Customers are constantly trying to get in touch with you, your dealers and your brokers. While Kaisa can help you understand the circumstances of these engagements thanks to our dynamic number solution, or the use of static numbers, what happens if any of your customers cannot reach you? 

We will do our best to help understand the data linked to that call, or even provide opportunities for the caller to try again with events from our Engagement Builder, but we can also help your dealers and brokers call back on these opportunities through Kaisa, to ensure you have full visibility of the lead cycle. 

What is a callback?

A callback in Kaisa will be a phone call initiated first on the dealer or agent side to connect with the customer or potential buyer, rather than an incoming call from the visitor themselves. Whether it is initiated through a classic workflow or scheduled using our rest API, the callback will follow the same steps: 

1. At the scheduled time (or immediately if the callback is requested as soon as possible or there is no scheduled time in the API request) Kaisa will automatically initiate a callback.
2. The dealer, or agent phone number, will receive a call from Kaisa. Our automated system will ensure the agent is available and ready, with a voiceover prompting them to press 1 to continue with the callback.
3. If this step is completed, Kaisa will initiate a call to the visitor or potential customer. When they answer, we'll bridge the call to the dealer, effectively getting the agent to call the customer back. 

NOTE: the agent number should direct to a person, since they will need to press 1 on their keypad to continue. Any IVR, or a PBX or any automated queue on the agent side will mean the callback is not started successfully if there is no one on the other end to press 1 on the call. 

What does it look like? 

In our Explore tool, you can see all callbacks under the Number Type column, or using the Number Type filter (dynamic, static, or callback type).

To understand better what happened on those calls, if things went as planned of the call was missed, you can check the Callback Outcomes column (you can add it to the report using the Columns tab).

There are three possible outcomes for a callback:

• Agent : meaning the agent failed to answer the call from Kaisa to initiate the callback, or answered the call but failed to press 1 to continue.
• Visitor : the agent completed the require steps but the visitor number didn't answer the call.
• OK: both parties answered the call and the callback was successful. 

Differences between Outbound and Inbound for callbacks

Due to the nature of the automated callback, they fall under the Inbound category in our Explore tool and in the cdrs records in our rest API. 

You can see the call type in Explore as:

There is a different type of callback in our system, named the PIN callback. This type of callback does not start automatically, and ensures agents and dealers are able to reach back to a visitor when the time is right, but using the Kaisa solution in the process.

We have dedicated articles for the PIN callback solution, whether it is initiated through our Callback Manager, or using our rest API, or even thanks to the power of our Engagement Builder. 

Calls via the PIN code solution are labelled Outbound, and you can see these calls using the Call Type filter in Explore, or our cdrs_out resource in our rest API. 

Outbound calls (PIN callbacks) in Explore:

And that is it! Any questions don't hesitate to ask.