What are callbacks
Sometimes you can't get everything solved within one call. Your customer has to leave, or you just need to get back to them later to ensure everything is fine. It can also be people that couldn't wait in a queue or went on your website and required to be contacted back.
In all these cases we create a callback on the contact. A callback is a planned call initiated by an agent towards the contact.
The callbacks tab ("Unfinished")
Next to your Active tab you have this "Unfinished" tab which list all the callbacks (the number of callbacks is indicated next to the tab label.
For each call back you can see:
- Calling time: the time the contact originally called
- Callback time: when the callback is planned
- Number: the phone number to call back
- Customer name
- Email (of the contact)
- Company (not available, this will be removed)
- Campaign: from which the contact is part
- Comment: the comment specific to this callback.
- Call the contact
- Edit the callback
- Access a menu to delete a callback
You can filter the list using the Search field but also ready made filters by clicking
You can also filter the callbacks by their date. Click on the two fields to set the beginning and end date you want to filter on.
Create a callback
Deleting a callback
Once a callback has been made, or if it has been cancelled you should delete it so it disappear from the list. You can delete from the Callbacks tab or from the contact history. In both cases, you'll see a pop up asking you to confirm the deletion.
For now you can ignore the "Restore contact back to contact list" options. We'll see that later.