Return a Callback Request

Most Service Cloud Voice configurations use queued callbacks. When you accept a callback request in the Omni-Channel utility with queued callbacks enabled, the Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active.

Queued callbacks are available for Service Cloud Voice with Amazon Connect, Service Cloud Voice with Partner Telephony from Amazon Connect, and most implementations of Service Cloud Voice with Partner Telephony. Confirm your setup with your Salesforce administrator.

Certain Service Cloud Voice telephony partners provide a different rep experience by using contact requests to track callbacks. The customer submits a contact request that’s specially marked to note that they want a rep to call them back.

When you accept a contact request through the Omni-Channel utility, a call doesn’t start immediately. Instead, you have multiple options.

• To familiarize yourself with the customer’s concerns before speaking with them, review the details of the contact request.
• Transfer the contact request to another rep if their skills better align with the request.
• Call a customer back by selecting the default preferred phone number on the contact request.
• If the customer specified a different phone number in the contact request, enter that number and start a callback.

Click-to-dial callbacks and callback transfers are available for certain implementations of Service Cloud Voice with Partner Telephony. Confirm your setup with your Salesforce administrator. They can check with your telephony provider for specific instructions.