> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.confirm.global/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.confirm.global/_mcp/server. # Inbound Calls & Callbacks Candidates don't have to wait for CONFIRM to reach them. If they miss a call or get a voicemail, they can call the number back. The AI agent answers and handles the call based on where the candidate is in your process. ## How the agent recognizes a caller The agent looks up the caller by the phone number they're calling from and matches it to an application in your organization. > **Note** > > If a candidate calls from a different number than the one on their profile, the agent won't recognize them and treats them as an unknown caller. ## What the caller hears | Where the candidate is | What the agent does | | ------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Waiting for their screening call (**Screening**) | Runs the full screening on the spot: the same introduction, questions, and wrap-up as an outbound call. | | Applied, but not yet called | Recognizes them, confirms their application is in the system, and says your team will be in touch about next steps. It doesn't screen them on this call. | | Waiting to book an interview | Offers to help with scheduling. See [Requests the agent passes to your team](#requests-the-agent-passes-to-your-team). | | Interview booked | Offers to help with rescheduling. See [Requests the agent passes to your team](#requests-the-agent-passes-to-your-team). | | At a review step, assessment, background check, hire decision, or after an interview | Gives a short status update, such as "Your application is with our recruiting team now", and says your team will be in touch. It never shares a decision. | | Rejected or hired | Gives a neutral update. A rejected candidate hears there's no new update and that they're welcome to apply to future openings; a hired candidate hears that your team will be in touch about next steps. | | Applied to a job that's now closed | Tells them the position has been closed and thanks them for their interest. | | Not recognized | Says it couldn't find an application for that number, tells them about your open jobs, and takes their name, the job they're interested in, who referred them, and a callback number. | Candidates marked **Do Not Contact** or **Refused Recording** are treated as unknown callers. ## Requests the agent passes to your team When a caller asks to schedule, reschedule, or cancel an interview, or asks to be called back, and the agent can't take care of it on the call, it tells them it has passed the request to your team and that someone will reach out. CONFIRM records the request so it doesn't get lost: * **On the candidate's profile**: a banner such as "Asked to reschedule their interview", with anything the caller said about timing (for example, mentioned "next Tuesday") and when they called. Click **Mark handled** once you've followed up. * **On the Timeline tab**: an entry for the request, including what the caller said, and another when someone marks it handled. * **On the Dashboard**: the **Needs Attention** card shows a "caller requests to follow up" row. **Review** opens the matching candidates. * **In the Pending Callbacks quick filter** on the Candidates page, which lists candidates with an open request. * **By email**: the people on your Team Notifications list get an email, "An applicant called with a request", with a link to the candidate. Nothing happens automatically after that. CONFIRM doesn't book, move, or cancel the interview, and doesn't call the candidate back on its own. Follow up yourself, for example by sending a booking link or rescheduling from their profile, then click **Mark handled**. Requests stay open until someone does. ## Interrupted screenings If a screening call was cut off, for example because the candidate hung up or the call dropped, and the candidate calls back, the screening starts again from the beginning. Answers from the earlier call aren't carried over. ## What you see in the portal * **Calls tab**: inbound calls appear in the candidate's call history labeled **Inbound Call** or **Callback**, with the recording and transcript like any other call. * **Follow-ups stop**: once a candidate calls back after a voicemail, the scheduled voicemail re-calls stop. * **Status updates**: if the inbound call completes a screening, the candidate's status and results update exactly as they would after an outbound call. See [Reviewing Results](/screening/reviewing-results). * **Unknown callers** aren't added as candidates, and their calls don't appear on any candidate profile. If someone tells you they called and weren't recognized, ask them to apply online, or [add them yourself](/candidates/adding-candidates). ## Pending Callbacks The Candidates page has a **Pending Callbacks** quick filter. It shows candidates with an open request from an inbound call: to schedule, reschedule, or cancel an interview, or to be called back. CONFIRM doesn't place these calls for you; call or message the candidate yourself, then mark the request handled on their profile. The automatic follow-ups CONFIRM does make are the re-calls after a voicemail or hang-up, described in [How Screening Works](/screening/how-screening-works#missed-calls-voicemail-and-hang-ups). ## Related pages * [How Screening Works](/screening/how-screening-works): the full screening call lifecycle. * [The AI Voice Agent](/screening/voice-agents): how the agent presents itself and what you can change.