In this article, you will learn how to use smart callback in Workiz.
Smart callback is a feature within Workiz Phone that automatically directs incoming calls to the right team member after they initiate the first contact with a client. This bypasses the expected routing defined in your call flow, reducing the burden on your dispatching team and ensuring your clients reach the right person faster.
Generally, smart callback will only be active for 24 hours after a call is initiated by a member of your team. Smart callback may also be tied to a job’s status depending on whether or not it has been activated as part of call masking.
When smart callback is active, calls will be routed directly to the member of your team who made the original call. If this team member does not answer, the call will go to voicemail. These calls will not be routed back to your regular call flow unless the smart callback window expires.
When smart callback is inactive, return calls from your clients will be routed based on the phone number they dialed and the call flow you have associated with that number. This may require extra steps to connect your client with the right team member. For example, if your call flow is set up to be forwarded to your dispatching team, your dispatching team will need to manually connect your client to the right member of your team.
Enabling smart callback
Smart callback can be enabled from the following settings pages:
How your team experiences smart callback will vary depending on where you enabled call masking.
| Enabled from | What to expect |
|---|---|
| Call flows settings |
Smart callback will be activated when a member of your team dials the number found on the job or lead page. The initial call must be made using the click-to-call option from the job or lead page. Calls made by manually dialing the number on a dialer will not activate smart callback. When smart callback is enabled without call masking, it will only remain active for 24 hours. It will not be tied to the status of any job on your account. Once deactivated, calls will be routed based on the design of your call flow. |
| Call masking settings |
Smart callback will be activated when a member of your team dials the masking number found on the job or lead page. The initial call can be made using click-to-call or as a manual call using an external dialer (by dialing the number and unique extension). When smart callback is enabled with call masking, it will remain active for 24 hours while the job is open. If the job is closed prior to the 24-hour window, smart callback will be deactivated. Once deactivated, calls will be routed based on the design of your call flow. |