What Are Callbacks?
When a lead receives a call from SalesFrank and calls the number back at a later time, SalesFrank detects this incoming call and handles it automatically.
How It Works
Known Number (same number as the outgoing call)
If the lead calls back from the same number they were originally called from, SalesFrank can uniquely identify the caller. The call is automatically routed to the correct agent of the relevant campaign.
Unknown Number
If someone calls back from a different number that is not associated with any campaign, a dedicated callback agent handles the call. This agent’s job is to collect the caller’s information so a team member can follow up manually.
Automatic routing of callbacks from unknown numbers to the correct campaign agent is a feature currently in development.
The agent that handles unknown callbacks can be customized with basic settings:
| Setting | Description |
|---|
| Language | Language the agent uses for the callback |
| Voice | Agent’s voice |
| Greeting message | The agent’s opening statement at the start of the callback |
Managing Callbacks
The Callbacks menu item shows all incoming callbacks. For each callback, you can see:
- Caller’s phone number
- Date and time
- Status: Automatically assigned or Manual follow-up required
Callbacks with the status “Manual follow-up required” must be handled personally by a team member.
Notifications
You can choose how you want to be notified about new callbacks:
| Option | Description |
|---|
| Every callback | Immediate notification for each incoming callback |
| Daily summary | A daily email summarizing all callbacks of the day |
| No notifications | No automatic notifications |
