Callback Workflow

When a contact asks to be called back, Volume Reach captures it automatically and routes it to your Action Required queue so nothing slips through.

Overview

Callbacks are one of the strongest buying signals your AI agent can capture. When a contact says something like "Can you call me back later?" or "I'm busy right now — try me tomorrow," the AI recognizes this as a callback request and immediately creates an opportunity in your pipeline. From there, the workflow keeps it visible until a human follows up and marks it resolved.

How It Works

Step 1 — AI detects the callback request

During a call, if your AI agent determines that the contact wants to be reached again, it classifies the call outcome as "Callback Requested." This happens automatically based on what the contact said — no manual tagging needed.

Step 2 — Lead appears in Action Required

As soon as the call ends, a new opportunity card is created and placed in your Action Required tab. The card shows the contact's phone number, the date and time of the original call, and a note that they requested a callback.

Step 3 — Schedule the follow-up

Open the opportunity card and assign a callback date and time. Once scheduled, the item moves from Action Required to the Scheduled tab, where it will reappear as an Action Required item when the time arrives.

Step 4 — Make the call

When the callback time comes, the item resurfaces in Action Required. Call the contact, then update the card:

• Mark as completed — if you reached them and the conversation is done (outcome recorded, lead moved to next stage).
• Reschedule — if they didn't answer or asked for another time. Set a new date and the item returns to Scheduled.
• Close the opportunity — if the lead is no longer viable, move the card to a closed stage to remove it from your active queue.

Step 5 — Follow through on next steps

After a successful callback, update the opportunity stage to reflect where the lead now stands. Add a note summarizing the conversation so you have context for the next interaction.

Tips & Best Practices

• Aim to complete callbacks within 24 hours of the original request. Leads go cold quickly, and a prompt callback shows professionalism.
• If you consistently receive callbacks at times you can't answer, adjust your campaign calling hours so your AI is reaching contacts when you're available to follow up.
• Use the notes field on each card — even one sentence after each interaction makes the next callback much more effective.
• Don't let rescheduled callbacks pile up. If the same contact has been rescheduled three or more times without connection, consider whether a different outreach channel (like SMS) might work better.