How to reply when a customer asks for a callback
"Can you call me?" is one of the most common messages a small business gets, and one of the easiest to get wrong. If you call straight away, you might catch them at a bad moment. If you leave it, they assume you are not interested. Sometimes the question could be answered in the chat in a minute, and sometimes a call really is the best way. This guide explains how to tell which is which, gives replies you can adapt, walks through a worked example, and shows how an AI agent can book the callback so you call at a time that suits you both.
The short answer
Reply in the chat quickly, offer to answer there if it is simple, and otherwise agree a specific time for the call. Confirm the number, say who will call, and then call when you said you would. A callback with no time agreed is a promise that is easy to break.
Replies you can adapt
Change the details to match your business. Names, prices and times are examples.
| When | Reply |
|---|---|
| First reply | Of course, happy to call you. Is now a good time, or would later today be better? I am free at 2pm or 4.30pm. |
| A simple question you can answer in the chat | Happy to call if you prefer, but I can answer here too: yes, we can replace the screen on that model, it is £89 and takes about an hour. Would you still like a call? |
| Confirming the time | Great, I will call you at 4.30pm today on the number you are messaging from. It will be Dan from the shop. |
| You need their number | Of course. Could you send the best number to reach you, and a time that suits you today or tomorrow? |
| Out of hours | Thanks for your message. We are closed now, but I can call you tomorrow at 9.30am or 12pm. Which suits you better? |
| You are running late for the call | Sorry, I am running about 15 minutes behind. I will call you at 4.45pm. I hope that is still all right. |
| You called and they did not answer | I tried calling you at 4.30pm but could not get through. When would be a better time to try again? |
| After the call | Thanks for the chat. As discussed: survey on Tuesday at 10am, and I will send the written quote by Thursday. |
| You do not offer calls | We do not take calls at the moment, but I can help fully here, and quickly. What would you like to know? |
What to avoid
- Saying "I will call you later" without a time. "Later" means different things to different people.
- Calling straight away without asking. Many people message because they cannot talk right now.
- Forgetting to call. A missed callback feels worse than a slow reply.
- Calling from a withheld number. Many people do not answer them.
- Ending the call without writing down what was agreed.
What to tell your AI agent
- Tell it to offer to answer simple questions in the chat, and to book a callback when the customer still prefers one.
- Give it the times you are free for calls each day, and tell it to offer two of them.
- Tell it to confirm the number and the name of the person who will call.
- Tell it to hand the chat to a person once a callback is booked, with the time and topic.
- Tell it never to promise a call in the next few minutes unless someone is definitely free.
When a person should take over
- The call itself. Spaces handles messages, not phone calls.
- Callbacks about complaints, refunds or anything sensitive.
- Customers who say the matter is urgent.
Why people ask for a callback
People ask for a call for different reasons. Some find it easier to explain things out loud. Some have a complicated job and want to talk it through. Some want reassurance that there is a real person behind the business. And some simply do not like typing.
Knowing the reason helps you reply. If the question is simple, you can offer the answer in the chat and still offer the call. If the job is complicated or personal, a call is often the quickest way to a decision, and it is worth booking properly.
When to call and when to answer in the chat
| Answer in the chat when | Book a call when |
|---|---|
| The question has a short, factual answer. | The job needs several details talked through. |
| The customer needs a price, a time or an address in writing. | The customer is anxious or upset and needs reassurance. |
| You are busy and a call would mean a long wait. | There is a decision to make with options to compare. |
| The customer seems happy to keep messaging. | The customer has asked twice, or says they prefer to talk. |
Always offer, rather than refuse. "I can answer here, or call you if you prefer" respects the customer's choice and often saves you both time.
A worked example
This WhatsApp conversation is for a small building firm. The AI agent books the callback from the owner's free times and hands the chat to the owner. Names and details are examples.
| Who | Message |
|---|---|
| Customer, 10.12am | Hi, we are thinking about a kitchen extension. Can someone call me? |
| Business, 10.13am | Hi, thanks for getting in touch. Happy to arrange a call with Ravi, who runs our extensions. He is free today at 1pm or tomorrow at 9am. Which suits you? |
| Customer, 10.20am | Tomorrow at 9 please |
| Business, 10.21am | Lovely. Ravi will call you tomorrow at 9am on this number. To help him prepare, roughly how big is the space you are thinking of? |
| Customer, 10.25am | About 4 by 3 metres, back of a semi-detached house |
| Business, 10.26am | Thank you. Ravi will call at 9am tomorrow. Speak then! |
| Ravi, next day 9.40am | Thanks for the chat. As agreed, I will visit on Thursday at 4pm to measure up, and send the quote the following week. |
The agent did not try to discuss the extension itself. It booked a clear time, collected one useful detail and handed over. Ravi then wrote down what was agreed in the same chat.
Notes to give your AI agent
Callback requests
If the question is simple and in our FAQ, answer it, then offer: "Would you still like a call?"
To book a callback:
1. Offer two times from today's call slots.
2. Confirm the number (the WhatsApp number they are messaging from, unless they give another).
3. Say who will call: Ravi for extensions, Sara for everything else.
4. Ask one question to help the caller prepare.
5. Hand the chat to a person with the time, number and topic.
Never promise a call "now" or "in a few minutes" unless today's note says someone is free.
Urgent requests, such as a leak or a safety problem: hand to a person straight away.Spaces connects your messaging accounts to your AI agent. It does not make or receive phone calls, so the call itself is always made by a person on your team. Handing the chat over keeps the agent out of that conversation until you hand it back, and a routine can email you a summary of unread chats if you want a reminder.
Make the call count
- Call on time, from a number the customer will recognise or that you have told them about.
- Read the chat before you call, so you do not ask questions they have already answered.
- Start by saying who you are and why you are calling: "Hi, it is Ravi from the builders, calling about your extension."
- Agree a next step before you hang up.
- Send a short message afterwards with what was agreed, in the same chat. It gives the customer something to refer back to.
Sum up and next step
Reply quickly, offer to answer in the chat when it is simple, and otherwise agree a specific time, a number and a name for the call. Call when you said you would, and write down what was agreed afterwards.
With Spaces, your AI agent can book callbacks in your own WhatsApp, Instagram and Messenger chats and hand them to the right person, so no callback request is forgotten in a busy day.
Pricing
FAQ
Should I call a customer straight away when they ask?
Ask first. Many people message because they cannot talk at that moment. Offering two times lets them choose, and you avoid calling when they are busy.
What if I do not want to take calls?
That is fine for many businesses. Say so kindly and show that you can help fully in the chat. Most customers are happy as long as the replies are quick and clear.
Can an AI agent make the call?
Spaces handles messages, not phone calls. Your AI agent can book the callback and pass it to a person, and the person makes the call.
What if they do not answer when I call?
Send a short message straight away saying you tried, and ask when would be better. Do not keep calling again and again.
Should I follow up a call in writing?
Yes. A short message with what was agreed, such as a visit date or a price, prevents misunderstandings and gives the customer something to look back at.
How quickly should a callback happen?
The same day if you can, and always at the time you agreed. If you are running late, message before the agreed time rather than after.
What if a callback request is urgent?
Treat anything to do with safety, a leak or a medical worry as urgent and pass it to a person straight away. Tell your AI agent which words to look out for.
Can the agent remind me about callbacks?
Your agent can hand each booked callback to a person with the time and topic. In Spaces, a routine can also email you a summary of unread chats, which works well as a daily reminder.