Even with a great agent, some callers want to speak to a person. With Take callback message turned on, your agent can write down the caller’s name and number (and what they want to talk about) and pass the message on to you. You’ll find this under Take callback message on your agent.Documentation Index
Fetch the complete documentation index at: https://help.verbu.com/llms.txt
Use this file to discover all available pages before exploring further.
Which fields should it collect?
When you turn it on, you choose which fields the agent should ask for:| Field | When it makes sense |
|---|---|
| Name | Almost always — so you know who called |
| Phone | Almost always — so you can call back |
| If you’d rather reply in writing | |
| Company | B2B teams who want context |
| Address | If you visit or deliver to customers |
| City | If you cover specific areas |
Where does the message land?
Messages show up under Call history on the agent. You can also forward them automatically with Send call summary — to your email, Slack, or your CRM.How it sounds
Caller: Hi, I’d like to speak to Lars about my project. Agent: Lars isn’t free right now. I can take a message and have him call you back. Can I get your name? Caller: Anna Berg. Agent: Thanks. And a phone number? Caller: 22 33 44 55. Agent: Got it. What should I say it’s about? Caller: A quote he sent — I have a couple of questions. Agent: I’ll pass that along. Lars will get back to you as soon as he can. Have a good day.
Take a message or Capture leads?
The two features sound similar. Here’s the split:- Take a message — the caller wants to talk to someone, and you’ll call back
- Capture leads — the caller wants to hear about something you sell, and you’ll follow up
When something isn’t right
The agent asks for too many things
The agent asks for too many things
Turn some fields off. Fewer fields = shorter calls = happier callers.
It forgets to take down the phone number
It forgets to take down the phone number
Check that Phone is selected. If it is, write in Behaviour and style that the agent should always confirm the number before ending.
We never see the messages
We never see the messages
Turn on Send call summary and you’ll get the message by email or Slack right after the call.
Next steps
- Get messages delivered automatically: Send call summary
- For callers who should be transferred sometimes: Forwarding