Purpose
1 Reduce missed business opportunities by automatically identifying missed customer calls and scheduling professional callbacks.
2 Improve customer satisfaction and retention by rapidly initiating callbacks for urgent service requests.
3 Enhance call tracking and communication record-keeping for service follow-ups and future engagement.
4 Integrate callback booking with technician dispatch and CRM for end-to-end service workflow.
Trigger Conditions
1 Incoming call to service number is unanswered or missed by operator.
2 Call is logged as missed or lost in telephony/VoIP log.
3 Customer leaves a voicemail or requests a callback via IVR or SMS.
4 Call classified as priority based on customer profile or call metadata.
Platform Variants
1 Twilio
- Feature/Setting: Programmable Voice “missed call” webhook; configure event hook for missed calls and use “calls.list(status='missed')” API call.
2 Vonage (Nexmo)
- Feature/Setting: Voice API with event filter for “call_status=unanswered”; configure callback workflow on call status trigger.
3 RingCentral
- Feature/Setting: Call Log Event Subscription, monitor for “missed” events via webhook subscription.
4 Plivo
- Feature/Setting: Call Insights API with missed call event detection, use “onMissedCall” callback.
5 Grasshopper
- Feature/Setting: Missed calls in Call History API, trigger callback scheduling on missed entries.
6 Aircall
- Feature/Setting: Webhooks for “call.missed” event, configure webhook endpoint for automation.
7 8x8
- Feature/Setting: Call Detail Records API, filter for “missed” and automate callback follow-up.
8 Dialpad
- Feature/Setting: Webhooks on missed calls, subscribe endpoint for automatic workflow initiation.
9 Google Voice
- Feature/Setting: Google Voice Activity API polling for missed calls, schedule callback via Calendar API.
10 Microsoft Teams (Calling Plan)
- Feature/Setting: Graph API with “callRecords” for missed flag, trigger automation via Power Automate integration.
11 Zoho Voice
- Feature/Setting: Voice API missed call event, configure automation with Zoho Flow on “missed call” object.
12 Freshdesk Contact Center
- Feature/Setting: Automations on “missed call” event via webhook or Freshdesk workflow.
13 Salesforce Service Cloud Voice
- Feature/Setting: Service Cloud Voice Missed Call Log, process with Salesforce Flow for callback task creation.
14 HubSpot
- Feature/Setting: Calling API “disposition=missed”, use workflow to assign follow-up immediately.
15 Zendesk Talk
- Feature/Setting: Missed call triggers in Zendesk, auto-create ticket for callback.
16 Intercom
- Feature/Setting: Inbox Automation API with missed call event, push reminder for callback.
17 Slack
- Feature/Setting: Slack Incoming Webhook integration to notify team of missed call, trigger callback workflow.
18 Calendly
- Feature/Setting: API for automated callback slot scheduling, send link to customer via SMS/email.
19 Google Calendar
- Feature/Setting: API for event creation; auto-create callback event when triggered by missed call.
20 Office 365 Outlook
- Feature/Setting: Calendar API, automate callback appointment upon missed call trigger.
21 ServiceTitan
- Feature/Setting: Webhooks/API for “missed call” and “callback task” creation in dispatch board.
22 Zoho CRM
- Feature/Setting: Automated task assignment for callback using Workflow Rules on “missed call” object.
23 Pipedrive
- Feature/Setting: Automation for missed call follow-up task via Workflow Automation and API.
24 SendGrid
- Feature/Setting: Use API to send SMS/email confirmation to customer after callback scheduled.
Benefits
1 Ensures immediate response and scheduling, lowering customer attrition risk.
2 Standardizes follow-up, improving visibility and accountability in the service team.
3 Centralizes customer communication logs, aiding future engagement and reporting.
4 Reduces operator workload and manual callback scheduling.
5 Increases conversion from inquiries to booked jobs, boosting service revenue.
Customer Communication & Feedback