Automatic callback is a feature that automatically calls back customers whose calls went unanswered (missed calls).
How it works:
A customer calls → nobody picks up. The call is registered as missed.
The telephony system notifies our auto-callback service and, at the same time, passes along where the call was supposed to go (the same manager, department, IVR menu choice, etc.).
The service schedules when to attempt the callback, according to the settings.
At the scheduled time, the service checks whether anyone is available to answer this callback (via the same route as the original call), and if so, it initiates an actual call to the customer.
If the customer doesn't answer, the service schedules another attempt (within the attempt limit and the deadline set in the settings).
If the customer answers (or the attempts are exhausted), the process ends and the information is passed to the missed calls report.
Important!
For calls from Kyivstar FMC and Life FMC numbers, the auto-callback immediately treats the destination as available and calls back directly to the project's business number, according to the settings.
How to set up auto-callback
Auto-callback can be enabled for a project in the project settings, in the "Virtual PBX" → "Automatic callback for missed calls" section:
If it is disabled, missed calls are simply ignored by the service. No autocallback is created, and missed calls are only handled manually.
If it is enabled, a callback is made for each missed call, according to the conditions.
The settings configured in the project include:
Number of attempts: from 1 to 5. For example, if it is set to 3, the system will make a maximum of 3 attempts to reach the customer before marking the autocallback as "Failed".
Deadline: the final time by which the customer must be reached. For example:
until the end of the day (of the missed call);
+24 hours from the moment of the missed call;
+48 hours;
+72 hours.
If the deadline arrives and the customer still hasn't been reached, the autocallback is automatically completed as "Deadline expired", even if the attempt limit has not been used up.
Working hours: callbacks are made only during the project's working hours (either those configured specifically for auto-callback, or the company's general working hours in the project settings). Calls are not made outside working hours; they are scheduled for the nearest working period with managers.
If the project has no working hours configured at all, the deadline automatically becomes "until the end of the day", so that callbacks don't drag on indefinitely.
When auto-callback attempts happen:
1st attempt: if the call was missed during working hours, the callback is scheduled almost immediately. If it was missed outside working hours, it is scheduled for the start of the nearest working period.
2nd attempt (if the first was unsuccessful): 1 hour after the first attempt (taking working hours into account).
3rd and subsequent attempts: evenly distributed between the current moment and the deadline. For example, if 3 attempts remain and there are 8 hours until the deadline, attempts are made approximately every 2 hours.
If, at the time the auto-callback is being scheduled, there has already been a successful call from/to the customer's number, the customer's missed call will be considered handled and no auto-callback will be made.
When auto-callback uses up all the allowed attempts (the last autocallback ends as "Failed" or "Deadline expired"), the system automatically marks the corresponding entry in the Missed Calls Log: the processing reason is "Unable to reach", and "Processed by" is "Autocallback". This means the manager doesn't need to close such a missed call manually, because the system has already recorded that everything possible was done for it.
If the auto-callback was successful and the conversation with the customer went well, the system marks the entry as follows: the processing reason is "Automatic callback", and "Processed by" is the full name of the employee who spoke with the customer.
The reports also show the number of auto-callback attempts for each specific missed call.