Resk Support

Phone numbers and outbound calls

Phone numbers and outbound calls

Quick answer - The phone number area shows the Resk number, forwarding status, and phone setup health. Outbound calls let staff or the AI call a customer back from Resk when that feature is enabled.

Use this guide when - Owners, managers, and staff who manage customer calls.

Before you start - Complete phone number and forwarding. Decide when Resk should call back and when a human should call.

Check phone number setup

  1. Open Agent.
  2. Open the Phone or Phone Numbers section.
  3. Confirm the Resk number belongs to the right business.
  4. Check setup warnings.
  5. Place a test call.
  6. Open Calls and confirm the test appears.

Phone numbers

Add a phone number

Phone number approval pending

Test forwarding

If you forward your existing business number:

  1. Call the old business number from a mobile phone.
  2. Confirm Resk answers.
  3. Ask a simple question.
  4. End the call.
  5. Open Calls.
  6. Confirm the call arrived in Resk.

If the call does not reach Resk, check forwarding with your phone provider.

Make an outbound call

  1. Open the customer, call, or follow-up that needs a callback.
  2. Choose Call or Outbound call.
  3. Confirm the destination number.
  4. Add a short reason or instruction if Resk asks for one.
  5. Start the call.
  6. Review the call record after it completes.
  7. Mark the related follow-up done if the customer issue is resolved.

Outbound call modal

When to use outbound calls

Use outbound calls when:

  • A customer requested a callback.
  • A booking, order, job, or invoice needs confirmation.
  • Staff want the call logged in Resk.
  • The AI has enough context for a simple follow-up.

Use a human instead when the customer is upset, payment-sensitive, legally sensitive, or asking for an exception.

If outbound calling is missing

  1. Check your role permissions.
  2. Check whether the feature is enabled for your account.
  3. Check whether the customer has a valid phone number.
  4. Ask an owner or Resk support if the button should be available.

Common mistakes

  • Calling from a personal phone when the conversation should be logged in Resk.
  • Calling an old number from a duplicate customer record.
  • Asking the AI to handle a sensitive refund, complaint, or payment exception.

Last updated: April 2026