Virtual hold
Keep the caller’s routing category, queue, and position after they choose a callback and hang up.
What your team can control.
Agent-first connection
At the front of the queue, ring an available agent first. After the agent accepts, dial the customer and connect the calls.
Messages per phone number
Enable callbacks per number and customize the offer, confirmation, and optional announcement. Callback operates during configured business hours.
Recognizable caller ID
The callback shows the same phone number the customer originally dialed.
Labeled agent notifications
Callback notifications are labeled so agents can distinguish them from standard inbound calls.
Follow-up for unsuccessful attempts
If the customer does not answer or the call reaches voicemail, create a ticket documenting the attempt. Requests beyond the maximum wait time create a ticket for manual follow-up.
Callback performance
Review request volume, completion, attempted, and fulfilment rates in reports. Raw exports include request, attempt, connection, and end timestamps.
How it works, and common questions.
How does queue callback work in HappyFox?
A caller waits in the queue and hears their queue position and an offer to receive a callback. The caller accepts the offer and hangs up. The system keeps their place in line. When the caller reaches the front, the system rings an available agent first. The agent accepts, and the system dials the customer and connects the two calls. If the customer doesn't answer, or the callback isn't made within the maximum wait time, a ticket is created.
What is Request Callback?
A feature that lets callers hang up while keeping their position in the queue. The system calls them back when it's their turn.
Do callers lose their place in line?
No. The system keeps their routing category, queue and place in line.
Does the system call the customer first or the agent first?
The agent first. The system rings an available agent, and once they accept, it dials the customer and bridges the two calls.
What number does the customer see when called back?
The same number they originally dialed.
What if the customer doesn't answer the callback?
The call ends and a ticket is created documenting the attempt.
What if no agent is available?
The request waits until an agent is free to pick it up. If the callback isn't made within the maximum wait time, the request is dropped and a ticket is created for manual follow-up.
Can I change what callers hear?
Yes. You can customize the offer, confirmation and announcement messages. The offer and confirmation have defaults.
Does callback work after hours?
Callback only operates during your configured business hours.
Can I measure how well callbacks are working?
Yes. The Contact Center Report shows Callback Requests, Callback Completion Rate, Callback Attempted Rate, and Callback Fulfilment Rate.