Why Returned Calls Go to My Validated Number & How to Fix It

If you’ve noticed people calling back your validated number after a campaign, that’s normal—but it can feel confusing. This guide explains why callbacks go to your validated number, how you can manage them, and what to do if you’d prefer callbacks to go elsewhere.

1. What a Validated Number Is & Why Callbacks Happen
A validated number is a phone number you’ve confirmed belongs to your CallHub account. When a contact returns a missed call, the system needs a number to direct those calls to. By default, it uses your validated number. Learn how to validate a new number as Caller ID.

2. Options to Control Where Callbacks Go

• Enable Inbound Calling: If you use a rented number, Follow-Up Texting, or Dynamic Caller ID, you can enable Inbound Calling in your campaign settings. This way, callbacks go directly to agents assigned to the campaign. Here’s how Inbound Calling works in Call Center campaigns.
• Set a Transfer Number: If you don’t want callbacks on your validated number, you can choose a different number for them. To do this, go to Numbers → Settings → Transfer Number in your dashboard and add the phone number where you want callbacks to go. See how to add a Transfer number for rented numbers.

⚠️ Tip: If your rented number is ever flagged as spam and replaced, you’ll need to reset the transfer number for the new caller ID.