How do I find, call and delete callbacks?

What are callbacks. Callbacks tab. Calling callbacks. Deleting callbacks.

What are callbacks?

Callbacks are an arrangement to call the customer. 

• Private callbacks are associated with a particular agent.
• Public callbacks can be made by any agent.
• Callbacks are normally arranged for a specific date and time, but can also be created without a date.

Callbacks can be created in several ways:

• By the agent during their conversation with a customer.,
• By the customer choosing a callback option in a flow or queue.
• Automatically, by a queue's timeout settings.

The Callbacks list

To see a list of callbacks:

1. Click Callbacks at the top of the screen.

You can filter or search the list:

1. To see callbacks due in a particular date range, type the dates in the Callback deadline fields, then click the Apply button.
2. To filter the list, click the button. You can tick the checkboxes to show only Expired callbacks or only Private callbacks.
3. Type in the Search field to search for callbacks. The search looks at all columns of the table.
4. Click and column header in the table to sort the list based on that column.

For each callback you can see:

• Calling time: The time of the interaction during which the the callback was created.
• Callback time: The time for which the callback is arranged.
• Type:
  •  Private
  •  Public
• Customer information including Number, Customer name, Email, Company
• Project: associated with this contact
• Comment: the comment specific to this callback.
• Call the contact
• Edit the callback
• Access a menu to Delete the callback

Calling a callback

To call a callback from the callbacks list:

1. Locate the contact you wish to call in the callbacks list.
2. Click the call button, to the right of the table.

Deleting a callback

Once a callback has been made, or if it has been cancelled, you should delete it from the list. You can delete callbacks from the Callbacks table or from the contact history. In either case, you will see a dialog asking you to confirm the deletion.

To delete a callback from the callbacks list:

1. Locate the callback you wish to delete in the callbacks list.
2. Click the button to the right of the table.
3. Click Delete.
4. Optionally, click to tick the Restore contact back to contact list checkbox.  (See below).
5. Click the Delete button.

In some environments, adding a callback for a contact will remove them from the original contact list they were on. The Restore contact... checkbox will make sure the contact is put back to the main contact list.