Callback. What are callbacks. Creating callbacks.
What are callbacks?
When you call a contact, if they are not able to speak at that time, but are happy to speak at another time, you can create a callback. Callbacks usually have an associated date and time, agreed by the agent and contact.
Callbacks can either be:
- Private. Only be visible for the agent to whom it is assigned.
- Public. Visible to all agents with access rights to the project it was created under.
Creating callbacks during a call
The most common way for a callback to be created is by an agent in conversation with a contact.
In the contact card, normally during a call:
- Click the Callback tab.
- Click to select if the callback should be Private or Public. Note, depending on the setup of your environment, you may be restricted to only one type of callback.
- By default, the callback will be created for the phone number you called. To schedule the callback to a different number, type it in the New number field.
- If creating a private callback, click the drop-down list to select which agent the callback should be created for.
- Click the calendar to select the callback date. Use the time drop-down lists to choose the callback time.
- Optionally, type a Callback comment.
- Click the Save button.
The call's outcome will automatically be selected as Callback.
Other ways callbacks can be created
Callbacks can also be created from inbound calls:
- Inbound queues can use callbacks as an overflow option, if your Admin sets it up. In this case, if a call goes unanswered for a certain amount of time, a callback is automatically created for that phone number. This callback will always be Public. It will not have an associated date or time.
- If your admin has set up flows to preprocess inbound calls, they may include an option for the flow to create a callback for the contact. These can be either Private or Public, but will have no associated date or time.