Follow up callback requests and voicemail
A caller who asks for a callback or leaves a voicemail lands on Aranacaklar. Assign the topic, play the message with Dinle and mark the result.
A caller who presses the callback key in the phone menu, a caller whose queue wait runs out and who leaves a voicemail, and, if the menu is set that way, a caller whose key target does not answer all land on the Aranacaklar list. Every request belongs to a topic, and the admin chooses which agents see each topic. On a voicemail row, Dinle opens the message. A request that is called back through the PBX and answered turns to Arandı on its own; agents mark the other outcomes.
Before you start
- A key connected to Geri arama talebi al in the phone menu, or Sesli mesaj al chosen as the queue's Süre dolunca target
- A firm admin user to assign topics to people
Step by step
These screens sit inside the Intent AI section. Sign in, open Intent AI; the menu names below are in that section's left menu.
Open a path for requests
On the Telefon menüsü page, connect a key to Geri arama talebi al. For voicemail, in Kuyruklar press Değiştir in the queue's Süre dolunca column and choose Sesli mesaj al.
Assign topics to people
Open the Intent AI section, then pick Aranacaklar in its left menu. In Konular ve görecek kişiler, tick the people who should see each topic and press Kaydet.
Watch the requests
New requests show under the Bekliyor filter. On a row in the Sesli mesaj topic, press Dinle to open the message.
Mark the result
Call the customer with Ara, then mark the row Arandı or Ulaşılamadı. A callback made through the PBX and answered marks the row Arandı on its own.
Result checkIf it did not work
Check these
- If you see "Size atanmış bir konu yok.", your admin has not added you to a topic yet. Requests in a topic assigned to nobody are visible only to admins.
- If you see "Henüz geri arama tuşu yok…", set up a key connected to Geri arama talebi al in the phone menu.
- The Ara button opens your device's calling app. A call made that way does not close the row by itself; mark it Arandı or Ulaşılamadı by hand.
- Voicemail does not arrive by e-mail; it is played in Aranacaklar. Only admins and agents assigned to the Sesli mesaj topic can open it, and a message is at most 2 minutes long.
Does this step look different in your panel?
We can review the screen and exact error text together.
This guide was checked against the product UI and code inventory on 5 October 2026.
