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How to handle callback requests with an AI voice agent

InfiVoice ยท 2026-11-14

Not every call can be solved on the spot. An AI voice agent that takes clean callback requests makes sure your team knows who to call, when and why.

Step 1. Decide when a callback is the right answer

List the cases that need a person later, such as quotes, complex questions or a specific team member who is busy. Everything else the agent should solve during the call.

Step 2. Capture the essentials

Ask for the name, the best number and the reason for the call. Read the number back to avoid typos.

Step 3. Ask for a preferred time

Let the caller choose a window, such as morning or after 3 pm. Tell them honestly when your team usually returns calls.

Step 4. Set expectations out loud

Close the call by repeating what will happen next and when. A clear promise reduces repeat calls.

Step 5. Send the request to your team

Route the summary to the place your team already checks, using the integrations you have set up. Keep the summary short and include the reason and preferred time.

Step 6. Handle urgent callers differently

If the caller says it is urgent, follow your urgent-call rules and hand the call to a person when possible. Our urgent calls guide covers this.

Step 7. Review and close the loop

Check the requests every day, and make sure each one gets a call back. Adjust the questions if your team keeps asking for missing details.

What it costs

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.

Frequently asked questions

Can an AI voice agent take a callback request?

Yes. It can collect the name, number, reason and preferred time, then pass them to your team.

Does the agent call the person back?

That depends on how you design the flow. Many teams let the agent collect the request and a person makes the call.

What details should the agent ask for?

Name, phone number, reason for the call and the best time to reach them are enough for most businesses.

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