When a call arrives outside your campaign's configured business hours, SureConnect does not drop the caller silently. Instead, it captures the lead as a callback so your team can follow up during business hours.
What happens to after-hours calls
- The caller dials your tracking number.
- SureConnect checks the current time against the campaign's business hours (timezone-aware).
- If the call is outside hours, SureConnect creates a Call record with the reason "after_hours".
- A Callback record is created automatically with the caller's phone number, state, and category.
- The caller hears a message: "We have your information and will call you back shortly."
- The call ends.
Why capture after-hours calls
Ad platforms like Facebook and Google do not stop campaigns instantly when paused. Calls can continue to come in for minutes or even hours after you turn off an ad set. Rather than losing these leads, SureConnect captures them as callbacks so no lead is wasted.
Managing callbacks
After-hours callbacks appear on the Callbacks page in the admin dashboard. You can assign them to specific agents or let agents claim them from the agent dashboard. Callbacks include the caller's phone number, state, and any category information from their interaction.
Set up Discord alerts to get notified in real time when callbacks are created — including after-hours callbacks.