Chase unresolved items
Calling customers back when nobody got to them
Your AI calls customers back when nobody on your team got to them.
What it does
An item lands in your Inbox whenever the AI could not finish something itself, usually a transfer that nobody answered.
If that item is still open 12 hours later, the AI rings the customer during the hours you chose. It asks one question: did this ever get sorted out?
- They say yes. It thanks them and closes the item.
- They say no. It offers to put them through to your team right then.
- Nobody answers. It tries again later, up to three times, hours apart.
What it does not do
- It never leaves a voicemail. A message saying your request was never closed out reaches someone who has since sorted it and makes them think it came undone. A missed call they can return is better.
- It never calls twice about the same person. Somebody with three open items gets one call that covers all three, not three calls.
- It never calls about a booked appointment. Those are already handled.
- It never calls about something your team already closed. It checks one last time in the second before dialling.
- It never chases anything older than three days. Past that, a call does more harm than good.
Setting it up
1. Open Inbox and find Chase unresolved items. 2. Turn on Call customers back. 3. Set Call between and On these days.
If you have Inbox columns, each one gets its own hours. Service and Finance rarely keep the same week.
The one thing that matters
Pick hours when somebody is genuinely at the desk to take the transfer.
The call reaches your customer, asks if they still need help, and offers to put them through. If nobody picks up at your end, that customer has been reminded of the problem and then left with it. That is worse than never calling.
If your team has no reliable hour, choose a short window you know is covered. An hour somebody answers beats a whole day nobody does.
What it costs
Callbacks are billed as normal call minutes, the same rate as calls coming in.
Common mistakes
Hours set when the office is empty. The most common one. Check the times against when somebody actually picks up, not when you are open.
Switching it on for a team that rarely answers transfers. The callback will reach the customer and then fail in front of them. Fix the routing first, then switch it on.
Typing 1 instead of 10. A time picker accepts 1:00 AM without complaint. The card warns you when the hours fall outside your opening times.