What happens when the AI offers someone a callback?

Sometimes a customer gets in touch when there is nobody to answer. Rather than leaving them with nothing, your AI can ask whether they would like someone to call them back, take their number, and put them on a list for you. This page explains when it does that, what you get, and where the list is.

When the AI offers a callback

On text, WhatsApp and your website chat, it offers a callback only when nobody is there to take the conversation, so it is outside the business hours you have set on the General tab of Settings. Depending on your account it may also offer one during your hours when nobody on your team is logged in. During your hours with someone available it does not offer a callback at all, it brings a person in instead, see When does the AI answer, and when does it hand the conversation to me?

On the phone it works differently. The assistant offers to take an appointment request whenever you have "Book appointments" switched on under Calls, then Voice, see How do I let the AI answer my phone?

Once you have set online booking up, appointments stop coming through here at all. The AI books a real time instead of asking someone to ring the customer back, so the Callbacks list is for the times it could not, read Can my AI book appointments for customers?

Either way the customer has to say yes and give a phone number. The AI never files a request off a number somebody mentioned in passing.

What you get when someone accepts

You get a text from your own Peakify number, straight away, telling you who asked, the number to ring, and the number they have been told to expect a call from. If they said when they would like to be called, that is in the text too.

The customer is told a team member will call them back on the number they gave. Nothing is booked, and no time is promised on your behalf.

Where the requests are kept

Every request is also saved, so a text you miss does not cost you the customer. Click Callbacks in the sidebar, under Conversations. A number next to it is how many people are still waiting.

The list shows who to call, the channel they came in on, when they asked, and anything they said about timing. There are three views:

1. Waiting. Everyone who still needs a call. This is what opens by default.
2. Done. Requests somebody has already closed, with who closed them and when.
3. Everything. Both, newest first.

Click a customer's phone number to dial it on a device that can make calls.

Marking one handled

1. Ring the customer back.
2. On the Callbacks list, click Mark handled on their row. The row moves to the Done view with your name on it, and the number next to Callbacks in the sidebar drops by one.
3. If the request was not real, a wrong number or a duplicate, click Dismiss instead. It closes the same way and is kept in the Done view.

Either way the customer is free to ask for another callback later, so someone who gets in touch again next week is not silently blocked.

Anyone on your team with the admin or advisor role can see the list and close a row. Closing one is what stops two people ringing the same customer, so do it as soon as the call is done.

What the AI never does

It never promises that a real person is available right now, and it never says an appointment is booked when it has only taken a request. A callback request is a request, and every message about one says so. When the AI has genuinely booked a time it says that instead, and that appointment is on your calendar rather than on this list.

It also never claims a callback it could not actually save. If saving the request fails, the customer is told plainly that it could not be taken, and the conversation is handed to a human instead, or on a call they are asked to ring your main number directly. So a customer who was told they are on the list is on the list.