Set up inbound calls for a Call Center campaign

Want the contacts who call you back to reach a live agent? Enable inbound calls on your Call Center campaign, and callbacks are routed to your agents during Operational Hours and logged like any other call. 

Why turn on inbound calls

CallHub's call data shows that out of every 100 calls a campaign dials, only about 40 are answered, and at least 15 contacts call back. Without inbound calls enabled, those callbacks ring a validated number's device or a Transfer number outside CallHub, so they never reach your agents or your reports.

With it enabled, you get more conversations from the same contact list, an Automated Callback for anyone an agent couldn't take, and complete campaign data since inbound calls are handled and logged like outbound ones.

Before you start

• You need a rented number as the campaign's Caller ID. You can rent one during setup.
• Agents receive inbound calls only during the campaign's Operational Hours, so set those to match when your team is online.

Step 1: Choose a rented number as your Caller ID

1. Create a Call Center campaign.
2. In the Caller ID step, select a number you have already rented. If you don't have one, select Automatically Rent a number and continue.

Step 2: Enable inbound calls

1. Open the Inbound tab in the campaign setup flow.
2. Turn on the Inbound Calling slider.

Step 3: Set up your inbound call messages

1. Under Welcome Message, add pre-recorded audio or a Text to Speech message, or pick your account's default. This greets a contact who calls back.
2. Under Hold Time, set how long a caller waits for an agent, from 30 to 300 seconds.
3. Under Thank you Message, add pre-recorded audio or a Text to Speech message. This plays if no agent picks up before the Hold Time runs out, just before the call ends.
4. Click Done to save, then finish the rest of your campaign setup as usual.

⚠ A validated number cannot route callbacks to your agents. Calls to a validated number ring the device that owns it, outside CallHub, and won't appear in your campaign data. Use a rented number.

ⓘ NOTE: If no agent is free within the Hold Time, the Thank you Message plays and the call ends. The system then places an Automated Callback to the contact as soon as an agent is available, so the conversation still happens.

✓ TIP: Keep your Welcome Message short and specific ("Thanks for calling back the Riverside campaign, connecting you to a volunteer now"). Contacts who know they've reached the right place stay on the line longer.

FAQs

Do inbound calls show up in my campaign reports? 
Yes. They're handled and logged the same way as outbound calls. See Stats and Campaign Results for Inbound Calls.

How do my agents know a call is incoming? 
The agent console flags it. See How will the agents know if it is an incoming call?

Still stuck? Reach the CallHub support team through the Create a Ticket page.