When a lead receives a call or SMS from your campaign and decides to call back the number on their caller ID, understanding how the callback is routed is critical. Agent CRM uses a layered routing system to determine where these calls go based on your settings. Let’s break down this flow and guide you on how to update the relevant settings.

Callback Flow: Three Layers of Routing

  1. Company Phone (First Layer)

    • If there is no Call Forwarding Number and the lead is not assigned to a user, the callback will route to the Company Phone.

    How to Update the Company Phone:

    1. Go to Settings >> Company.
    2. Update the number in the Company Phone field.
    3. Click Update Company to save changes.

  2. Call Forwarding Number (Second Layer)

    • If a Call Forwarding Number is set but the lead is not assigned to a user, the callback will route to the forwarding number.

    How to Update the Call Forwarding Number:

    1. Go to Settings >> Phone Numbers.
    2. Select your default outbound number and update its Call Forwarding Number.
    3. Click Save to confirm the changes.

  3. User Phone (Third Layer)

    • If the lead is assigned to a user via a campaign, the callback will route directly to the User Phone.

    How to Update the User Phone:

    1. Go to Settings >> Team Management.
    2. Click Edit for the user whose phone number you want to assign.
    3. Update the Phone field.
    4. Click Save to apply the changes.

Why Is Callback Routing Important?

Efficient callback routing ensures:

  • Improved Lead Management: Calls are directed to the right team member or department for follow-up.
  • Better Customer Experience: Leads get connected to someone who can assist them without unnecessary delays.
  • Streamlined Operations: Routing avoids missed opportunities and keeps communication organized.

Pro Tips for Managing Callback Routing

  • Regularly Audit Settings: Ensure your Company Phone, Call Forwarding Number, and User Phone details are accurate and up to date.
  • Assign Leads Strategically: Use user-assigned campaigns to streamline callbacks to the appropriate team member.
  • Test Routing: Call your default number to verify that callbacks are routing as intended.

For additional guidance on managing your CRM settings, explore our blog on Filtering Contacts and Creating Lists​.

Learn More

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