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Product · Callback queue

Can’t confirm it? Someone owns it.

The callback queue is where every request Notaray can’t confirm will land, with a named owner, a deadline and the original request. Your team follows up with context instead of digging through voicemail and guessing what happened.

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Follow-ups

2 open
  • Service visit, Tue 2:30 PMSlot taken before the writeDue today 4:00 PM
  • Estimate, next weekAsked to talk to a personDue tomorrow 10:00 AM

Service visit, Tue 2:30 PM

Needs a person
Why a person
Slot taken before the write
Owner
Front desk
Deadline
Due today 4:00 PM

What the caller asked

“Can I get Tuesday at 2:30 for a service visit? The back door lock is stuck.”

Suggested next step

Call back and offer Tuesday 3:30 PM or Wednesday 9:00 AM

Mark as called

Activity

  1. 8:29 AM · Request understood
  2. 8:30 AM · Slot taken before the write, nothing booked
  3. 8:30 AM · Assigned to Front desk, due 4:00 PM
Illustrative workflow

Rules behind the queue

  • Notaray is built so that a booking it cannot confirm becomes a callback with an owner and a deadline.

  • Notaray is built so that an uncertain result goes to a named person with a deadline.

What every item carries

  • A named owner, not a shared inbox
  • A deadline for the follow-up
  • The original request, in the caller’s terms
  • What was tried and where the result was unclear
  • A history of what people did next

Where the queue fits

The fourth panel is the queue item. It appears when the calendar does not confirm the booking.

  1. What the caller heard

    “I’ve asked for Tuesday at 2:30 PM. I’ll confirm as soon as the calendar shows it.”

    Requested

  2. What the calendar shows

    Tuesday

    • 1:00 PM
    • 2:30 PMService visit
    • 4:00 PM

    Verified in calendar

  3. The receipt

    Requested
    Service visit, Tuesday 2:30 PM
    Calendar checked
    The slot was free
    Written
    Event ID returned by the calendar
    Read back
    Matches the request

    Confirmed

  4. Owner, if pending

    Shown when the calendar does not confirm the booking.

    Owner
    Front desk
    Deadline
    Today, 4:00 PM
    Original request
    Service visit, Tuesday 2:30 PM

    Needs follow-up

Illustrative workflow

Not another voicemail pile

Every item is there to be finished by a person, against a deadline everyone can see.

A person completing an item does not turn it into a confirmed booking by itself. Confirmation still depends on the calendar.

Who calls back today?

Design partners tell us who picks up a request that fell through and what they need in front of them.

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