Call a customer back with an AI callback

Sometimes the right move after a call is another call: confirming a delivery, following up on an inquiry, or asking a happy customer for a review. With the Callback button on any call's detail page, Riley places that call for you - you pick the script, Riley does the dialing and the talking.

How to trigger a callback

1. Open the Calls page and click the call whose caller you want to reach.
2. On the call detail page, click the Callback button. A popover opens with the script options.
3. Pick one of the four script presets (described below), or choose Custom.
4. If you want to control exactly how the call opens, use the opening-line text field to write the first thing Riley says.
5. Confirm, and Riley calls the customer back.

The four script presets

• Follow up: the general-purpose option for circling back on a conversation - an unanswered question, an undecided caller, or a lead worth another touch.
• Delivery confirm: for reaching out around a delivery, so the customer hears from your shop without you stopping mid-arrangement to dial.
• Review request: after a call that went well, have Riley ask the customer to leave a review while the experience is still fresh.
• Custom: none of the above fit? Write your own opening line and Riley opens the call with it.

Making the most of the opening line

The opening line sets the tone for the whole callback. A few pointers:

• Mention the reason for the call right away, so the customer knows this is a real follow-up from your shop and not a cold call.
• Keep it to a sentence or two - conversational beats formal on the phone.
• Include specifics where you can (the occasion, the arrangement, the delivery day) so the customer immediately connects the call to their order.

Where to see how it went

Callbacks are calls like any other, so check the Calls page afterward and open the callback's own detail page to hear the recording and read the transcript.

Still stuck? Submit a ticket from this help center and we'll take it from there.