Turn a callback request into a follow-up
Collect the right details during a conversation, review the request, and give a teammate ownership.
A callback request gives your team the details they need to follow up. This walkthrough connects an agent's conversation to your team's task queue.
The example is a customer asking to discuss an order tomorrow. The agent records the preferred time, and your team reviews availability before confirming the callback.
1. Define the follow-up
Open Tasks → Task settings → Create task type and name it “Callback request.” In What should happen, describe when the agent should capture it and what the team will do.
For example: “Collect a callback request when the customer needs a teammate to discuss an order. Explain that the team will review the preferred time and confirm availability.”
2. Choose the details to collect
Under Details to capture, include the information your team needs:
| Detail | Why it matters |
|---|---|
| Reason for the callback | Helps the teammate prepare and route the request. |
| Preferred contact number | Gives the team a number the customer wants them to use. |
| Preferred time and time zone | Avoids an ambiguous request such as “tomorrow afternoon.” |
| Order reference, if relevant | Helps locate the correct order without another round of questions. |
Configure Required and If missing according to your review process. For voice, use Ask during call to decide which details the agent should collect aloud.
A required detail can be completed by staff after the conversation. Use Ask during call to decide which questions the agent asks the caller.
3. Set expectations and enable the task type
Use Say before asking and Say after capture to explain what happens next. Avoid promising that the callback is booked when the team still needs to review it.
Save the task type and check that it is active. For a voice agent, also select it under Behavior → Tasks and save the agent's settings.
4. Try a complete and an incomplete request
Test one request that includes all the details, then another that omits the callback time. Review the conversation or call to confirm what was actually captured.
Open Tasks and look for the resulting work. If information or review is needed, open Needs attention, check the captured details, and fill the missing fields. Choose Finalize task when the request is ready for the team.
See Review requests that need attention for the review controls.
5. Assign and complete the follow-up
Give the finalized task an assignee. Use Assigned to me for your own queue or Unassigned to find work that needs an owner. The assignment menu shows teammates' open task counts.
Move the task to In progress while handling it. Use Blocked when you are waiting on something, and Completed once the follow-up is finished. Keep the status aligned with what the team has actually done.
If the task type hands work to Linear, confirm that the handoff succeeded and open the issue to manage it there. Resolve a pending or failed handoff before relying on the external queue.
Check the full path
The workflow is ready when the agent captures an understandable request, missing details reach the review queue, and a teammate can find and own the finalized task.
Repeat the test after changing the task type, especially its required fields or handoff settings. See Tasks and follow-ups for the complete reference.