This article is for Aircall’s old Dashboard which most Admins have been migrated away from. For information on Aircall’s new Dashboard, please click here.

The hustle and bustle of business means that there is little time for waiting and no time for error, especially when you are running a support center and you don’t want your customers to be affected by long queue times.

Taking advantage of Aircall's Queue callback feature is a great way to boost your customer satisfaction and reduce the number of abandoned calls. By enabling this feature, your callers will be able to push the star * button at any time during the call to request a callback. Your team members will be alerted through a notification created in the inbox section of your phone app.

In order to make use of this feature, you must first be subscribed to the Professional Plan (formerly enterprise).

To activate this feature, please follow these steps:

  • Login to your Dashboard.

  • Select the number you’d like to enable callback requests for.

  • Click Settings in the upper-right hand corner of the Number Settings page.

Scroll to the section called Callback Request and push the button to enable the feature.

Finally, update your Welcome Message to let your customers know that they can push the star button at any time to receive a callback from a member of your team.

Please take note that the button must be pushed prior to reaching either the Absence Message or Voicemail. It cannot be pushed within these messages. Additionally, the Callback feature will only work on Classic numbers.

Callback requests in the To-Do Section

Once a customer pushes the star button, it will automatically appear in the To-do list section of the phone app under the Callback request section:

Please note that this will only appear in the To-Do section of the Aircall Phone for the users who are assigned to the specific phone line where the feature is enabled.

Within the Analytics, this will be shown as a Missed call, but with the tag Callback Request. Once you have called back the customer, the tag will change to Callback Request / Called Back. You are able to view these tags in the dashboard on the Call Settings page:

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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