Configure callback

Callback is the alternative to making callers wait on hold. Instead of staying on the line, a caller is offered a callback — they hang up, and the system calls them back when an agent becomes available.

Before you start

• A call queue already configured. Callbacks belong to a queue — the queue determines who eventually serves the callback.
• A clear decision on connection mode: agent-first or customer-first. (Both are explained below.)

Steps

1. Open Settings → Voice.
2. Select your phone number in the sidebar, then go to the Callback tab.
3. Toggle Enable callback on.
4. Pick a connection mode:
   Customer-first — the system calls the customer back first, plays a short greeting, and then connects to an agent. The customer answers a real ringtone, not silence.
   Agent-first — the agent answers first, then the customer is dialed and bridged in.
5. (Optional) Enable Auto-initiate if you want the IVR to offer the callback automatically based on queue position or wait time, without the caller having to choose.
6. Set a Max pending callbacks limit — the queue refuses new callbacks once this many are already waiting. Prevents overflow during a spike.
7. (Optional) Customize the callback greeting — the message the customer hears when the system calls them back.
8. Save.

Add the Callback Queue node to your IVR

The settings above configure how callbacks behave; the IVR is what offers them. To actually start using callback in a flow:

1. Open your IVR in the builder.
2. Drag a Callback Queue node onto the canvas.
3. Connect it from wherever in the flow you want to offer the callback option — typically from a Gather Input branch (“Press 2 to receive a callback instead”).
4. In the node’s config, pick the queue this callback should be served from.
5. Save the flow.

The next caller who takes that path is offered a callback and the call ends; the queue holds their position until an agent is free.

Connection mode — which to pick

• Customer-first — Their phone rings, they answer, they hear a short greeting, then they’re connected to an agent. — Default for most teams. Customers prefer a clear “this is your callback” announcement to silence.
• Agent-first — An agent picks up first; the customer’s phone rings only once the agent is on the line. — Better when calling international numbers where connection time matters, or when you want zero customer wait after they pick up.

Verify it worked

Dial your number from a phone, take the path that leads to the Callback Queue node, and confirm:

• The IVR offers the callback (either automatically or after a prompt depending on your Auto-initiate setting).
• After hanging up, you can see the pending callback in the queue’s monitoring view.
• When an agent becomes available, your phone rings and you’re connected.

Troubleshooting

• Symptom: Callbacks are accepted but never come back. Fix: Confirm the queue has agents who can take voice calls and that they’re marked Available. Also check Max pending callbacks — if you’ve hit the limit, new requests are accepted but old ones never clear.

• Symptom: Customers hang up before the system calls back, then complain about a missed call. Fix: The callback greeting may be too generic. Customize it to explicitly say “This is your callback from Acme” so they recognize it.

• Symptom: Callback is being offered to international callers when you only want it for domestic. Fix: Branch the IVR before the Callback Queue node with a Condition that filters on the caller’s country code.

See also

• Set up a call queue
• Build an IVR flow
• The Voice channel