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Handle a missed call and call the customer back

When nobody answers, the platform marks the conversation unread and notifies the right people. If an operator is responsible for the customer's conversation, it creates one callback follow-up for them; otherwise the conversation waits in the shared Inbox marked "Missed call — call back" for the first operator to take. Calling the customer back completes the follow-up and clears the marker.

When this happens: A call to the company ends with nobody having answered.

Step by step

  1. 1

    Open the notification, which opens the conversation; sees the missed call (marked Missed) with a Call back button.

    EasyCRM posts call.ended with endReason: no-answer for a call from Maria Popescu to Vânzări. EasyCRM marks the call Missed, adds the call message to her conversation, and marks the conversation unread for everyone. EasyCRM sends the MissedCall notification Missed call from Maria Popescu on Vânzări to the conversation's responsible user (the Operator). EasyCRM creates the follow-up Call back Maria Popescu for the Operator, due now plus MissedCallFollowUpDelayMinutes. With a delay of 0 it is due at once and no second notification follows, since step 3 told the Operator; with a delay, the usual due notification (FR-26) fires at the due time.

  2. 2

    Click Call back. The platform starts the call as in UC-29.9.

    When the call connects, completes the follow-up as completed by call and clears the missed state in the Inbox row.

Other paths

Callback without click-to-call

The connection cannot start calls or the Operator has no extension. Call back is a tel: link; MicroSIP, set as the handler, dials +373 69 765 432. When the phone system reports the outgoing call, it is logged and, if it connected, the follow-up completes.

Repeated missed calls

Maria calls twice more before anyone calls back. Adds both call messages, increments the conversation row's missed count (3 missed calls), and keeps the one open follow-up with its original due time.

Caller hung up while ringing

Treated exactly as a missed call.

Callback not answered

The outgoing call ends No answer. The follow-up stays open and the missed state stays.

Follow-up completed by hand

Completes Call back Maria Popescu from the follow-ups list after reaching her another way. The system accepts it.

Nobody is responsible — the call waits in the inbox

The conversation has no responsible user (for example a provider-routed call to a ring group, a first-time caller, or a Twilio call that routing could not assign). EasyCRM creates no follow-up. The conversation stays Unassigned in the shared Inbox, marked Missed call — call back; the Calls list has a Missed calls filter and the Inbox can filter on the marker. EasyCRM sends the MissedCall notification to every user whose extension or device rang. The first operator to click Call back (from the conversation or the contact) makes the call; the outbound call makes them the conversation's responsible user. Picking the conversation up from the Inbox also makes them responsible, but the marker stays. The marker clears when a later call with the customer connects — an answered inbound call or a Completed outbound call.

Nobody responsible and nobody rang

The call rang no mapped user and the conversation has no owner. The unassigned-conversation alert applies instead of the MissedCall notification; the conversation carries the Missed call — call back marker as in .

Routing assigns the conversation after the call

After an unanswered Twilio call, Automatic or RuleBased routing assigns the conversation to an eligible operator (UC-29.6 ). That operator is the responsible user, so the callback follow-up is theirs and the flow continues as in the main flow.

Follow-ups turned off

MissedCallFollowUp is off. A missed call of a conversation with a responsible user still notifies them and marks the conversation unread, but creates no follow-up. An unowned missed call is marked Missed call — call back as in whatever the setting.

If something goes wrong

Do-not-call contact

The customer is marked Do-Not-Call. Call back is disabled with the reason This contact asked not to be called The missed call is still recorded.

Withheld number

The call is unlinked: no notification, follow-up or marker is created and there is no number to call back; it appears in the Calls list only.

Blocked number

A missed call from a blocked number creates no notification, follow-up or marker.

Originate refused

At step 6 the provider refuses. EasyCRM shows The phone system refused to start the call: …; offers the tel: link instead.

Permission missing

Without EasyCrm.Integrations.Telephony.Use, Call back is not offered.

Good to know

  • A missed call includes callers who hung up before or while ringing.
  • At most one callback follow-up is open per conversation; further missed calls do not add another or change its due time.
  • A later connected call (answered inbound or Completed outbound) completes the follow-up and clears the "Missed call — call back" marker; manual completion of the follow-up stays possible.
  • Missed calls write no activity.
  • Calls from blocked numbers and unlinked calls create no notification, follow-up or marker.
  • Do-Not-Call keeps blocking the call button.
  • A callback follow-up is created only for a conversation that has a responsible user. A missed call nobody owns creates none and waits in the shared Inbox marked "Missed call — call back"; the MissedCall notification goes to every user whose extension or device rang, else the FR-23-011 alert applies.
  • The first operator who calls the customer back or picks the conversation up becomes responsible; only a connecting call clears the marker.
  • With a delay of 0 the follow-up is due at creation and its own due notification is not sent.