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General Business · Enquiries

Callback Request Assistant

Let people request a call with enough context for the right colleague to prepare.

For general business teams handling enquiries conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Let people request a call with enough context for the right colleague to prepare.
  • Clarify callback topic before the team follows up.
  • Organise preferred time window, confirmed callback number into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about callback request assistant.
What should the callback be about?
I’m enquiring about callback topic. Could your team help me understand the options and process?
When is a convenient time to reach you? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify enquiries intent and explain the scope.

  2. 02

    Relevant questions

    What should the callback be about?

  3. 03

    Captured details

    Callback topic · Preferred time window · Confirmed callback number

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Callback topic
  • Preferred time window
  • Confirmed callback number

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Business hours and holiday closures
  • Team responsibilities and contact routes
  • Approved services, locations and FAQs
  • Approved answers to “What should the callback be about?” and “When is a convenient time to reach you?”
  • A named team responsible for callback request assistant enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

The workflow records a preference; staff availability determines the actual call time.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

An urgent request or repeated missed callbacks.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your enquiries process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and an urgent request or repeated missed callbacks.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about callback request assistant

What does the team need from the first conversation?

Start with callback topic and preferred time window. Collect the other suggested details only if they help the next action. When is a convenient time to reach you?

Can it complete this request automatically?

The workflow records a preference; staff availability determines the actual call time. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

An urgent request or repeated missed callbacks. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your general business process. What should the callback be about? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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