Who has access to callback?
- Users with the permissionTelephony systemor higher canbuy the callback add-on service
- All users in an organization with the permissionTelephony systemcan handle the callback service
Open callback
• Click on the icon with the three dots and select edit response group and then on callback
General information
What is callback?
• The feature allows a user to choose to be called back instead of remaining in the phone queue.
Who can manage the service?
• Anyone who has the authorityTelephony systemcan activate, deactivate and set the service according to your own wishes
Buy the service
You need to have the authorizationaccountto be able to purchase additional services.
How to use callbacks
- Click the three-dot icon and Edit Response Group, then Callback.
- If you don't have the license, you can purchase it directly from here if you have the correct permissions. Once you have purchased the license, you can toggle on to Activate Callback on the response group.
- Choose whether you want automatic callback or manual.
- Set the maximum waiting time. With this setting, callback calls in the phone queue will be automatically deleted and considered missed when the time is exceeded.
- Enable WAITING TIME to receive a notification when a callback call has been waiting in the queue for longer than the specified time.
- Toggle on to send an automatic confirmation SMS to the customer when they request a callback. You can also customize the message sent to the customer.
- Set instructions for the caller.
- Set the message that the agent hears before the callback call begins.
- Select which display number to use when making callback calls.
- Click Save.
The difference between automatic and manual callback
Automatic callback
- With the automatic callback feature, the system will automatically initiate a call to the agents when it is the customer's turn. Before the call to the customer starts, the agent will hear a voice message.
- Add agents to handle callback calls
- Choose a ring strategy
- Set the maximum wait time. Calls that exceed the maximum wait time will be removed from the queue and considered missed.
Manual callback
• Callback calls are listed in the call log with a special icon. When a callback call has been handled, it is marked as followed up in the statistics.