We’re excited to announce a new feature that makes the Gorgias Voice experience even more flexible — customers can now request a callback while waiting!

What’s new

When customers call your support line, they can now press * to request a callback instead of waiting on hold. Then, the call ends and a callback request ticket is created and assigned to your team — no manual tracking needed.

This means fewer frustrated customers, better team workflows, and a more delightful support experience overall.

How it works

• Customers hear a customizable message offering them the option to request a callback.

• If they press *, they’ll hear a confirmation message and optionally leave a voicemail.

• A callback request ticket is created and assigned to the right team.

• The ticket includes the call for which a callback was requested and a voicemail transcript (if applicable).

• Agents can easily see and follow up on callback tickets — filtering with the ticket field “Call status”.

• Agents can keep track of all the callback requests in the analytics page.

Callback requests are available now to all Gorgias Voice customers, you can enable the feature in your Voice integration settings 🎉