Handle a caller who asked for a person
Take a request, assign it, note it, call the person back and resolve it, all from the request's details.
Where to find it
Help desk › Tickets › Callers who asked for a person › Details
Open this screenSteps
- Open “Tickets” under Help desk and press a row or “Details”.
- Read the request: its result (for example “Asked for a person” or “Nobody answered”), what the caller said, and for a callback request the “AI summary”, “Preferred time” and “Language”.
- Press “Conversation” to read the whole call, or “Contact” to open their record.
- Press “Take it” to make it yours, or choose a member in “Assign”. Write a “Note” and press “Save”.
- Call them: “Call back” calls through your line (your phone or the AI agent), or “Add to the callback queue” files it for later.
- Press “Resolve” when it is done; “Reopen” brings it back.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Assign | The member who handles it. | Unassigned |
| Note | A note on the request, up to 1,000 characters. | — |
| Take it | Assigns it to you and sets it In progress. | — |
| Call back | Opens “Call again” for the call: your own phone or the line's AI agent, every calling rule kept. | — |
| Add to the callback queue | Puts the caller in the callback queue; afterwards it shows “In the callback queue”. | — |
| Summarise | A short AI summary of what the caller said. Needs a connected AI model. | — |
Troubleshooting
I can read the request but there are no buttons.
Only workspace managers act on requests; other members can read them.
“No AI model is connected for this, so it cannot be done here yet.”
Summarise needs an AI model connected on this service.
“This caller's number was withheld, so there is nobody to call back.”
There is no number for the callback queue.
“Too many summaries this hour. Try again later.”
Wait and try again later in the hour.
“Choose a member of this organisation.”
Assign the request to someone in your workspace.
Tips
- A browser test call's request is marked “Test” and never counted.
Good to know
- Callers stay with your AI agent until someone takes the call; this page does not change what a call does.
Related how-tos
- Tickets: callers who asked for a person Follow up every caller who asked your AI agent for a person or a call back, and see who picks up such calls right now.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.