How to manage callbacks

What are callbacks?

Callbacks are an arrangement to call the customer. 

• Private callbacks are associated with a particular agent.
• Public callbacks can be made by any agent.
• Callbacks are normally arranged for a specific date and time, but can also be created without a date.

Callbacks can be created in several ways:

• By the agent during their conversation with a customer.,
• By the customer choosing a callback option in a flow or queue.
• Automatically, by a queue's timeout settings.

For more about creating callbacks see Add a callback to a contact.

The Callbacks list

To see a list of callbacks:

1. Click Callbacks at the top of the screen.

You can filter or search the list:

2. To see callbacks due in a particular date range, type the dates in the Callback deadline fields, then click the Apply button.
3. To filter the list, click the button. You can tick the checkboxes to show only Expired callbacks or only Private callbacks.
4. Type in the Search field to search for callbacks. The search looks at all columns of the table.
5. Click and column header in the table to sort the list based on that column.

The Callbacks table

For each callback you can see:

• Calling time: The time of the interaction during which the the callback was created.
• Callback time: The time for which the callback is arranged.
• Type:
  • Private
  • Public
• Number: the phone number to call back
• Customer name
• Email
• Company
• Project: associated with this contact
• Comment: the comment specific to this callback.
• Call the contact
• Edit the callback
• Access a menu to Delete the callback

Deleting a callback

Once a callback has been made, or if it has been cancelled, you should delete it from the list. You can delete callbacks from the Callbacks table or from the contact history. In either case, you will see a dialog asking you to confirm the deletion.