How to Call Back a Missed Call in Aircall

Missed calls are an essential part of call management, and knowing how to handle them effectively ensures smooth communication with your customers. In this article, we'll explain how missed call callbacks work in Aircall, especially when you're associated with multiple lines, and what steps to take if you'd like to use a different phone number for the callback.

Callback Behavior for Missed Calls

When an agent calls back a missed call in Aircall, the phone number used for the callback is always the same number that initially received the missed call. This ensures that your customer recognizes the line they originally called.

For example:

• If a customer calls Line A and you call them back via the missed call notification, your call will automatically use Line A's number.
• If you are associated with multiple lines, this behavior remains consistent—Aircall will always use the line associated with the original call.

Calling Back from a Different Line

If you need to call the customer back but want to use a different line, follow these steps:

1. Copy the Contact’s Number:

   • Open the missed call notification or the contact details in Aircall.
   • Copy the customer's phone number.

2. Make a New Call Using Your Desired Line:

   • Paste the customer's number into the dialer.
   • Select the desired line from the dropdown menu (if applicable).
   • Initiate the call.

3. Archive the Missed Call:
   Since you are not calling back directly from the missed call notification, you will need to manually archive the missed call to avoid duplicate follow-ups.

Best Practices

• Keep your callback consistent: Customers are more likely to pick up when the number matches the one they initially dialed.
• Communicate internally: If your team uses multiple lines, ensure clear communication about callbacks to avoid confusion.
• Use the correct archiving process: Always archive manually if you make a call outside the missed call notification workflow.

By following these steps, you can manage missed calls efficiently while maintaining flexibility in how you connect with your customers.