Where do callbacks come from?

Mostly auto-created when you set a callback date on a lead or file (Quick Add modal, Lead Detail, File Detail). You can also create a callback directly from this board with **Add Callback**. The system schedules a Callback task on the assignee's My Tasks board for the callback time.

What's the difference between "Missed" and "Overdue"?

Overdue means the callback time has passed but no action was taken yet. Missed means you explicitly marked the callback as missed (customer didn't pick up, busy, etc.) — Missed is an outcome, Overdue is a state.

How does Reschedule work?

Click **Reschedule** on a row, pick a new date/time, optionally add a note. The original callback row stays for audit (status = Rescheduled); a fresh callback row is created with the new date and lands in Pending.

Can callbacks be assigned to someone else?

Yes — by default a callback inherits the assignee of the lead/file. Open the callback row's actions menu to reassign to another user. The new assignee gets the My Tasks entry.

Callbacks — SigmaDSA Help

The Callbacks board in SigmaDSA — scheduled customer call-backs, filtered by status (Pending, Overdue, Rescheduled, Completed) and loan type. Mark Complete, Reschedule, or Mark Missed inline.

The Callbacks board is your team's scheduled call-back queue — every customer call you owe, with date/time, assigned user, and one-click resolution. Counters at the top show the volume in each status, loan-type tabs split the queue by product, and per-row actions let you complete, reschedule, or mark missed without opening the record.

Callbacks board with Add Callback button, loan-type tabs, status counters, filters, and the callback table highlighted — The Callbacks board: (1) Add Callback, (2) loan-type tabs, (3) status counters, (4) filter row, (5) callback table with row actions.

What's on the page

Add Callback button — manually create a callback for any lead or file.
Loan-type tab strip — All / Business Loans / Personal Loans / Home Loans / Mortgage Loans / Car Loans. Filters the list by product.
Status counters — All Callbacks / Pending / Overdue / Rescheduled / Completed. Click any to filter.
Filter row — Loan Type dropdown, Status dropdown, plus Search + Reset. Use to narrow by lender, assigned user, etc.
Callback table — one row per callback with the columns below.

Table columns

Column	What it shows
Callback ID	System-generated identifier `CB-YYYY-NNNNN`.
Business Name	For business loans — the firm's name.
Contact Person	The person to call back.
Phone	Click-to-call.
Callback Date	Scheduled date + time.
Assigned To	The user expected to make the call.
Status	Pending / In Progress / Completed / Missed / Rescheduled / Cancelled.
Actions	Mark Complete, Reschedule, Mark Missed (inline).

How callbacks get created

Trigger	What happens
Quick Add lead with a callback date	A callback row is created at the chosen time.
Lead Detail → set callback date	Same — auto-created.
File Detail → "Add Callback" via Actions	Created at the chosen time.
Add Callback button on this page	Fully manual — pick the lead/file, set date, save.
Reschedule an existing callback	Original marked Rescheduled, new row created.

Inline row actions

Action	When to use
Mark Complete	You made the call and reached the customer — captures the outcome.
Reschedule	Customer asked to call back later, or you couldn't make the call. Pick a new date/time + reason.
Mark Missed	Customer didn't pick up / line busy / wrong number.

Common flows

Start of shift → filter to Pending + your name → sort by Callback Date → call top-down.
Bulk reschedule at end of day — anything not done becomes overdue; either reschedule each or let them flow into the Overdue bucket overnight.
Conversion — when a callback turns into a quote, the linked lead's stage updates; the callback gets Mark Complete with outcome notes.

Permissions

Callbacks inherit access from the linked lead/file. If you can see the lead, you can see (and act on) its callbacks. Tenant admins can override per-role under Admin → Roles.

Callbacks