Callbacks and messages

A clear callback promise tells customers what to expect when your team needs to get back to them. Make it something you can deliver.

The callback promise is what Hello tells callers. It doesn't mean someone has already called back.

Set your callback promise

1. Open Onboarding.
2. Choose Bookings and callbacks.
3. Find Callback promise.
4. Enter the wording you want Hello to use.
5. Wait for Saved.

For example, "within two business hours" if your team can meet that. Mention business hours where they matter.

Choose the after-hours approach

1. In Onboarding, open Your business.
2. Check Opening hours.
3. Under After hours, the AI should…, choose Take a message or Book a callback.
4. Wait for Saved.

Where messages go

Every message and callback request shows in Calls, with a summary and the caller's details. Look for Needs a person.

Check your team's process

Make a test enquiry that needs a person. Listen to the promise Hello makes, then check it in Calls and agree who will respond.

If you need messages handled differently, email hello@leadica.io with the enquiry type, who should get it and the response time you can support.