They call back. A person answers.
Every number you call from is a number people can call back. Redialler sends the return call to the rep who is free right now, in the browser, with the contact's record open. Nobody lands in a voicemail box by default.
1st
the rep who called them, if free
2nd
the next free rep on the team
Never
a rep who is on a call or wrapping one up
Then
a message, saved to the contact
Returned calls reach a person, not a voicemail box.
Someone you called this morning calls the number back. Redialler sends it to the rep who is free right now. If they miss it, it tries one more, then takes a message. A rep who is finishing up a call is never interrupted.
Dana Whitfield is calling back
Northwind Roofing · Jo called her at 09:14
- SSamOn a call
- JJoFreeTalking to Dana
- AAdefinishing a call · not interruptedWrapping up
If Jo misses it, one more rep is tried, then a message is taken.
Simple rules that make callbacks worth having.
A callback is the warmest lead you will get today. The rules below make sure it lands with someone who can talk, and lands with context.
Back to the rep who called
If the rep who called them is free, they get it. Same voice, same context, no re-introduction.
Otherwise, the next free rep
Busy? It goes to a teammate who is free, with the contact record and last transcript on screen.
Wrapping up is protected
A rep saving notes after a call is not interrupted. They finish, then they are free.
Message if nobody is free
After two tries, a message is taken and saved to the contact as an inbound with a recording.
They know who is calling before they say hello.
The incoming call shows the person, their company, who called them, when, and what was said. The rep answers ready.
what the rep sees
- Name and company from your CRM
- Who called them and when
- The last outcome and transcript
- Open tasks on the contact
- One key to answer, one to send to a teammate
A callback, in three steps.
- step 1
The number rings
The prospect calls back the local number they saw this morning.
- step 2
Redialler picks a rep
The original rep if free, else the next free rep. Busy and wrapping-up reps are skipped.
- step 3
Answer or message
The rep answers in the browser with context. If nobody can, a message is taken and saved.
Questions about inbound.
Do I need a phone system for this?
No. Inbound rings in the same browser tab you call from. A headset and a tab are enough.
What if the whole team is on calls?
The caller hears a short greeting and can leave a message. It is saved to their contact with a recording and shows as an inbound in the team view.
Can inbound go to one person only?
Yes. A solo rep gets every callback to their numbers. Teams can choose direct-to-caller or round-robin.
Are inbound calls recorded and noted?
Yes, the same as outbound: recording, transcript, outcome, and any follow-up.
More conversations
by lunchtime.
Sign in, pick a local number, and make your first call from the browser in a few minutes.