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Request a callback in Messenger?

  • February 26, 2026
  • 1 reply
  • 36 views
A

Simply put with Intercom how can you create a method for a visitor to make a callback request?

I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?


Thanks in advanced :)

Best answer by Dara K

Hey ​@Alex King 

You can do this in Messenger with a simple Workflow:

  • Trigger: When a customer starts a conversation (channel: Messenger).
  • Collect details:
    • Collect data → Phone number (validate E.164) and “Best time to call”.
  • Create the callback task:
    • Set ticket fields (or create a Ticket) with type “Callback request” and include the collected fields; optionally tag “callback_request”.
  • Confirm to the visitor:
    • Send a confirmation message with the expected timeframe and your opening hours.
  • Route (optional):
    • Assign to a “Callbacks” team/view or notify a Slack channel.
Help me, help you!

    1 reply

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    Intercom Team
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    • Dara KIntercom Team
    • Intercom Team
    • Answer
    • March 6, 2026

    Hey ​@Alex King 

    You can do this in Messenger with a simple Workflow:

    • Trigger: When a customer starts a conversation (channel: Messenger).
    • Collect details:
      • Collect data → Phone number (validate E.164) and “Best time to call”.
    • Create the callback task:
      • Set ticket fields (or create a Ticket) with type “Callback request” and include the collected fields; optionally tag “callback_request”.
    • Confirm to the visitor:
      • Send a confirmation message with the expected timeframe and your opening hours.
    • Route (optional):
      • Assign to a “Callbacks” team/view or notify a Slack channel.
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