Use case · Callback handling
Missed-call follow-up and callbacks that happen exactly when the lead asked
When a lead says “call me at 4”, the AI appointment setter captures the time, the workflow parks the run, and the call goes out at 4. When nobody answers, voicemail detection ends the call cleanly and a retry is scheduled. No sticky notes, no forgotten promises.
- Captures the requested callback time on the call
- Parks the run and calls back on the minute
- Retries no-answers inside quiet hours
Tag added
new-lead
- Live
AI call
Riley · book, or capture a callback time
callback 4pmbooked Calendly: check meeting
booked on the call?
not bookedbookedLoop counter
no answer · retry ×3
Send SMS
booking link fallback
“Call me back at 4” is a yes with a time attached. Most teams treat it as a no.
The lead was interested enough to name a time. Then the rep gets pulled into something, the CRM task never fires, and the callback quietly becomes a lost deal.
- The requested time is captured in the lead's own timezone and the run wakes up on the minute.
- 4:00 = 4:00
- Source: Built in
- ahead a callback can be scheduled, with a cap on how many times a lead can push it before a human steps in.
- Up to 90 days
- Source: Built in
- callbacks living on sticky notes, in a rep's memory, or in a CRM task nobody opens.
- 0
- Source: Built in
How the campaign runs
What the campaign does when the first call isn't the right time
One published workflow handles the three ways a call can end short: a requested callback, a voicemail, or nobody picking up.
- 10:00
The first call goes out
A new lead, a tag or a Calendly event starts the campaign and Riley calls. If the lead has time, the meeting is booked right there.
- 2Busy
The lead names a time
“Can you call me at 4?” Riley confirms it and ends the call. The agent's structured output records that a callback was requested and the local time the lead gave.
- 34:00 PM
The run wakes up and calls back
The workflow parked itself at the requested time. At 4:00 the same node runs again, Riley calls back, references the earlier conversation, and books the meeting.
- 4Voicemail
Nobody picks up
Voicemail detection ends the call cleanly or leaves the message you wrote. A retry is scheduled by the loop counter, always inside your calling hours.
- 5After retries
Text fallback and a tag
If three attempts go unanswered, the workflow sends a text with a booking link, tags the contact unreachable, and stops. Your team sees exactly who to chase.
What the call sounds like
Two short calls, one promise kept
The first call ends the moment the lead is busy. The second one starts by keeping the promise, then books.
Illustrative transcript from a callback handling campaign. Names and times are examples.
Hi Sarah, it's Riley from Northstar Solar about the quote you requested. Is now a bad time?
I'm in a meeting. Can you call me back at 4?
Of course. I'll call you at 4 this afternoon. Talk then.
4:00 PM. Hi Sarah, Riley again from Northstar Solar, calling back at 4 as promised. Is now better?
Yes, go ahead.
Great. Marcus can do a 20-minute assessment Thursday at 2:30 or Friday at 10. Which works?
Friday at 10.
You're booked for Friday at 10. The invite is on its way and I'll text you a reminder that morning.
Who it's for
Who runs callback handling campaigns
Any team whose leads answer the phone at the wrong moment.
Solar and home services
Homeowners at work ask to be called in the evening. The call goes out in the evening, inside your calling window.
Coaches and consultants
Prospects between meetings name a time. The callback lands on the minute and books the strategy call.
Agencies
Founders who are busy today get called tomorrow at the time they chose, with the earlier context carried over.
Real estate
Buyers viewing properties ask for a call after 6. The agent calls after 6 and books the consultation.
Insurance and finance
Callbacks land inside your compliance window and every attempt is logged with its outcome.
Admissions
Students in class ask for a call after school. The workflow waits, then calls and books the counsellor.
Setup
Set it up in an afternoon
Callback capture is built into the AI call node. You mostly decide the limits and write the script.
- 1
Connect your numbers, Vapi and calendar
Add Twilio numbers, your Vapi key, and connect Calendly, Google Calendar or iClosed so the agent can book on the callback.
- 2
Set the callback limits on the AI call node
Choose how many times a lead can push the callback and how far ahead it can be scheduled. Defaults are five iterations and ninety days.
- 3
Write the script for a busy lead
Tell the agent to offer a callback when the lead is busy, confirm the time out loud, and open the second call by referencing the first.
- 4
Add the loop counter for no-answers
Wrap the call in a loop counter with the retry schedule you want. Set voicemail detection and, if you like, a short voicemail message.
- 5
Add the text fallback and publish
After the loop completes, send a text with a booking link and tag the contact. Publish, then watch the run timeline show the park and the wake-up.
FAQ
Questions about callback handling campaigns
How does it know when to call back?
The agent's structured output captures whether the lead asked for a callback and the local time they gave. The workflow parks the run until that time, then re-executes the call node. The time is interpreted in the lead's timezone, not yours.
What if the lead keeps pushing the callback?
You set a maximum number of callback iterations and a maximum distance in days on the AI call node. Once either limit is hit, the run stops and the contact is tagged so a human can decide what to do.
What happens when nobody answers?
Voicemail detection recognises the machine and either ends the call or leaves the message you wrote. A loop counter schedules retries on your cadence, always inside quiet hours, and a text with a booking link goes out when the retries are exhausted.
Does it handle missed inbound calls to my business number?
Not on its own today. Campaigns are outbound: they start from a contact event, a tag, a Calendly event or a webhook. If your phone system can send a webhook when a call is missed, that webhook can start a call-back campaign for that number.
What if the lead asks for a time outside my calling hours?
Quiet hours still apply. The callback is scheduled for the requested time, and if that falls inside a quiet window the call is held until your calling hours open, then placed.
Is every attempt logged?
Yes. Each call attempt, its outcome, the requested callback time and the transcript appear on the contact's timeline and on the org-wide logs page, along with the tags the workflow applied.
Hear it before you believe it.
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