CloudTalk allows you to configure Callback in just a few clicks. Once Callback is activated, CloudTalk will automatically start to dial the number of the client who could not reach you the first time. This will make sure that all calls are answered, which will boost customer satisfaction. For a detailed description of this feature and its benefits, read our blog post

Configuring Callback for your business

Callback can be easily configured by the administrator in the web interface. In the menu, go to Account > Settings. At the bottom of the page, you will see the link to Callback settings.

You can set up callback in 3 simple steps.

Activate callback

Change the switch into the active position. This will activate callback.

Maximum deadline for callback

This value determines how long CloudTalk will be trying to reach the client. There are three options available:

  • Until the end of the day – Callback will be trying to contact the client until midnight or, if you have the Business Hours feature enabled, until the end of your business hours.
  • 24 hours – Callback will be trying to reach the client for 24 hours after the missed call, respecting your business hours.
  • 48 hours – Callback will be trying to call theclient for 48 hours after the missed call, respecting your business hours. 

Maximum number of callback attempts 

You can also select the number of callback attempts, the minimum being 1 and the maximum being 10. These attempts will be evenly distributed until your selected deadline expires. For example, if you set a limit of 24 hours and 6 attempts, 3 attempts will be made on the day of the missed call and 3 attempts on the following day.

Pro Tip: We recommend you to select 4 or 5 attempts. The customer will be happy that you are calling back, but you won’t be bothering them with too many calls.

If you manage to reach the client before the callback deadline expires or before all attempts are made, CloudTalk will no longer try to call the number (unless there is a new missed call from the same client).

Global versus local settings 

In this post, we have shown you how to use our Callback feature and how to configure global settings for your business.

However, you may also enable callback for just some of your groups in the group’s General Settings.

You can also adjust global settings for selected groups. These settings will override global callback settings configured for the whole company.

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