Requesting Outbound Call-Backs from Your Call Summary or Dashboard

Updated 1 month ago by Kelsey Johnson

You can request call-backs to your callers directly from your call summary emails or call dashboard. You may have already seen a link that says "Request a call back to this caller" in your emails. Click this link to have a Smith.ai receptionist call back the same person who called in. We can make this call for any reason from confirming appointments and taking payments to correcting a mistake or advising callers that their needs are outside of your service offerings.

Note: This feature is available with any Smith.ai virtual receptionists plan. You do not need to opt-in or enable it. The call counts towards your monthly quota — there's no added charge for the request.

How to Request a Call-Back from Call Summary Emails

  1. Open the email with the call summary from the caller.
  2. Below the call summary, under "Actions," you will see an option to "Request a call back to this caller." Click the link.

Note: This will prompt a call-back to this caller only. If the link isn't working, you will need to sign into your Call Dashboard at https://app.smith.ai/vr. More information about your call dashboard here.

  1. You will be brought to this screen (with multiple options for phone numbers if the caller provided them):
  2. Choose an option for "What's the reason?" from the below choices (choose other if none apply):
  3. Under "What should we do?" give our receptionists a brief explanation of what is needed from this call. For example, you could say, "Collect $150 for the consultation booked on Thursday" or "Please advise John that we are not able to take on his case at this time, but we recommend he reaches out to XYZ instead at this number."
  4. Under "If they do not answer?" please let us know what we should do if the caller doesn't pick up the phone. We can leave a message with certain information or simply hang up.
  5. Click "Submit Request" and that's it! We'll add this call to our outbound calling queue and make the call in a few minutes. You will receive another call summary with the information and call summary from the follow-up call that we made.

How to Request a Call-Back from Your Call Dashboard

  1. Sign into your call dashboard at https://app.smith.ai/vr.
  2. From the call history view, click on the caller you want us to call back.

You will be brought to this screen (with multiple options for phone numbers if the caller provided them):

  1. Choose an option for "What's the reason?" from the below choices (choose other if none apply):
  1. Under "What should we do?" give our receptionists a brief explanation of what is needed from this call. For example, you could say, "Collect $150 for the consultation booked on Thursday" or "Please advise John that we are not able to take on his case at this time, but we recommend he reaches out to XYZ instead at this number."
  2. Under "If they do not answer?" please let us know what we should do if the caller doesn't pick up the phone. We can leave a message with certain information or simply hang up.
  3. Click "Submit Request" and that's it! We'll add this call to our outbound calling queue and make the call in a few minutes. You will receive another call summary with the information and call summary from the follow-up call that we made.


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