Calling back missed calls

Someone could not get through to the agent’s number or to your own phone system, and the agent calls them back a few minutes later.

What it does

A caller who hears a busy tone rarely leaves a message; they ring the next number on the list. With callbacks switched on, the agent rings them a few minutes later, introduces itself, says it is returning their call because they tried to reach you, and asks how it can help.

The agent learns about a missed call in two ways:

• The agent’s number was busy. Every inbound line of your organization was taken at that moment, so the call was refused. This works on its own, nothing to connect.
• Your own phone system reports it. If customers call your usual business number and your phone system (or Make or Zapier) can send a notification about a missed call, send it to the agent’s URL.

Switching it on

Agent editor → Integrations → Missed calls section → turn on Call back missed calls.

Setting	Default	Meaning
Call back after (minutes)	2	How long to wait before the call. At most 120.
One callback per number within (minutes)	60	Someone rings three times in a row, the agent calls back once.
Hours and days	Mon-Fri, 9:00-20:00	A call missed after hours waits for the next opening.

A callback is an outbound call, so it needs the Pro plan or higher and counts against the minute package like any other call.

When the agent does not call back

Right before dialling the agent checks once more that the callback still makes sense. It does not call when:

• the person got through on their own in the meantime, or you have been in touch some other way (another call with that number in your organization),
• callbacks have been switched off since,
• the account has no balance,
• the number is on your organization’s Do not call list,
• the number is withheld or cannot be dialled.

Calls refused for other reasons (unknown number, no agent assigned, empty wallet) are not called back.

Connecting your own phone system

In the same section, under the settings, is the URL for your phone system. Send a POST to it with the number of the person who did not get through:

curl -X POST "https://app.brosbots.com/api/v1/public/lead/missed-call/<id>?t=<token>" \
  -H "Content-Type: application/json" \
  -d '{"caller": "[phone]"}'

The number is looked for first in caller, caller_number, callerid, clid, from and from_number, then in the phone fields known from forms (phone, phone_number, telefon…). Any format works: 600 123 456 and [phone] are the same number.

The URL carries a token and works like a key. Paste it only into your phone system, Make or Zapier.

Where to set it up:

• A phone system with webhooks. Many cloud phone systems can send an HTTP notification when a call ends or goes unanswered. Send it for missed calls only, so the agent does not ring people you have already spoken to.
• Make or Zapier. If your phone system integrates with Make or Zapier, build a scenario: a “missed call” trigger → an HTTP POST to the agent’s URL. The HTTP step is described in Make and Zapier templates.

Responses

Code	Meaning
200 {"status":"scheduled"}	callback scheduled (without credit it waits an hour for a top-up; The Leads list)
200 {"status":"duplicate"}	the agent is already calling this number back
200 {"status":"do_not_call"}	the number is on the Do not call list - no callback
400	no number that can be dialled in the request
401	bad token in the URL
403	callbacks switched off in the agent’s settings
404	no such agent
429	over a limit; wait as long as Retry-After says

The URL has the same limits as the lead webhook, counted separately: 10 requests per 10 minutes from one IP address, 20 per 10 minutes and 150 a day per agent, and at most 50 callbacks waiting.