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How to handle Campaign Callbacks

Taalk’s campaign system detects and schedules follow-up calls when a recipient requests a callback, ensuring AI agents resume conversations at the specified time. This automated process improves customer engagement by handling reattempts efficiently without manual intervention.

How to Handle Campaign Callbacks in Taalk

Overview

When the AI agent is dialing, it will occasionally encounter situations where a recipient requests a callback, such as:

"I'm really busy right now, can you call me back in an hour?"

Taalk’s campaign system is designed to handle these scenarios seamlessly. If a callback request is detected during the conversation, Taalk will automatically schedule a follow-up call at the specified time, ensuring that the AI agent can resume its pitch without manual intervention.

Setup

To enable effective handling of callbacks, ensure that the AI agent has a logic rule allowing it to exit early when a callback is requested. The following rule should be integrated into the AI agent's conversation flow:

- If the callee asks to be called back or is busy or can't talk right now, 
then ask for a good time to call back. If they provide a callback time then 
say, "Thank you, I'll call you back [at specified time]. Have a great day. Bye."

This ensures a smooth user experience and allows the AI agent to respect the recipient’s availability while increasing the likelihood of a successful engagement upon reattempt.

How It Works

  1. Detection: During the call, the AI agent listens for phrases indicating a callback request, such as "Call me back later" or "I'm busy."
  2. Confirmation: The AI agent confirms the preferred callback time with the recipient.
  3. Scheduling: Taalk automatically schedules the follow-up call in the campaign system.
  4. Reattempt: At the scheduled time, the AI agent redials the recipient and resumes the conversation.

Best Practices

  • Ensure the AI agent acknowledges the callback request in a polite and professional manner.
  • Configure the AI logic to handle cases where the recipient does not specify a callback time by offering predefined time slots.
  • Monitor callback success rates in campaign analytics to optimize scheduling effectiveness.

By implementing these steps, Taalk enables businesses to handle callbacks efficiently, maximizing customer engagement and improving overall campaign performance.