Hello RingCX Product Team,

We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

The current message played is:

“Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

At present, this appears to be a feature limitation, as there is no option to:

Customize this message, or

Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

Feature request:
We are requesting the ability to either:

Configure a custom callback confirmation message, or

Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

Thank you for considering this request. We are happy to provide call samples or additional data if helpful.