When a caller has a hidden/private number, Intercom Phone cannot receive the caller ID and therefore has no phone number available for a callback.
Today, these callers can still be presented with the option to request a callback, even though the callback cannot be completed. This creates a confusing customer experience and may lead customers to believe they will receive a callback that is technically impossible.
I would like to suggest adding a condition/check before the queue-or-callback choice is presented. If no caller ID is available (anonymous/private number), the callback option should automatically be hidden and the caller should only be offered the option to remain in the queue.
This would help avoid failed callback requests, reduce customer confusion, and create a more intuitive phone experience.
Prevent callback option for anonymous callers
+3
+2- Intercom Team
Hello Tonje!
Yep, for now sadly, a callback option can't work for anonymous callers since there's no phone number to call back to. But this is largely because Intercom does accept anonymous inbound calls, even though the workflow doesn't automatically suppress the callback step when caller ID is missing, which is where the confusing experience comes from I would imagine!
There's no built-in condition for this today, but I can think of a workaround you could try, which would be to in your phone workflow, add a branch before the queue-or-callback step that checks whether the contact's Phone attribute is known. If it's empty/unknown, route those callers straight to the queue and skip the callback option. That way anonymous callers only see what actually works for them!
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