Callbacks

Sometimes the most valuable feedback is a customer simply asking to talk. Callbacks brings every one of those requests into a single list, so your team can reach the right person at the right moment, on the channel they chose.

Callbacks are scoped to the organization selected at the top of the sidebar. Each entry gathers everything you need to make the call: who the customer is, how to reach them, and when they'd like to hear from you.

Where callbacks come from

A callback starts with your survey. When a customer finishes a survey that has a Callback campaign on its thank-you screen, they're invited to leave a contact — usually a phone number — and pick a time slot when they'd most like to be reached.

Every one of those submissions lands here, in the Callbacks list, ready for your team to act on. There's nothing to configure on this page: set up the Callback campaign in Survey Manager, and the requests flow straight in.

What each callback shows

The list shows callbacks newest first, 25 per page, with the total count displayed so you always know how many are waiting. Each row gives you the essentials at a glance:

• Contact — the detail the customer left so you can reach them, usually a phone number, plus an optional name.
• Callback slot — the time window the customer chose, for example "14:00 – 17:00", so you call when they asked to be called.
• Status — whether the callback is still Open or already Resolved.
• Created and resolved times — when the request came in, and when your team closed it out.
• Actions — open the full survey response behind the request, or jump into the comments thread.

Call now

The standout feature here is the live window. Customers tell you when they'd most like to be reached, and Callbacks surfaces that window as it opens.

Status: open and resolved

Work through callbacks by marking each one Open or Resolved right from its row. Resolving a callback stamps the time it was handled, so you can see how long each one took. Changed your mind, or need another pass? You can reopen a resolved callback at any time.

Filters

A couple of filters at the top help you focus on what still needs you:

• Resolution — choose All, Open or Resolved. The list defaults to Open so you start with the requests still waiting on a call.
• Created date — the last 7 days by default, or switch to the last 30 days or a custom range.

Comments

Every callback has its own comments thread for your team. Post a note — saved with your name and the time — to record how the call went, capture what the customer said, or coordinate who's picking it up next. It's the easiest way to keep everyone in the loop without leaving the list, just like the threads in Issues & triage.

Reading the response behind a callback

Every callback ties back to a real survey response. Open it to view the original response in a popup, so you understand why the customer wants to talk before you dial — their scores, their comments, and the context that prompted the request.

Staying current

The list keeps itself fresh. It checks for new callbacks about once a minute, and when fresh ones arrive while you're viewing, a banner offers to show them so nothing slips by. There's also a refresh button to reload on demand whenever you want the very latest.

Work a callback

Here's a typical pass through a single callback, start to finish.

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