> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/how-to-use/call/follow-up-on-abandoned-calls-with-callbacks.md).

# 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**.

{% hint style="info" %}
If you cannot find Callbacks, your role may not include it. Ask your workspace admin.
{% endhint %}

## 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.

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2Fno5LtXhLRgaPGk5AvQ01%2Fimage.png?alt=media&amp;token=a9e65484-249e-4fce-bc56-9aa5f6d392f0" alt=""><figcaption></figcaption></figure>

## 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.

{% hint style="info" %}
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.
{% endhint %}

## 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

* Call Campaign (scheduled outbound lists)
* Outbound Call Handling
* [Inbound Call Handling](/how-to-use/call/inbound-call-handling.md)
* [Call Reports](/dashboard-and-reports/reporting/call-reports.md)
* Changelog