Communication

How to Prepare for Customer Callbacks Using the Inbox

Prepare for customer callbacks using Local Business Pro inbox. Review conversation history, notes, and appointments before calling back.

beginner 4 min read inbox callbacks preparation customer-service
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Quick Answer: Before calling a customer back, open their conversation in the inbox, review recent messages, check the Notes tab for context, and view the Appointments tab for scheduled work.

What You'll Learn

Being prepared for callbacks makes customers feel valued and improves call outcomes. The inbox gives you all the context you need before picking up the phone.

Callback Preparation Checklist

  1. Navigate to Conversations > Inbox
  2. Search for the customer by name or phone number
  3. Click to load their conversation history
  4. Review recent messages to understand why they contacted you
  5. Click the Notes tab to see any team notes about this customer
  6. Click the Appointments tab to check for scheduled or past appointments
  7. Click on any AI conversation to see the transcript
  8. Gather any information you may need to discuss
  9. Make the call, referencing the details you've reviewed

After the Callback

  • Add a note summarizing what was discussed
  • Update any relevant information in their contact record
  • Schedule any follow-up appointments needed
  • Unstar the contact if the follow-up is complete

Frequently Asked Questions

Q: How do I know what the AI told the customer?
A: Click on the AI conversation bubble to open the detail drawer and read the full transcript of what was discussed.

Q: Should I mention that I reviewed their history?
A: Yes! Customers appreciate when you're prepared. Something like "I see you called about your AC earlier..." shows you care.