Callback requested.
The customer asks to be contacted again at a particular time, or after they check on something, and expects the store to make the next move.
"Can you call me after five? I'm on the floor at work until then."
What it sounds like. Synthetic example.Why it matters
A requested callback is the easiest commitment in the store to keep and one of the most commonly broken, because it depends on a rep remembering something at the end of a busy shift. The customer has already agreed to a second conversation, which is more than most leads ever give you. When the call does not come, they do not complain, they simply take the next conversation somewhere else.
What to do next
Put the exact time in the CRM while the customer is still on the line, say it back to them so they hear the commitment, and call inside the window rather than near it. If the window is missed, lead with a short apology and a reason worth answering for, such as the appraisal being ready or the unit being held, instead of opening with just following up.
How to coach it
Check yesterday's requested callbacks against the phone log before the one-on-one, then go through them together. The coaching is about logging, not memory, since nobody wins a busy Saturday on recall. Agree that the time goes into the CRM during the call, not after it.
In Pinpoint
Counted under Follow-up requests and plans with the moment marked where the customer asks to be contacted, which records the request rather than a completed callback.
Available today: call and text intelligence with cited investigation, per-rep review and proposed next steps. On the roadmap: CRM and email intelligence, AI roleplay training with direct feedback on the call, approved actions and end-to-end workflows, then inbound and outbound voice agents. Status as of September 20, 2026.
Questions about this signal
Does this show whether the callback happened?
No. It records that the customer asked to be contacted. Whether a call was returned is something the manager confirms in the record.
What if the customer asks for a vague time?
Pin it down before the call ends. Later today is not a plan, and after five today is.
Who should own the callback?
The person who took the call, by name, with a backup if they are off. Callbacks owned by the department are owned by nobody.
See how Pinpoint marks these moments on your own calls and texts.
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