Callback
A Callback campaign appears on your survey's thank-you screen and asks the respondent to leave a phone number so your team can call them back. They also choose a preferred time window, so you reach them when it suits them best.
It's one of the most useful campaigns for closing the loop with people who need attention — an unhappy customer you want to win back, or an interested one ready to talk. Instead of hoping they email you, you capture the conversation while they're still engaged and their experience is fresh.
What the respondent sees
The moment a respondent finishes the survey and matches the segment you've attached, the Callback form appears on the thank-you screen, sized for their device. They see:
- A phone-number field with the placeholder text you wrote (for example, "Your mobile number").
- An optional name field, if you've turned it on, with its own placeholder.
- A list of callback slots — the time windows you've defined — from which they pick the one that suits them.
- An optional terms checkbox that links to your terms page, which they tick to agree before sharing their details.
- A submit button with the label, button colour, and text colour you chose.
When they submit, they land on a custom thank-you page confirming you'll be in touch. Behind the desktop and mobile images and background colour you set, the form stays on-brand the whole way through.
How it works
Every request your customers leave is collected in the Alerts product, under Callbacks. That's where your team sees the contact details, the slot the customer chose, and a "call now" highlight when the chosen window is currently active — so agents always know who to ring next and when.
Set it up
Add a Callback campaign
From the campaigns overview, create a new campaign and choose Callback.
Style the form
Pick the button colour, the button text colour, and the button label (for example, "Call me back"). Set desktop and mobile images and a background colour so the form matches your brand.
Build the fields
Write a placeholder for the phone-number field. Optionally require a name and give that field its own placeholder. Optionally require acceptance of terms and add the URL of your terms page.
Define your callback slots
Open the slots editor and add one or more named time windows, each with an optional short description. Toggle each one active or inactive.
Write the thank-you page
Add the message respondents see after they submit. Leave it blank to use the default thank-you page.
Target, prioritise, preview
Attach the right segment, set a priority and active window, then preview before going live.
The form fields
The form is deliberately short, because the fewer fields you ask for, the more people complete it. The only required field is the phone number; everything else is optional and under your control.
- Phone-number placeholder — guides the respondent on what to type. A clear example such as "+30 69…" reduces malformed numbers.
- Name field — turn it on when knowing who you're calling helps your team prepare. Leave it off to keep the form to a single field.
- Terms checkbox — when enabled, the respondent must tick it to submit, and it links to the terms URL you provide. Use it when you need explicit consent to store and call a phone number.
- Button label and colours — set the call-to-action wording and match the button to your brand's accent.
Callback slots
Slots are the time windows you offer. You define each one with a clear title (for example, "Mon–Fri 09:00–14:00") and an optional description, and the respondent picks the single window that works for them.
Each slot has an active toggle. Switch a slot inactive whenever your team can't cover it — it simply disappears from the respondent's choices without you deleting it, and you can switch it back on later. This makes it easy to open and close availability around staffing, holidays, or busy periods without rebuilding your slots each time.
Pair it with a segment
Show Callback only to the people who'll benefit most — for example, respondents who reported a poor experience or expressed strong interest. Use a segment so the form reaches exactly that audience. A respondent qualifies if they match any segment you attach.
Results live in Alerts
Callback requests are managed in Alerts → Callbacks, not in your campaign analytics. That's where your team picks up each request and makes the call.