> ## 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.

# Take a callback message

> Let the agent take a message when no human is free — and send it to you afterwards.

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 **Actions** on your agent — the card is called **Take a message**.

## 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   |
| **Email**   | 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            |

Keep the field count low. Every extra question makes the call a little longer.

<Tip>
  Most businesses do fine with Name + Phone. Only add more if you actually use it.
</Tip>

## Where does the message land?

Messages show up under **Call history** on the agent. You can also forward them automatically with [Send call summary](/en/capabilities/send-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

If you do both, turn both on. The agent picks the right one for each call.

## When something isn't right

<AccordionGroup>
  <Accordion title="The agent asks for too many things">
    Turn some fields off. Fewer fields = shorter calls = happier callers.
  </Accordion>

  <Accordion title="It forgets to take down the phone number">
    Check that **Phone** is selected. If it is, write in [Behaviour and style](/en/agent-behaviour/style-and-instructions) that the agent should always confirm the number before ending.
  </Accordion>

  <Accordion title="We never see the messages">
    Turn on [Send call summary](/en/capabilities/send-summary) and you'll get the message by email or Slack right after the call.
  </Accordion>
</AccordionGroup>

## Next steps

* Get messages delivered automatically: [Send call summary](/en/capabilities/send-summary)
* For callers who should be transferred sometimes: [Forwarding](/en/capabilities/forwarding)