Callback Campaigns
Have your agent call someone back automatically after they ask for it.
Before You Start
The Callback Engine card appears only when the Callback Engine is granted to your account AND switched on for your agent in the Integrations card. If you cannot see the card, one of those two is missing. Switching it off pauses every callback without deleting anything.
What a Campaign Is
A campaign is a named set of instructions for one kind of callback: what your agent opens with, what the call is for, what it should ask, and what to leave on voicemail. You can have several, each doing a different job.
Creating One
Open the Callback Engine card and press New campaign. Give it a Campaign name, then fill in Opening greeting, Purpose of the call, Qualifying questions to ask and Voicemail message. Greeting and voicemail each have a Spanish version alongside the English one.
What Fires It
Each campaign is bound to one event under Fires on. The choices are a trial signup, or someone asking to be called back from chat, WhatsApp, Instagram or Messenger. One campaign handles a given event; binding a second campaign to the same event moves it.
Where the Call Goes Next
If the contact wants a live person sets whether your agent hands off to you or to another team member, chosen under Team member to transfer to. Book appointments on picks whose calendar an appointment lands in. Left unset, both stay with the agent making the call.
Timing and Retries
Delay before calling sets how long after the event the first call goes out. Max call attempts and Wait between attempts control what happens when nobody picks up. The same person is never queued twice at once — a second event while a call is already pending does not create a second call.
Pausing and Deleting
Each campaign shows as Active or Paused, with Save, Pause and Delete. Pausing stops it firing without losing the wording you wrote.
Voice Calls Do Not Offer This
Someone already speaking to your agent on the phone is not offered a callback — they are on the phone. The request comes from the text channels: chat, WhatsApp, Messenger and Instagram.