> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyzl.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# When a member calls back

> When a member calls your recovery number back, a hyzl AI receptionist answers and texts them their offer.

<Note>
  This is rolling out to a few accounts at a time. The hyzl team turns it on
  for you. There is no self-serve setup yet. Everything else in Revenue Recovery
  works exactly as described in these docs. That is true whether or not it is
  turned on for you.
</Note>

When it is turned on, a hyzl AI receptionist answers the callback number on your [voicemails](/docs/revenue-recovery/the-call/voicemail) and [offer texts](/docs/revenue-recovery/the-call/offer-texts). The number no longer rings straight through. If a member who was in a win-back workflow calls it back:

* The receptionist recognizes them by the number they are calling from and confirms who they are speaking with. If that member has a win-back offer waiting, it **texts them their personal offer link right there on the call**. That is the same secure link they would get after a recovery call. It also says the discount out loud, so they know what is on the way.
* The receptionist cannot always match the caller to an offer. They may call from a different number, or withhold their caller ID. They may also never have been in a workflow. It then says it could not find their details. It offers to schedule a quick call with your team instead.

## See callbacks in your dashboard

Every callback from someone in a recovery workflow lands on their row in the [Activity log](/docs/revenue-recovery/analytics/activity-log). A phone marker sits beside their outcome. A **Called back** filter shows just those members. Open the row and you can play the callback and read its transcript, alongside the outbound call.

Some callers do not match anyone in your recovery list. hyzl lists them separately underneath the table. A member calling from a number you do not have on file is therefore not lost.

Where it is set up, the offer text comes **from your recovery number**. It then arrives from the same number the member just dialed. Otherwise it comes from a hyzl messaging number.

hyzl texts only the person calling about their own account, at most one offer link per call. STOP opt-outs are honored automatically, exactly like every other offer text.