Scheduled callbacks
Let your AI agent agree a callback time with a lead and call them back automatically at that time.
A lead asks to be called later, the agent agrees a time within working hours, Bigly calls back at that time, how inbound callbacks are recognised, where callbacks show in statistics, and how to turn the feature off.
Leads often answer at a bad moment and say "Can you call me back tomorrow at 3?". With scheduled callbacks, your AI agent agrees a time with the lead, and Bigly places a new AI call at that time without anyone on your team having to remember.
Scheduled callbacks are on by default for AI calls.
A call transcript where the lead asks to be called back tomorrow afternoon and the AI agent confirms a time, with the call tagged Scheduled Callback.
Before you start
- Set your working hours. The agent uses them to suggest callback times your team is open.
- Make sure your voice prompt tells the agent how to handle callback requests. You can use the
{working_hours}placeholder so the agent knows when you're open.
How it works
- During a call, the lead asks to be called back at a particular time.
- The agent agrees a time with them. It should suggest a time inside your working hours.
- When the call ends, Bigly tags the call Scheduled Callback and saves the agreed time.
- At that time, Bigly places a new AI call to the lead. Bigly's compliance checks still apply to this call. See Compliance overview.
When the lead calls you first
Leads sometimes call back before the agreed time. To give them the right greeting, create an inbound intro with Tag set to Scheduled Callback. When a lead whose last call was tagged Scheduled Callback calls in, the agent uses that intro.
The Tag list also has SMS Callback.
Where to see callbacks
- Call statistics: calls that ended with a callback request are counted under Scheduled Callback. See Call statistics and Lead statistics.
- The contact's history: the call and its transcript appear on the contact's page and in the Inbox.
On the Leads statistics page, a scheduled callback counts as not yet a success, because nothing has been booked or transferred yet. On campaign results it's grouped with successful outcomes.
Bigly doesn't currently show upcoming callback times or let you change them. If a lead asks you to cancel a callback, mark the contact Do Not Call on their contact page.
Turn scheduled callbacks off
- Go to AI › Configure.
- Switch on Disable Schedule CallBacks.
Common questions
What time zone is the callback in? The agent works out the time from the conversation and your account's settings. Set your Tenant Timezone on AI › Configure so times are understood correctly. See Calling hours.