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, are marked Available, and do not see the microphone-blocked banner. If an agent’s browser microphone permission was blocked or the wrong microphone was selected, restoring mic permission or choosing a working microphone automatically lets that agent receive calls again. If the agent switches Offline, their held Available intent is cleared and they must mark themselves Available again. 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