Click play to watch a video on scheduling a callback.
You can schedule a callback if you’ve tried to call a customer and they were unavailable or they requested a call at a more convenient time.
Note: The scheduled callback is cancelled if either the customer calls in to the Contact (to any queue) or an agent calls the customer via the Contact before the scheduled callback time.
Procedure #
Step 1:
Navigate to the customer’s details in the Contacts list. See Looking up a customer’s contact record.
Step 2:
From the customer’s contact information, for the number to be called back click:
Step 3:
To make an immediate call, click Call.
Step 4:
To schedule a callback:
a. Tick the Schedule Callback checkbox.
b. Select one of the following callback options:
- After a number of minutes, then specify the number of minutes
- Select time, then enter the date and time for the callback.
c. Either click Create to save your settings and schedule the callback or Cancel to abort.The Scheduled Calls option in the left-hand menu displays a list of all scheduled callbacks.
Note: The scheduled callback is cancelled if either the customer calls in to the Contact (to any queue) or an agent calls the customer via the Contact before the scheduled callback time.