Skip to main content
Somebody misses your campaign call, sees the missed call, and rings back an hour later. Without this setting that is an ordinary inbound call and your campaign never knows it worked. With it on, the callback is attributed to the campaign, shows in its activity, and can move the contact to the next step. It is in Callbacks on the campaign’s Settings tab.

​
Before you start

  • A campaign that makes calls. See Add a call step.
  • Two minutes.
  • Only one campaign per agent can own callbacks, so decide which one before you switch it on.
  • You will be working in the Callbacks section of the campaign’s Settings tab.

​
Steps

1

Open Callbacks

Open the campaign, go to Settings, and expand Callbacks.
2

Turn on Count callbacks as part of this campaign

With it on, an incoming call from a contact this campaign has called is tied to the campaign. With it off, callbacks stay ordinary inbound calls.
3

Set how recently you must have called

Days to count callbacks is the window. A callback only belongs to this campaign if you called that contact within this many days. Leave it blank to use the default, which is 15 days.Shorten it for a campaign about something time sensitive. Somebody ringing back three weeks after an appointment reminder is probably ringing about something else.
4

Check it with your own phone

Have the campaign call your mobile, do not answer, then ring the number back. The call should appear in the campaign’s activity and the contact should show as called back.

​
You will know it worked when

You ring back a missed campaign call and the contact shows in the campaign’s called back metric rather than appearing only in your general call history.

​
One campaign per agent

This is the constraint that matters. Only one campaign per agent can own callbacks, because an incoming call cannot be told apart otherwise: the same person ringing the same number could be responding to any campaign that called them. So if one agent runs three campaigns, pick the one where a callback matters most. Usually that is:
  • The campaign with the highest value outcome, such as an invoice chase over a newsletter.
  • The campaign currently running, if the others are finished.
  • The campaign where the call itself is the goal, rather than one that only needed a message delivered.
If callbacks matter for two campaigns at once, give them different agents with different numbers, so each campaign owns its own callback path. See Assign a number to an agent.

​
Why this is worth turning on

Three reasons, in order of how much they matter:
  1. Your numbers are wrong without it. A campaign that looks like it reached 20 percent of a list may have reached 35, with the difference sitting in your inbound log unattributed.
  2. The contact moves on properly. A callback can satisfy the step, so the sequence does not carry on calling somebody who already got in touch.
  3. Your agent knows why they are calling. A returning caller reaching an agent that has the context of the campaign call has a much better conversation. Turn on Contact Memory as well. See Remember callers between calls.

​
What else you can do here

  • Have your agent offer a call back during the call, rather than waiting for the customer to ring. See Schedule a callback.
  • Make sure the agent answering callbacks handles them well. A callback is an inbound call, so it uses your inbound instructions. See Write what your agent says.
  • Watch the called back figure alongside reached. See Add contacts to a campaign.

​
If it did not work

Callbacks are not counted. The setting is off, or another campaign on the same agent already owns callbacks, or the original call was longer ago than your window. A callback counted for the wrong campaign. Two campaigns called the same contact and one of them owns callbacks for that agent. Split them across different agents if the attribution matters. The callback came from a different number. Somebody ringing back from their office line rather than the mobile you called cannot be matched. That is a limit of caller ID, not a setting. The contact still got the next step. A callback moving somebody along depends on your step conditions. Check what the next step runs on. See Choose when each step runs. Callbacks reach the wrong agent. They reach whichever agent owns the number they dialled, which is the number the campaign called from.

​
FAQ

Yes. Turn on Count callbacks as part of this campaign in the campaign’s Settings tab. Inbound calls from contacts you called recently are then attributed to the campaign instead of being ordinary inbound calls.
Because an incoming call cannot be told apart. If two campaigns on the same agent had both called that person, there is no way to know which one they are responding to, so ownership is limited to one.
For as many days as you set in Days to count callbacks, or 15 days if you leave it blank. Shorten it for time sensitive campaigns.
It can, depending on the conditions on your next step. That is one of the main reasons to turn this on, since it stops the campaign chasing somebody who already got in touch.
It cannot be matched to the campaign, because attribution works on the caller’s number. The call still reaches your agent and is handled normally.
Whichever agent owns the number the campaign called from. Make sure that agent’s inbound instructions handle somebody ringing back about a call they missed.