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            Return a Callback Request

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            Return a Callback Request

            Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To return a callback request:

            Agentforce Contact Center Rep (Salesforce Voice) permission set

            Learn how to view permissions in this permission set.
            1. Accept a contact request in the Omni-Channel utility.

              Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active.

              If the customer rejects or ignores your callback, your capacity becomes available and you’re free to move on to your next work item. Based on the retry attempt count and delay between retry attempt values, Omni-Channel reroutes the contact request to an available rep after a delay period so that the customer receives another callback.

            2. To view information about the callback request, from the outbound call, click the Related Record field. You can access information such as available callback attempts, delay between callbacks, and the preferred callback number.
            3. To access the original inbound voice call from the contact request, click the Voice Call ID on the Related To field.
             
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            Salesforce Help | Article