IVR Node: Callback (legacy)

The Callback node (internal Callback type) is an IVR engine building block that assumes the caller has ALREADY agreed to receive a callback — it doesn't play a menu or capture any digit itself. Its job is simply: queue the callback request and play a farewell message before hanging up.

This node is the predecessor of Offer callback, which bundles the full round-trip (offering, capturing the digit, and confirming) into a single node. If you're building a new flow from scratch in the visual editor, in most cases you'll want Offer callback instead, since it handles the entire caller interaction in one node. Callback exists for scenarios where the "call me back" decision was already made in an earlier step of the flow (for example, after a manual digit-capture node) and you just need the final step: queue + say goodbye.

Configuration

• Prompt: the farewell text that gets converted to audio and played before hangup (e.g., "Thanks, we'll call you back shortly. Bye!"). Leave it empty and no audio plays.
• Voice: the synthesis voice for that message; falls back to the workflow's default voice if not set.
• Notes: free text prepended to the notes of the created callback request — useful context for the agent who will handle it.

Example

A flow captures the caller's number earlier, and after a digit-capture node where the caller pressed "1" to accept a callback, it connects to a Callback node with the message "Great, an agent will reach out shortly" and notes "Called asking about billing." The call hangs up after that message plays, and a pending callback request is left in the queue for an agent to pick up.

Troubleshooting

If queuing the request fails due to some internal error, the node does NOT abruptly cut the call — it still plays the farewell message and hangs up normally, even though the request won't be recorded. That's the intended behavior — it prioritizes the caller never hearing dead silence or an odd cutoff over guaranteeing the record is saved 100% of the time.