Callback queue
The callback queue is where missed calls become handled work. When the receptionist takes a message, a caller needs a person, or a conversation ends unresolved, it becomes a callback — a short, prioritized list your staff work through each day so nothing slips.
At a glance
- Every loose end becomes a callback — a message, a request for a person, or an unresolved call.
- Prioritized by urgency, with the caller and a short, provider-neutral reason.
- Worked with one click: complete, snooze, or cancel — and every action is recorded.
- Staff are alerted when new callbacks arrive, so the queue never sits unseen.
What becomes a callback
The receptionist creates a callback whenever a conversation needs a human to finish it. That includes:
- A caller leaves a message or asks your team to call them back.
- Someone needs a person — a question outside what you configured, or a request for a specific staff member.
- A call ends without resolution. Even if a caller hangs up, a follow-up backstop makes sure a real unresolved call still becomes a callback rather than disappearing.
- An appointment request needs staff to confirm it (see below and Booking modes).
It captures instead of guessing
How they are prioritized
Each callback carries a short, provider-neutral reason and an urgency level, so your front desk can see at a glance which ones matter most. Urgent follow-ups surface above routine ones, and each row shows the caller and a one-line summary of what they need — enough to act without opening the full call.
Working the queue
Your team works the queue from the dashboard. Every callback can be moved to one of three clear states.
Complete
The follow-up is done — you called the patient back, booked the appointment, or answered the question. Mark it complete and it leaves the active queue.Snooze
Not now, but not done. Snooze it to resurface later so it stays on the list without cluttering today.Cancel
No action needed — a duplicate, a wrong number, or resolved another way. Cancel it with a note so the record is honest.
Every action is recorded
Notifications
A new callback triggers a staff alert so it does not sit unseen. Alerts are turned on for your account at launch, and we prove a real notification reaches your team before you go live — see Getting started. You can also add a daily summary of the receptionist’s activity. If an alert does not arrive, the Troubleshooting page walks through what to check.
In callback-first mode, the queue is the product
Every business starts in callback-first mode. In that mode the queue is the whole workflow: the AI handles the conversation and intake, and your front desk keeps final control by working the queue. Even after a practice enables direct booking, the queue remains the safety net for the rare moments a schedule is briefly unreachable — so a booking is captured as a request rather than lost.
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