When your store is outside of working hours, customers trying to reach you on WhatsApp Call will have the option to request a callback — ensuring you never miss an important lead or support query.
Prerequisites
Go to Settings → WhatsApp → Call Settings
Enable “Allow customers to request a callback for missed calls.”
Customer Experience
Customer places a WhatsApp Call outside business hours.
Instead of connecting, they’ll see a “Request Callback” option.
On tapping Request Callback, a message bubble is automatically created in Helpdesk Inbox.
What Happens in the Helpdesk:
1. Message Bubble Creation
A new bubble is created with the message:
“Callback requested”The agent sees a Click to Call Back button in the chat window.
2. Auto Activities Logged
Two chat activities get recorded:
Call Permission Enabled
Callback Requested by Customer
Agents can also:
Add Private Notes to this message bubble for internal tracking.
Chat List & Recent Activity Updates
The Recent Activity in the chat list updates to “Callback requested.”
Journeys & Automation
If you’ve configured a Journey for the Call End event with status “Requested Callback”, it will automatically trigger after this event.
Logs, Tabs & Filters
1. Missed Calls Tab
Now also includes Callback Tickets — so agents can view all missed and callback requests in one place.
2. Call Logs Tab
Has a new filter option → “Callback Requested”
Helps you review and track all callback-related call entries specifically.
3. Helpdesk Filters
You can now apply Call Type → Requested Callback to filter all chats where customers requested a callback.
Chatbot Integration
If a ticket is currently handled by the Chatbot when a Callback Request arrives:
The system updates the chat activity to “Customer is looking for an agent.”
The ticket will be auto-assigned to an agent in the next working hour.
For further assistance or to raise feature requests related to Request Callback, please contact [email protected]