# When someone calls your campaign number back

Source: https://dialmilo.com/help/when-players-call-back
Updated: 2026-10-21

What happens when a player returns a missed campaign call, and what anyone else who rings your campaign number hears.

People often call back a number that just rang them. When a player from one of your lists calls back, Milo picks up with that campaign's script, so the conversation continues where it left off. Anyone else hears a short, neutral line that lets them ask for a callback or ask not to be called again.

## Which number this applies to

This applies to a campaign's caller ID, the number your players see when Milo calls. If a campaign has no caller ID set, it uses your account's first active number.

## A player calling back

Milo matches the caller's number against your campaigns' recent outbound calls, including calls that went unanswered. If it finds the player and the campaign hasn't ended:

- Milo answers with that campaign's script, knowing the player is calling back.
- The outcome is saved on the player's campaign record, just like an outbound call.
- If the person turns out not to be the player, Milo doesn't mention your brand or the offer.

## Everyone else

Unknown numbers, players whose campaign has ended and numbers on your do-not-call list all hear a generic line:

> Hi, you've reached an AI assistant from Dial Milo. How can I help?

This line never names your business, brand or offer, and never says who called or why. It can do two things:

- **Take a callback request.** Milo asks for the caller's name and the best number to reach them on. With no number given, it uses the number they called from.
- **Take a do-not-call request.** The number goes straight onto your do-not-call list.

If the caller needs anything else, Milo points them to hello@dialmilo.com. These calls last at most five minutes.

The generic line is always in English. If someone speaks another language, Milo apologises and gives the support email instead.

## Where callback requests show up

A callback request appears under **Leads** with the topic "Callback request on the campaign number". It includes the caller's name, a short note and the number to call back. Like any lead, it's also sent to your connected Google Sheet and your lead webhook if you've set those up.

Milo saves a spoken callback number only if it's a complete, valid international number. If it can't make sense of what the caller said, it asks them to repeat it with the country code.