Automate Inquiry Callbacks
Use the Inquiry Callback Pulse to have an AI employee call members back with your verified answer.
An inquiry callback leverages a dedicated AI employee to call the member back on your behalf once you've provided a verified answer to their question.
You can configure a specific Inquiry Callback Pulse to define how careCycle attempts to reach the member with the answer, including retry cadences, SMS follow-ups, and fallback behavior.
How It Works
- You resolve an inquiry in your inbox by typing or paraphrasing the answer.
- careCycle dispatches a dedicated AI employee to call the member and deliver that answer.
- The Pulse controls how many attempts are made, when to send SMS, and what to do if the member doesn't answer (e.g. schedule an appointment or leave for later).
Configuring this Pulse lets you balance speed-to-answer with contact rate (retries, SMS, and fallbacks) so members get answers without overwhelming them.
Customize the Callback Workflow
The callback cadence is a real Pulse workflow, edited at Inquiries > Inquiry Callback Workflow. It works like any campaign Pulse (call steps, waits, loops, SMS) with one difference: the outcomes are inquiry-specific. You route on No Contact, Inquiry Resolved, and Inquiry Unresolved, and the Inquiry Raised outcome is handled automatically, so you never route it. A typical shape: call, on No Contact wait and retry a few times with an SMS nudge, exit success on Inquiry Resolved, and exit to your team's queue on Inquiry Unresolved.
There is one callback workflow for your whole organization, so tune it once and every AI callback follows it.