are busy
  3. The account has no available credit balance
  4. The AI agent forwards a call or chat, but no staff members are active
  5. The AI agent forwards a call or chat, but all staff members are busy

In all cases, the callback option ensures that the customer’s enquiry is not lost.

Where to View Callback Requests?​

All callback requests are listed in the dashboard.

Navigation path:

  • Dashboard → Enquiries

Each request represents a customer who needs to be contacted.

Callback Request Details​

For every callback request, the following information is available:

  • Customer phone number
  • Customer enquiry or question
  • Date and time of the request
  • Source of the request (call or chat)

If the callback request was created during a call or chat interaction:

  • The full conversation history is available
  • An AI-generated conversation summary is displayed

This provides complete context before contacting the customer.

Managing Callback Status​

Each callback request has a status that helps track follow-up progress.

Available Statuses​

  • New
    Indicates that the customer has not yet been contacted

  • Contacted
    Indicates that a team member has reached out to the customer

You can update the status after completing the callback.

Filtering Callback Requests​

You can filter callback requests based on their status:

  • View only New requests that require action
  • View Contacted requests for follow-up or audit purposes

This helps prioritize work and ensures no callback is overlooked.

Who Can Handle Callback Requests​

Callback requests can be handled by:

  • Admin users
  • Staff members

Both admins and staff can:

  • View callback requests
  • Review customer details and conversation context
  • Update the request status after contacting the customer

Best Practices​

  • Review new callback requests regularly
  • Contact customers as soon as possible
  • Update the status after each callback
  • Use conversation summaries to prepare before calling
  • Monitor patterns to identify staffing or availability gaps

Benefits of Callback Management​

  • Prevents missed customer enquiries
  • Improves customer experience during busy periods
  • Enables follow-up outside business hours
  • Provides full context for human agents
  • Helps track response and follow-up performance

Next Steps​

After managing callback requests, you can:

  • Review User Engagement History
  • Optimize AI assistant escalation rules
  • Adjust staff availability or working hours
  • Monitor enquiry trends and peak times

Refer to related feature guides for deeper insights into engagement and performance.