Callback requests and taking messages
Not every question needs solving on the spot. With the Take a message capability, Cleo notes a message or callback request during the call — with name, number and topic — and queues it where you work: your inbox.
Before you start: enable the Take a message capability on your assistant (main menu
Assistant → Capabilities).What the caller notices
Cleo asks what a good colleague would ask: name, the best number to call back and what it's about. She summarizes at the end, so the caller knows the message landed well.
Where it ends up
In your inbox — Every callback request appears as an inbox item, with the call summary attached. Handled? Mark it done like any other item.
In the call history — The full call — transcript, summary and captured data — lives under
Settings → Phone → Call history with outcome "message taken".In the captured data — Name, number and topic are captured in a structured way. Want more fields (say a license plate or address)? Add them under
Voice settings → Appointments & transfers → Data capture.[ screenshot: Inbox with a callback request and the accompanying call summary ]
From message to task
If the Propose follow-up task capability is on, Cleo can propose a concrete follow-up after the call — say "send the price list to Mrs De Vries". Such a task never starts on its own: you approve it first from the call page or your inbox.
Common problems
Cleo doesn't offer a callback
Check that the Take a message capability is enabled on your assistant. Without it, Cleo wraps up the call without the message option.
The phone number in the request is wrong
Cleo normally repeats the number to confirm. Check the transcript for what was said; the original caller number always sits next to it in the call details.
Was this article helpful?