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. Depending on
your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve
customer concerns.
Required Editions
This article applies to:
Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony
Salesforce Voice with Partner Telephony from Amazon Connect
Salesforce Voice Contact Center Rep permission set
The callback experience differs according to your telephony provider and the setup
for your organization. Confirm your setup with your Salesforce administrator.
Accept a callback request in the Omni-Channel utility. Some callback requests come in
the form of a contact request. What happens next differs depending on how your Salesforce
admin set up the feature.
Omni-Channel dials the customer’s preferred phone number automatically. The call
is immediately active.
You have an opportunity to preview the customer’s concerns before speaking with
them. Then, to call the customer back, select the default preferred phone number on the
contact request.
If the customer rejects or ignores your callback, your capacity becomes
available and you’re free to move on to your next work item.
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