How to work the callbacks inbox
The callbacks inbox lists every caller the AI promised a human would get back to, with their number and a summary. Work it until it reads Queue is clear.
What lands here
The callbacks inbox is one list of every moment where a person still owes someone a call. Items are created automatically. Each row carries a chip that says where it came from:
- Transfer failed. The caller asked for a person and the transfer did not connect.
- After hours. An urgent call came in outside business hours with after-hours transfers off.
- Voicemail. A caller left a message. The summary is the transcribed message, so there is no separate voicemail screen to check.
- AI flagged. The receptionist took a message or flagged the call for a fast human callback.
- Text thread. An SMS campaign conversation needs a person to step in.
Managers open it under Office, then Callbacks. CSRs have a Callbacks item in their own view. The sidebar shows a badge with the number of open items, and it refreshes on its own.
What each row shows
Every row shows the caller's name when it was captured, the phone number, the source chip, how long ago it arrived, and a one- or two-line summary of what the caller wanted. Urgent items are marked and grouped at the top under Urgent; everything else follows.
Four actions sit on the right of each row:
- Call. Dials the number from the device you are on.
- Open call. Opens the full conversation with the recording, transcript, and score. Managers see this link.
- Done. Marks the item handled and moves it to Handled today.
- Dismiss. Clears the item without action, for wrong numbers and spam.
How to work it
Start with Urgent. For each item, read the summary, press Call, handle the request, then press Done. If the caller left a booking request, confirm the slot in your scheduler before marking it done, because the receptionist captures the request and does not book it.
Use Dismiss only when no call is owed. Both Done and Dismiss record who resolved the item and when, and the item moves to the Handled today list at the bottom of the page so the team can see what was cleared.
The list is meant to drain to zero. When it does, the page reads Queue is clear, and new items appear the moment the AI takes a message, a transfer fails, or a voicemail lands.
CRM tasks
Where callback mirroring is enabled on your CRM connection, an item also becomes a task in your CRM and shows a CRM task chip. Completing the task in the CRM clears the item here automatically, and pressing Done here completes the task there. The Handled today list notes which system closed it.
Text alerts
Today the inbox and its badge are the notification. Roonly is building text alerts to an on-call person for urgent items.
Related
Still stuck? Contact support.