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

# Count callbacks from a campaign

> Tie inbound calls back to the Brilo campaign that prompted them, so a customer ringing you back counts as a result and moves through the sequence.

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](/campaigns/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

<Steps>
  <Step title="Open Callbacks">
    Open the campaign, go to **Settings**, and expand **Callbacks**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

## 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](/phone-numbers/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](/agents/remember-callers).

## 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](/actions/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](/agents/write-what-your-agent-says).
* Watch the **called back** figure alongside **reached**. See
  [Add contacts to a campaign](/campaigns/add-contacts).

## 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](/campaigns/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

<AccordionGroup>
  <Accordion title="Can Brilo track when somebody calls back after a campaign call?">
    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.
  </Accordion>

  <Accordion title="Why can only one campaign count callbacks?">
    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.
  </Accordion>

  <Accordion title="How long after a call does a callback still count?">
    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.
  </Accordion>

  <Accordion title="Does a callback move the contact through the sequence?">
    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.
  </Accordion>

  <Accordion title="What if the customer calls back from a different number?">
    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.
  </Accordion>

  <Accordion title="Which agent answers a callback?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Add a call step](/campaigns/call-step) for the call that prompts the callback
* [Remember callers between calls](/agents/remember-callers) so the agent has the context
* [Schedule a callback](/actions/schedule-a-callback) to arrange one during a call instead
* [Add contacts to a campaign](/campaigns/add-contacts) for the called back metric
* [Read your campaign analytics](/campaigns/analytics) for the campaign wide picture