Queue callbacks let a waiting caller hang up and keep their place in line. When they reach the front, the next available agent is prompted in LeadSimple to call them back. Nobody has to listen to hold music for ten minutes, and you don't lose the call.
To enable: an Admin opens Phone Settings → Queues, edits the queue, and switches on Offer callbacks. Callbacks are off by default and are set per queue. Requires Phone & Inbox Pro.
🙋 What the caller experiences
The caller enters the queue and hears the greeting, then the wait music.
After about 10 seconds of waiting with no agent currently being rung, the music pauses and the caller hears: "Would you like to be called back by the next available agent? You will keep your place in the queue. Please press 1 to receive a callback on this number."
If they press 1, they hear "Thank you. The next available agent will call you back. Goodbye." and the call ends. Their place in line is kept, based on the time they first entered the queue.
If they don't press anything within a few seconds, the wait music resumes and they stay in the queue. The offer is repeated each time the caller returns to a waiting state (for example after an agent declined the call), so they can change their mind later.
The callback is placed to the number the caller dialled in from. LeadSimple won't interrupt a caller with the offer while an agent's phone is actually ringing for them. The prompt only plays when they're genuinely waiting.
🧑💻 How an agent knows they have a callback
A callback is handled like a queued call: it's offered to the longest-idle available agent in the queue. When it's your turn, the dialer opens automatically in the LeadSimple web app:
A floating dialer window pops up with a blue banner labelled Queue callback. It reads, for example: "Jane Smith requested a callback from Maintenance Line. They have waited 4 min." The caller's number is pre-filled and the Calling from number is set to the line they called.
Click Call to return the call. The outbound call is placed and the callback is marked complete.
Or click Skip if you can't take it right now. The callback is immediately offered to the next longest-idle agent, and you won't be offered the same callback again for about 30 seconds.
You have 60 seconds to click Call or Skip. If you do nothing, the callback is released and offered to someone else. The banner disappears, and you may see "This callback was reassigned. Wait for the next callback offer." if you try to call after it has moved on.
If the dialer is minimised, the pill at the bottom of the screen shows Queue callback instead of Ready to call, so you can spot a pending callback even if the window was collapsed.
✅ Who is offered a callback?
Because the callback prompt only appears inside the app, it is offered only to queue agents who are:
Online in the LeadSimple web app with the phone service active (not just logged in on mobile),
Available (not Away for calls, not on a call or with a call ringing),
not paused for the queue, and not a team Manager.
If nobody meets those criteria the callback simply waits, listed in the Live View, and is offered the moment someone becomes eligible. It keeps its position relative to live callers, so a caller who requested a callback at 2:05 is served before a caller who dialled in at 2:07.
👀 Seeing pending callbacks
Open Phone → Live view and select the queue. Callers who requested a callback stay in the Waiting calls column with a Callback requested chip and a running wait timer, so supervisors can see the backlog even though those callers are no longer on the line.
📞 Calling the caller back manually
You don't have to wait for the prompt. If anyone on the account places an outbound call to the caller's number (from a contact record, the Recents list or the dialer), the pending callback for that number is cancelled automatically so two people don't call them back. A text message does not cancel it.
📊 Reporting on callbacks
Go to Reports → Phone performance → Callbacks to see callback rate, average time to callback, and a list of calls still waiting for a return call. See Callback Reporting for Missed Calls and Queue and Call Centre Reporting.
🧠 Tips and best practices
Turn callbacks on for queues with long or unpredictable waits (maintenance, main office). Leave them off for short, high-urgency lines where you'd rather the caller stay connected.
Mention callbacks in your greeting or hold message so callers aren't surprised by the prompt.
Agents working from the mobile app should keep the web app open too if they're expected to return callbacks, because the callback prompt is web-only.
Treat Skip as a last resort. Every skip adds delay for the caller while the next agent is found.