Draft: this guide describes a feature customers can't use yet, so production leaves it out.
How callback requests work
When nobody can take a call, the AI agent helps the caller say what they need, tells them when to expect a call back, and puts the request in their thread.
Soja has no voicemail. When nobody on your team can pick up, the AI agent answers instead. It helps the caller put what they need into a clear message, reads it back to them, and tells them when to expect a call back.
The request lands in the customer’s thread, marked Callback request · Soja, with:
- the caller’s message, as the agent helped them put it;
- the time they were told: for example, “Soja told them to expect your call by 11 AM.”
In the conversation list, the row reads Callback request, by and the time, and shows as unread.
That time is a promise your team has made. See Return a callback request.
Updated