Callback numbers and where calls ring
Keep a list of the phones a customer's callback can ring, choose the default, pick a phone for each campaign, and see the order the line follows when a call comes in.
When a customer hears your voicemail and calls your campaign line back, the line rings your phones, and each phone shows the customer's own number. Your callback numbers are the list of phones it can ring: the sales desk, the service desk, a manager's cell. One of them is the default, and each campaign can pick another.
Before you start
The workspace owner and admins add, change and remove callback numbers. A member sees the list without its menus. On the campaign line's pages, a member reads Your workspace owner or an admin chooses where callbacks ring.
The Getting started task Add your callback number opens this list.
Where a callback rings
When a call comes in, the line decides in this order:
The campaign that reached them. If one of your campaigns dialed the caller's number, the call rings the phone or the ring group that campaign chose under Callbacks ring. The most recent campaign wins. A campaign counts even when no voicemail could be left.
The number they called. If that number on your line has a phone of its own, the call rings it. The numbers table on Your line shows it as This number's own.
Your default. Otherwise the call rings your default: your default ring group when you made one the default on the Callbacks tab, or else Send callbacks to, your default callback number.
Nobody. With no phone set, the caller hears a short message from the line, and the call ends.
The phone that rings shows the customer's number, so you know who is calling back.
The line never forwards a call to itself. Your campaign line's own number cannot be a callback number.
Every callback figure in the dashboard counts calls to your campaign line. Counts calls to that number only.
See your callback numbers
Select Settings in the top bar.
Select your business's name at the top of the settings list.
Scroll to Callback numbers.
What you see
"The phones a callback can ring. The default rings for every new campaign, and each campaign can pick another when you build it." Each number is a row, with Default beside the default and its label under it.
Select a number to copy it. The Callbacks tab of your campaign line shows the same list as Phones that ring, with each phone's check. See Check a phone, and send a test call.
Add a callback number
Under Callback numbers, find Add a number and select Add number.
In Add a callback number, type the Phone number: "The phone that rings when a contact calls back."
Type a Label if you like, for example the desk's name: "Optional. Helps you pick it in a campaign."
Tick Make it the default for new campaigns if this number should be the default.
Select Add number.
What you see
the new row in the list, and a note that the number is on your list.
Every callback number is a ten-digit Canadian number. A number outside Canada is refused: "That number is outside Canada. Callbacks ring a Canadian number."
A number already on the list is refused: "That number is already on your list."
A workspace keeps up to 10 callback numbers. With the list full, the row says to remove one to add another.
You can also add a phone from the Callbacks tab: under Add a phone, type a Name and a Number, then select Call to check. The phone joins the same list, and the line calls it once to check it. See Check a phone, and send a test call.
Change the default
Select the More button (three dots) on the number's row.
Select Make default.
What you see
Default moves to that row, and a note says it is your default callback number.
New campaigns start on the default. Campaigns you already built keep the number they chose.
With a campaign line, a new default also becomes Send callbacks to on the line's Calls and texts tab: the phone that takes calls no campaign claims, unless a ring group is your default.
Edit or remove a number
Select the More button (three dots) on a number's row:
Edit: in Edit callback number, change the number or its label. Select Save.
Send a test call: the line rings that number. See Check a phone, and send a test call.
Remove: takes the number off the list. A note offers Undo.
The default cannot be removed. Make another number the default first.
Removing a number never changes a campaign already set to ring it. That campaign keeps ringing it.
Set Send callbacks to on the line
Send callbacks to is the phone your campaign line rings when no campaign chose its own, unless a ring group is your default. See The default.
Open Campaign line in the sidebar.
Select the Calls and texts tab.
In Calls, find Send callbacks to and select Edit.
Type a Canadian phone that someone answers, like your sales desk or BDC.
Select Save.
What you see
Send callbacks to shows the number. Under it, Test call offers Send a test call.
Leave the field empty and a caller hears a short message instead. On Your line, Change in the Callbacks ring column opens this same setting. When a ring group is your default, that column shows the group, with "Your default ring group", and Change opens the Callbacks tab.
Pick a phone for one campaign
In the campaign builder, beside the follow-up text:
Choose under Callbacks ring: a ring group, or one phone. Campaign line is the number customers see and call; a call to it rings what you chose here.
The list holds your Ring groups first, then your callback numbers under One phone, with the default chosen. Add a new number… adds a phone for this campaign, and Make a ring group… opens the ring group setup in a new tab. An admin saves it to the list with Save and use it; a member uses it for this campaign only with Use it. Cancel leaves the campaign as it was, its ring group included. Your campaign line's own number is refused here: "That's your campaign line. Callbacks need another phone." See Build a campaign.
Change the phone on a campaign that has not finished
Open the campaign's page.
Scroll to Details, at the foot of the page. It is open when the page loads; select Details to fold it or open it again.
Find Callbacks ring and select Change.
Choose a ring group or one phone in Ring these phones.
Select Save.
What you see
a note that this campaign's callbacks now ring what you chose. Callbacks ring shows it: a phone with its label and whether it is your default, or a ring group with its phones and how they ring.
The change applies from the next call on: "From the next call on. Calls to your campaign line show the contact's own number." Change shows from review until the campaign finishes sending. A finished campaign keeps ringing the phone it went out with, and its Callbacks ring has no Change.
The number you signed up with
In the setup's How we reach you step, you give a phone number. While your callback list is empty, that phone becomes your first callback number and the default, unless your campaign line already rings a phone of its own. After that, your mobile and your callback numbers are separate: changing one never changes the other. See Your profile and your store's details.
Good to know
If your line's calls ring through a phone setup managed outside the dashboard, the list says so: "Your callbacks ring through a phone setup that's managed outside the dashboard, so changes here don't change which phones ring. To change who answers, talk to the team behind The Call Guy." On a campaign's page, Callbacks ring then reads Your own phone setup, "Managed outside the dashboard".
A callback can ring one phone, or a ring group: several phones at once or one after another, where the first person to press 1 takes the call. See One phone, or a ring group.
Related
Last updated October 21, 2026
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