Unreturned vs Returned Calls in Monitoring
It doesn't look like there's a way to move a call from 'returned to unreturned' in the event of an 'accidental' returned status or an SMS message needing a response before the business decides its been 'returned'
Cycling through the returned list for calls that were 'returned but pending more attempted sms replies/callbacks' could easily become cumbersome.
Antonio Lozano commented
Adding notes, needing to send multiple SMS messages, have multiple call attempts are all various normal business conditions for callbacks. Adding a simple button to move a callback from 'returned' to 'unreturned' would resolve all these case scenarios.
It's useful to move a callback from 'unreturned' to 'returned', the reverse is also true.