A missed call becomes a callback and a text, not a lost customer
Busy lines offer a callback, the request waits in the queue, and you text back from the same thread.
The problem
Sound familiar?
“Missed calls are invisible until someone checks the phone log — by then the caller has moved on.”
“Voicemail is where sales calls go to die.”
What the agent does
When your lines are busy, callers are offered a callback instead of hold music or voicemail; the request waits in the queue as work, and whoever picks it up texts the caller back from the same conversation thread.
Setup
How it works in Canopy
- 1. Put the number behind a queue. In VoIP → Inbound rules, route the number to a call queue so busy calls have somewhere to go.
- 2. Turn on the callback offer. The queue offers callers a callback when every agent is busy; the request enters the same queue as a piece of work.
- 3. Text back from the thread. The caller’s number anchors a conversation — reply by SMS right where the call is recorded.
- 4. Watch it in the numbers. Call and queue reporting shows the callbacks worked and the misses that did not come back.
Sample
Sample conversation, illustrative
Phone system
All agents are helping other callers. Press 1 and we will call you right back.
Caller
[presses 1]
Team member
Hi Dan — you called about the furnace quote. I have your model number from the voicemail; when could we take a look?
Customer
Tomorrow afternoon works.
Team member
Booked — Thursday between 2 and 4. Confirmation is on its way.
Which plan
The plans that carry this.
Engage
Recommended
$89 /user/mo
billed monthly
14-day free trial
Automate
$99 /user/mo
billed monthly
