Automate Inquiry Callbacks

An inquiry callback is when an AI employee calls a member back for you, once you've given it the answer to their question. You do the thinking, the AI does the dialing.

How It Works

1. You resolve an inquiry in your Inbox by typing (or paraphrasing) the answer and picking AI Callback.
2. careCycle sends an AI employee to call the member and give them your answer.
3. Your callback workflow decides how many times it tries, when it texts, and what happens if the member never picks up.

The name of the game is balance: get members their answer fast, without blowing up their phone.

Customize the Callback Workflow

The callback cadence is a real Pulse (the cadence of calls and texts). Find it on the Inquiries page under the Callback Workflow tab. It's named Inquiry Callback Workflow by default. You need permission to view campaigns to see the tab, and to edit campaigns to change it.

It works like any campaign Pulse (call steps, waits, loops, texts) with one difference: the outcomes are inquiry-specific. You route on No Contact, Inquiry Resolved, and Inquiry Unresolved. The Inquiry Raised outcome is handled for you, so you never route it.

A typical setup looks like this: call, and on No Contact, wait and try again a few times with a text nudge. Exit as a success on Inquiry Resolved, and send it back to your team on Inquiry Unresolved.

There's one callback workflow for your whole organization, so tune it once and every AI callback follows it.

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