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Follow up on abandoned calls with Callbacks

Use the Callbacks worklist to follow up on abandoned inbound queue calls: claim items, call back from the softphone, track status, add notes, and export the list.

What it is

An abandoned call is an inbound call that reached a queue but was never answered (the caller hung up while waiting, or no one picked up). Callbacks turns those calls into a follow-up worklist so your team can contact the customer and mark the outcome.

In the product, open AI & Automation, then Callbacks.

If you cannot find Callbacks, your role may not include it. Ask your workspace admin.

When to use it

  • Recover missed queue calls before customers try a competitor or give up.

  • Share one list across agents instead of exporting Abandoned Calls and dialing by hand.

  • Track who already called back, who still needs a follow-up, and which items are done.

Open the Callbacks worklist

  1. In the left menu, go to AI & Automation, then Callbacks.

  2. Review the list of abandoned inbound queue calls.

  3. Use filters and status tabs to focus on the work you own today.

Filter, search, and review

Use the worklist controls to narrow what you see:

  • Status tabs: Pending, Called back, and Resolved (plus All, when available).

  • Queue and date filters for the abandoned calls you care about.

  • Handled by agent filter (for example All, My callbacks, or a specific teammate).

  • Search across the list.

The list supports pagination so large days stay usable.

Claim or assign a follow-up

  1. Find the abandoned call row you want to work.

  2. Claim it (assign to yourself) or assign it to a teammate when your workspace supports that.

  3. Optionally add a note with context for the next agent (for example preferred callback time or what the caller wanted).

Call back in one click

  1. Make sure you are logged in and ready on the softphone.

  2. On the row, click Call back.

  3. The softphone dialer starts the outbound callback and records who handled the attempt.

You can also place an outbound call to the same caller number from the dialer. When a later outbound call to that number is detected after the abandoned call, the item can move to Called back automatically so status stays accurate even if you did not use the Call back button.

Statuses

Status
Meaning

Pending

Still needs a follow-up call.

Called back

A callback attempt was made (or detected).

Resolved

Follow-up is finished; no further action needed on this item.

You can move items between these statuses as work progresses, reopen when needed, and keep notes on the row for the team.

Export to CSV

  1. Apply the filters you want (status, queue, date, handled by, search).

  2. Export matching callbacks to CSV for offline review, coaching, or reporting.

Tips

  • Start each shift on Pending, then clear your own claimed items before picking new ones.

  • Use notes for anything the next agent should know before dialing.

  • Pair Callbacks with your Abandoned Calls reporting so supervisors can see volume and recovery rate together.

  • Softphone and outbound dialing must be working for one-click Call back to place the call.

Related pages

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