Managing callback requests

Offering callers the option to request a callback, instead of waiting on hold, helps reduce abandoned calls and improve customer satisfaction. Aircall supports two types of callback handling: automated callbacks and manual callbacks.

Important: Callback management is available at no additional cost for customers on the Professional plan and above. It is enabled by default for new customers, but existing accounts must opt in manually.

Automated callbacks are recommended because they streamline operations by removing manual follow up tasks and ensuring customers receive timely responses.

Why choose automated callbacks

Automated callbacks keep callers in the queue and trigger the callback automatically when an agent becomes available. This approach reduces delays, provides a smoother customer experience, and helps maintain consistent workflows for your teams.

How Automated callbacks works

Automated callbacks offer an efficient, customer-friendly way to handle callback requests directly from the queue.

1. The caller presses * while waiting in the queue.

2. A confirmation message plays and the call ends.

3. Aircall saves the caller's position in the queue.

4. The callback waits in the queue and continues through your Smartflow routing from the point where it was requested.

5. When the callback reaches the front of the queue and an agent is available, Aircall automatically initiates a call to the customer.

6. The agent receives a Callback Request notification.

7. The agent selects Call back to start the outbound call.

8. The interaction proceeds like a standard outbound call.

Important: Automated callbacks follow the same Smartflow routing logic and agent availability rules as standard inbound calls.

Setup Steps:

1. Go to Aircall Dashboard > Numbers.
2. Select a number and open Settings > Callbacks.
3. Enable the following options:
   • Allow callback requests
   • Automated callbacks
     • Define the number of retries (0–5; default is 0).
4. Set up a confirmation message.

Understanding automated callbacks behavior

When callbacks ring agents

Callbacks ring agents based on your Smartflow routing from the point where the callback was requested.

If the callback reaches a Ring to Team or Ring to Agent widget:

• It rings for the duration configured in the widget

• If an agent answers, the callback connects

• If no agent answers or all agents decline:

  • With retries enabled: The callback retries immediately and goes to the back of the queue

  • Without retries, or after retries are exhausted: The callback fails and is logged as a missed call tagged Callback Request with the failure reason

When no Ring to widgets are available

If the callback request occurs at a point in your flow where there are no Ring to Team or Ring to Agent widgets in the current or next branch:

• The automated callback cannot complete

• The call is logged immediately as a missed call tagged Callback Request

• Your team must follow up manually

When no agents are available at the front of the queue

Callbacks require an agent to be available, meaning online, not in DND, and not already on another call.

If all agents are unavailable when the callback reaches the front of the queue:

• With retries enabled: The callback retries and returns to the back of the queue

• Without retries: The callback fails with the reason Failed – No agents available

Note: Callbacks do not wait indefinitely for agents to become available. They attempt to ring when they reach the front of the queue. If conditions are not met at that moment, the attempt fails unless retries are configured.

How callbacks move through the queue

• When first requested, callbacks keep their place in the queue.

• At each step in the routing flow, such as moving from one Ring to Team step to another, the callback's queue position resets and it moves to the back of the queue for the next step.

• If a callback retries after a failed attempt, it returns to the back of the queue and is treated as a new call.

How retries work

The Number of retries setting (0 to 5) defines the additional attempts that should be made after the first attempt.

• Example: 5 retries equals 6 total attempts (1 original attempt plus 5 retries).

• Each retry re enters at the back of the queue and follows the same Smartflow routing as the original attempt.

• Retries happen immediately but must go through the queue again before ringing agents.

Reporting

Each callback generates two linked call entries, visible in both Live Monitoring and Call History:

1. Inbound call

• Ends as a missed inbound call tagged Callback Request.
• Appears in Live Monitoring as Callback Pending until the callback is initiated and accepted.
• Once the callback is connected, the inbound call is updated with the tag Called Back.

2. Outbound call

• The outbound callback is linked to the original inbound call across Live Monitoring, Analytics, Conversation Center, and the Call Timeline.
• If the agent hangs up before the customer answers, the call is tagged Follow Up.
• If the call rings without an answer, it is also tagged Follow Up.

Callback pending in Live Monitoring (after a callback is requested)

Callback execution (outbound callback call has been triggered and accepted by the original caller).

Additional reporting fields

To help track callback activity, the following fields are available in Call History:

• Callback details: Links directly to the original inbound call timeline or Conversation Center page.
• Callback failed reason: Explains why a callback was not completed (for example, no answer or agent declined).
• Callback pending time: Displays how long the callback waited in the queue before being handled.

Manual callback requests

Manual callbacks allow customers to request a callback during specific audio messages (such as the welcome message or waiting music).

How it works

1. The caller presses * while waiting in the queue.
2. A confirmation message plays, and the call ends.
3. The request appears in the agent’s Conversations and Calls list in Aircall Workspace.
4. Agents must manually initiate the callback.
5. The request remains in the Calls list until someone completes the callback.

Steps:

1. Go to Admin Dashboard > Numbers.
2. Select a number and open Settings. 
3. Scroll to Callback request and enable it.
4. Customize the callback message and configure an Audio Widget instructing callers to press *.

Reporting

• Manual callback requests appear as Missed calls tagged Callback Request.
• After the agent calls the customer, the tag updates to Callback Request / Called Back.

Additional notes

Note: Callback requests are only supported during specific audio widget phases (Audio Widgets and Waiting Experience widgets), not during IVRs.

• Visibility of callback requests is limited to users assigned to the phone line where the feature is active. Only those users will see requests in their Calls section in Aircall Workspace.
• Manual callback requests remain visible until an agent completes the callback. If the customer calls back before this happens, the original request will still appear as pending.
• Calls from masked or anonymous numbers always require manual follow-up.

Tip: For callback retries, keep in mind:
1. A retried callback re-enters the queue at the end, behaving like a new call.
2. It rings all available agents, including those who declined the original call.
3. The retry happens immediately after the failed attempt.