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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. 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
View supported editions.
User Permissions Needed
To make calls: 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.

See Also

 
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