> ## Documentation Index
> Fetch the complete documentation index at: https://docs.salesfrank.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Callbacks

> Managing callers who call back a SalesFrank number.

## 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.

<Info>
  Automatic routing of callbacks from unknown numbers to the correct campaign agent is a feature currently in development.
</Info>

***

## Configure the Callback Agent

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 |

Further customization (prompt, schedule, etc.) is not currently available for this agent and will be added as part of future development.

***

## 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                         |