Callback Queue: how it works and how to handle it

When a customer calls and no agent is free, your IVR flow can offer them the option to leave their details for a callback instead of waiting on hold. Those requests land in the Callback Queue, a shared tray where your team claims and resolves them in order, without agents stepping on each other.

Requirements

• A connected calling channel (WhatsApp Calling or another voice-enabled channel).
• A callback node configured in the channel's IVR flow (set up by whoever administers the workspace).
• Access permission to the channels/calling module to view the queue.

How the queue fills up

When a caller chooses the callback option inside the IVR, Omnifox creates a new row in the queue with their number and the time they called. The queue has two sections:

• In queue: pending requests across the whole workspace, oldest first.
• Assigned to me: requests you've already claimed.

Steps to handle a callback

1. Open the Callback Queue.
2. Check the "In queue" section and pick a request (usually the oldest one).
3. Tap Claim: the row moves to "Assigned to me" and no other agent can take it.
4. Tap Call: it opens the contact's conversation in the inbox, where you use the header's call button to dial.
5. When you're done, mark the request as Complete (resolved) or Abandon (couldn't reach the customer).

Concrete example

A customer calls after hours and the IVR offers "leave your number and we'll call you back." They accept. The next morning, an agent opens the queue, sees the request under "In queue", claims it, calls the customer from the inbox, and after resolving the issue marks it as Completed.

Tips

• Claim before you call: this keeps two agents from dialing the same customer.
• If you claimed a request but can't get to it, leave it open so it stays visible as pending, or hand it off to a teammate.
• Work the oldest first: the queue is already sorted that way to protect customer wait time.

Troubleshooting

• I can't see the queue: confirm your user has access permission to channels/calling.
• No new requests are showing up: the list auto-refreshes every 30 seconds; reload the page if you need it sooner.
• "Already claimed by someone else": two agents tried to claim it at the same time; only the first one goes through — pick another request.