How do I add a callback for a customer?

Adding a callback. Public and private callbacks.

Callbacks are a commitment to call a customer back. You may need to do this to check on suggested solutions, or to provide follow up information.

You can add a callback for a contact whenever you have the contact card open. This might be in the middle of a call, during an email conversation, or picking the contact from your history.

To add a callback for the contact:

1. Click to select the Add Callback tab.
2. Click to select whether the callback will be Private or Public.

A private callback will only be visible to the agent who is the callback owner (see below). Only they will be able to see and pick up that callback. A public callback will be visible to all agents and any agent can pick it from the list to do.

1. The Number will default to the contact's phone number from their details, but may be edited if the contact wants to be called on a different number. 
2. Type a Date for the callback, or select a date from the calendar.
3. Select a Time for the callback.
4. The Callback owner only shows for private callbacks. Click the drop-down list and select the agent who will be responsible for calling the contact. Defaults to the current agent.
5. Type a Callback comment to inform or remind the agent who calls the contact what the purpose of the callback is.

You can used canned messages to help complete the comment. Click the button to select from the list of canned messages.

1. Once all details are complete, click the  button.

To remove the callback details and start over, click Clear.