When no agents are available, a visitor can leave their phone number instead of waiting. CornerSpot captures the request as a callback — their name, number, an optional preferred time window, and a note — and the conversation lands in your Live Chat Inbox so you can return the call when you're back. This is how you make sure a lead that arrives outside staffed hours never slips through.
How callbacks work in CornerSpot Live Chat
When the callback form is enabled and your team is offline, the chat widget lets a visitor leave their details rather than message into an empty queue. They fill in:
- Name — who to ask for.
- Phone number — the number to call back.
- Preferred time window (optional) — when they'd like to hear from you.
- Note (optional) — a short message about what they need.
The request then appears against their conversation with a “Pending” badge, ready for an agent to follow up.
Following up on a callback
The visitor's conversation arrives in your Live Chat Inbox at /dashboard/chat/inbox just like any other chat. Open it to see what they asked for and the contact details you need to call them back.
1. Find the conversation in your inbox
Open the Live Chat Inbox and look for the conversation. You can use the “Search conversations…” box or the queue and status filters to narrow things down, then click the row to open it.
2. Open the conversation to read the request
Inside the conversation you'll see the visitor's message explaining that they reached out while your team was offline and would like a call back.
3. Get their contact details from the Customer sidebar
The “Customer” sidebar beside the conversation carries the details you need to follow up — the visitor's name, an email shortcut when known, and the rest of their profile. This is your jumping-off point for returning the call.
Reading the callback card
The callback request is shown on a callback card tied to the conversation. It lays out everything you need to handle the request at a glance:
- Visitor name — who left the request.
- Click-to-call phone number — a tappable
tel:link, so on a phone or softphone you can dial straight from the card. - Preferred window — the time the visitor said they'd like to hear from you (when they gave one).
- Note — the short message they left about what they need.
- “Requested {date}” — when the callback came in.
- A “Pending” status badge while it's still open.
Marking a callback resolved
Once you've returned the call, click “Mark resolved” on the callback card. The badge switches from “Pending” to “Resolved,” so your team can tell at a glance which requests have been handled and which still need a call.
Good to know
- Callbacks capture after-hours leads. When no one is available to chat live, the callback form lets a visitor leave their number instead of giving up — so an interested customer who arrives outside staffed hours isn't lost.
- The number is one tap away. The phone link on the callback card is a click-to-call
tel:link, so you can dial it directly from the request. - Resolve when you've followed up. Marking a callback resolved keeps your queue tidy and tells teammates the lead has been handled.