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

# Callback requests

> Let website visitors ask your hosted agent to call them back. They type their phone number into the widget, and the agent calls them within moments.

Some visitors would rather pick up the phone than talk through the browser. With callbacks
on, the web widget shows a short form: the visitor types their phone number, ticks a consent
sentence, and your agent calls them right away from your KugelAudio number.

<Note>
  Callbacks come with every paid plan. They are not part of the Free plan.
</Note>

## What you need

- An agent with a [web widget](/hosted-agents/web-widget).
- A [number bought through KugelAudio](/hosted-agents/phone-numbers#buy-a-number) and routed
  to the same agent. It is the number the visitor sees, and calling it back reaches the same
  agent. Numbers from your own Twilio or Telnyx account and the shared test line cannot be
  the caller ID.

## Set it up

<Steps>
  <Step title="Turn callbacks on">
    Open your agent in the dashboard, go to **Phone & web**, open the website widget and
    choose **Set up** next to **Callbacks are off**. Turn callbacks on, pick the number
    visitors see, the countries the agent may call, and how many requests a day the widget
    takes.
  </Step>
  <Step title="Copy the new code">
    The code under the preview now has `data-mode="both"` and a `data-turnstile-sitekey`.
    Replace the code on your pages with it. `both` shows the call button and the callback
    form; `callback` shows only the form.
  </Step>
  <Step title="Greet like a caller">
    The agent's first words on a callback reach someone who asked for the call. Say who is
    calling and why, as in the next section.
  </Step>
</Steps>

```html
<script src="https://cdn.kugelaudio.com/widget/v1/widget.js"
  data-agent="YOUR_WIDGET_ID"
  data-mode="both"
  data-turnstile-sitekey="YOUR_SITE_KEY"
  async></script>
```

Copy the code from the dashboard rather than from this page: it carries your widget's id and
site key.

## Tell a callback from an incoming call

The agent reads `call.direction`: `outbound` when it is calling the visitor back, `inbound`
for every other call. Open a callback by saying who is calling, that the visitor asked for
the call, and that they are speaking with an AI:

```tsx
import { Text, useAgentInfo } from "curb";

export function CallbackGreeting() {
  const direction = useAgentInfo((info) => info["call.direction"]);
  return direction === "outbound" ? (
    <Text>
      You are calling the visitor back because they asked for a call on the website. Open
      with: "Hallo, hier ist die digitale Assistenz von Example. Sie hatten gerade einen
      Rückruf angefordert." Then help with their question.
    </Text>
  ) : null;
}
```

Render `<CallbackGreeting />` inside `<Agent>` in `src/agent/agent.tsx`, after
`<SystemPrompt>`. The widget's context reaches a callback too, so `useClient()` reads the
same keys as on a browser call (see
[Tell the agent where a call comes from](/hosted-agents/web-widget#tell-the-agent-where-a-call-comes-from)).

## What the visitor sees

After sending the form, the widget says that the call is on its way, and then whether it
connected. If nobody answers or the line is busy, the agent tries once more after two
minutes. When that call is not answered either, the widget says so, and in `both` mode it
offers the browser call instead.

## Consent and limits

- **Consent.** The visitor ticks a sentence saying they agree to be called now by an AI
  assistant. The widget has a default in German and English; set your own with
  `data-callback-consent`. The exact sentence the visitor ticked is stored with the request.
- **Who can be called.** Only numbers in the countries you picked (Germany, Austria and
  Switzerland are available). Premium-rate and special-service numbers are refused.
- **How often.** A visitor who presses the button again while their call is still on its
  way gets that same call, not a second one. Your widget calls one number at most three
  times in 24 hours, so a visitor whose call dropped can ask again, and one number gets at
  most ten callbacks a day from all KugelAudio customers together. Your daily limit (500
  by default, up to 5,000) caps all requests through your widget.
- **Spam protection.** The form runs a Cloudflare Turnstile check before anything is sent.

The visitor sees a short message when a request is refused, for example when their number
was already called today.

## Costs

A callback counts against your plan's agent minutes like any other call. Calls to the
countries above carry no separate carrier charge.

## Next steps

- [Web widget](/hosted-agents/web-widget) for the widget's other options.
- [Recipes](/hosted-agents/recipes) for the event and channel patterns that work with
  callbacks too.