What is Auto Followup call feature?

What is Auto Followup call feature?

Quick Answer

Auto Followup is a MyOperator callback feature that automatically bridges an agent and the customer after every incoming missed call or voicemail, eliminating the need for the agent to manually dial back.

Overview

• Automatically connects an agent (inside or outside the department) with the customer.
• Currently restricted to two call types: incoming missed calls and voicemails.
• Designed for time-sensitive environments such as banking or hospitals where immediate response is critical.

How Auto Followup Works

1. A customer call is missed on the IVR or the caller leaves a voicemail.
2. The system instantly creates an auto follow-up task.
3. At the configured time, an outbound leg dials the agent who was involved in the original call.
4. As soon as the agent answers, MyOperator bridges the customer’s number, completing the callback without manual intervention.

Settings and Configuration Options

  • Fallback Agent: Used when a call is missed on the IVR without a designated agent. You can nominate a fallback agent; every such call is routed to this person.
  • Callback Time: Delay (in seconds) before the system initiates the outbound call to the agent.
  • Start Time, End Time & Days: Auto Followup will only execute within these business hours. Example—If office hours are 09:00–19:00, Monday–Friday, and a call arrives at 20:00 on Saturday, the system automatically schedules the callback for 09:00 Monday.

Eligibility and Requirements

You must have the OBD v2 module enabled on your MyOperator account to use Auto Followup.

Activation Process

Raise a Jira request to the MyOperator team including every field below:

BAN
Fallback Agent
Callback after (in seconds)
Start time
End Time
Days

Toll Free Compatibility

Auto Followup works on both Toll Free and Non-Toll Free numbers with no additional changes required.

Limitations

• Feature is confined to incoming missed calls and voicemails.
• Requires OBD v2; accounts without it cannot enable Auto Followup.

Keywords

auto followup, automatic callback, missed call, voicemail, fallback agent, OBD v2, MyOperator, toll free, business hours, Jira request