If a caller asked you to call them back, SIMCOAI took their name and number, told them it was done — and recorded nothing. Nothing appeared in your escalations, your bookings or anywhere else, so there was no way for you to know anybody wanted a call. The caller had been told plainly that it had been passed on, so they would not have rung again either. That is worse than not understanding the request, and we are sorry: a caller who is told nothing tries again, and a caller who is told “got it” waits.
A callback request is now a record you can act on. It appears in Escalations with the caller’s name and number, at normal priority so it sorts below a genuine complaint, and the note carries what they actually said they wanted — not just the turn where they read their number out. It is marked as a callback and it says plainly that the number is as the caller gave it and has not been verified, so whoever rings back knows what they are looking at.
And a caller asking to MOVE an appointment is no longer told it was cancelled. Both requests go to your team either way, but the confirmation used the word “cancellation” for both — so somebody ringing to shift Tuesday to Friday came away believing they had no appointment at all. It now uses the caller’s own word. Open your escalations