Note: during version r79.7 the callback logic got updated.
A callback can be seen as appointment that an agent makes to call back to his /her customer.
Creating a callback
An agent creates a callback from an open contactcard.
At the bottom left of the contactcard, you'll find the menu below.
Here the agent can choose to two types of callbacks:
- Private callback: this will only be visible for the agent to whom it is assigned.
- Public callback: this will be accessible to everyone who has access to the campaign to which the callback is assigned.
The callback will registered on the time and date that you've selected and by default will be shown with the phonenumber that you're calling to.
Using the "new number" field allows you to register the callback on a different phone number.
The comment field allows you to leave a note, for instance to indicate why the callback was made.
The call ending reason "callback" will be automatically select when a callback is made.
Processing a callback
From the agent's Call tab, you'll find all your callbacks under the "Unfinished" tab.
The red flashing number indicates if you have a callback that is due for calling.
Optionally, if your administrator has activated this feature, you will get a pop-up that will indicate that your callback is due.
You can either use the green telephone icon to instantly call the person, or click on the customer's name to first review the card before calling.
(Updated logic since LeadDesk version 79.7)
Once you have called a callback, the call ending reason used by the agent will determine whether or not the callback is removed or not:
- If the call ending reason removes the contactcard from the calling list, the callback will be automatically removed.
- If the call ending reason does not remove the contactcard from the calling list, the callback will remain in the agent's overview.
Should the situation arise where the call ending reason does not remove the contactcard from the calling list, then it is up to the agent to remove the callback accordingly as seen in the screenshot below.