Callback Agent

The Callback Agent is an add-on that handles outbound follow-up calls. When a caller reaches your business outside of business hours, disconnects before resolution, or schedules an appointment, the Callback Agent automatically calls them back at the right time with full context from the original interaction.

How It Works

The callback flow has three stages:

1. Trigger

A callback is created when one of three events occurs:

2. Execution

At the scheduled time (or the next business window for missed calls), the Callback Agent dials the customer's number. The outbound call is placed through the voice AI platform using the telephony network. The agent greets the caller with context:

"Hello, this is Maya from Acme Corp. I'm following up on your call earlier today.
I understand you had a question about your order status. How can I help?"

For abandoned calls, the agent acknowledges the disconnection:

"Hello, this is Maya from Acme Corp. I noticed our call got disconnected earlier.
I'd like to help you with whatever you needed. How can I assist you?"

3. Resolution

The Callback Agent handles the conversation just like an inbound call -- searching the knowledge base, answering questions, and escalating to a human if needed. The call is recorded, transcribed, and logged like any other call.

Callback Pricing

Callback calls incur per-minute costs for both telephony and AI processing. Zentrix Agent Studio applies a 30% margin on these costs:

An average callback lasts about 4 minutes, costing approximately Rs 26 per callback.

Callback Plans

Choose a plan based on your expected callback volume:

Included callbacks are calculated as 4-minute average calls. If your callbacks are shorter, you get more calls; if longer, fewer.

Tracking Callbacks

Every callback attempt is logged in the system with detailed tracking:

Callback Success Metrics

Your dashboard displays callback analytics including:

• Connection rate -- What percentage of callbacks are answered
• Average duration -- How long callbacks last
• Resolution rate -- How many callbacks resolve the caller's issue
• Cost per callback -- Average cost including telephony and AI

These metrics help you understand the value of the callback service and optimize your agent's follow-up effectiveness.

Setting Up the Callback Agent

1. Subscribe to a callback plan (Starter, Pro, or Enterprise)
2. Enable callbacks in your routing configuration by setting callback_enabled: true
3. Configure your primary agent's after-hours fallback to callback
4. The system handles everything else automatically -- scheduling, dialing, and follow-up

Integration with Multi-Agent Routing

The Callback Agent works seamlessly with the multi-agent routing system:

• When the Receptionist is set to 24/7 and the CS agent has custom hours, after-hours support requests are automatically queued as callbacks
• When a caller requests a callback during an active call, the Receptionist logs the request and the system schedules it
• Callbacks use the same knowledge base as the original agent instance, ensuring consistent answers

Bundle Inclusion

The Full Suite bundle (Rs 14,999/mo) includes the Callback Agent add-on. If you purchase agents individually, the Callback Agent is available as a separate subscription. See Bundles for bundle pricing details.

A Product by BRTNeura Technology LLP