Who Has Access to Callback

• Users with the Telephony System permission or higher can purchase the Callback add-on service.
• All users in the organization with the Telephony System permission can manage the callback service.

Open Callback

1. Go to Response Groups.
2. Click the eclipse menu (three dots) in the response group.
3. Select Edit Response Group and then Callback.

What Is Callback

Callback allows customers to request a return call instead of waiting in the queue. It improves the customer experience and frees up time for agents.

Anyone with the Telephony System permission can enable, disable, and adjust callback settings.

If the feature isn’t already activated, it can be purchased as an add-on service.

Read the guide on how to purchase add-on services.

How to Use Callback

1. Click the eclipse menu (three dots), then Edit Response Group, and select Callback.

2. If you don’t have the license, you can purchase it directly here if you have the proper permissions. If your organization already has the license, toggle to Activate Callback for the response group. Choose whether you want automatic or manual callback.

3. Set the maximum wait time. With this setting, callback calls in the queue will automatically be removed and marked as missed when the time limit is exceeded.

4. Enable WAIT TIME to receive a notification when a callback call has been waiting in the queue longer than the specified time.

5. Toggle to send an automatic confirmation SMS to the customer when they have requested a callback. You can also customize the message sent to the customer.

6. Set instructions for the caller.

7. Configure the message the agent hears before the callback call starts.

8. Choose which display number should be used when making callback calls.

9. Click Save.

Difference Between Automatic and Manual Callback

Automatic Callback

The system automatically initiates the call to the agent when it’s the customer’s turn. Before the customer is called, the agent hears a short voice message.

How to set it up:

1. Add the agents who will handle callback calls.
2. Select the ringing strategy.
3. Set the maximum wait time – calls exceeding this limit are removed from the queue and marked as missed.

Manual Callback

Manual callback gives agents more flexibility and now includes several improvements:

• There is a dedicated list for manual callbacks in the response group dashboard, along with the lists for waiting and ongoing calls.
• When a customer requests a callback via the web widget, they can now add a short description explaining why they want to be contacted.
• It’s possible to enable voicemail as the final step in the callback flow, allowing the customer to leave a message with more details. This function applies only to manual callbacks. The message the customer leaves will appear in the Callback list.
• Callback calls appear in the call log with a special icon.
• When a call is handled, it is marked as followed up in statistics.