IVR Node: Offer Callback

The Offer callback node (CallbackOffer type) gives the caller the option of being called back instead of waiting on the line. Unlike the internal Callback node (which assumes the decision was already made), Offer callback handles the entire cycle inside a single canvas node: it plays the message, captures one digit, and depending on the answer either queues the request and plays a confirmation, or moves on.

Configuration

• Prompt: the message played to offer the callback (e.g., "Press 1 if you'd like us to call you back").
• Accept digit (1 char): the digit the caller must press to accept. Defaults to 1. The field accepts any single character; in practice only 0-9, *, or # make sense, since those are the only ones Asterisk can capture as real DTMF — the system doesn't validate what you type here.
• Confirmation message: the audio played ONLY if the caller accepts (e.g., "Great, we'll call you back shortly").
• Priority in queue: the priority level of the callback request in the agent queue. Three options: Low, Normal, or High (default Normal).
• Timeout: how many seconds the node waits for a digit before treating it as a timeout.

Node outputs

• accepted: the caller pressed the accept digit. The callback request is queued and the confirmation message plays before continuing on this output.
• declined: the caller pressed a digit other than the accept digit.
• timeout: no digit was pressed within the configured time.

Example

On a channel with heavy hold times during peak hours, you add an Offer callback node with the prompt "All our agents are busy. Press 1 if you'd rather we call you back, or stay on the line", accept digit 1, and confirmation "Great, we'll call you back within a few minutes." You wire the accepted output to Hangup, and the declined and timeout outputs to hold music / a normal transfer to an agent.

Tips

• Queuing the request is best-effort: if an internal error prevents it from being saved, the caller still hears the confirmation and the flow still proceeds through accepted normally — so the call is never cut off abruptly, though in that edge case the agent side won't show the row in the queue.
• This is a single-decision node: it doesn't retry the prompt if the digit doesn't match (unlike Caller input with retries), so word your prompt clearly and give declined/timeout a friendly path.

Troubleshooting

If the confirmation message is left empty, the caller will hear silence after accepting before the flow continues — always fill in the "Confirmation message" field.