Implementing a call-back feature

Do you want to offer your customers the possibility to request a call-back? No problem!

However, before you continue reading, make sure you are familiar with Input Readers and Switches.

The video below explains step-by-step how a call-back can be implemented. It features the following scenario:

• A customer calls your hotline
• No agents are available
• After x seconds, the customer is offered to be called back
• The customer wants to be called back and confirms by pressing 1
• As soon as the call-back is confirmed an email is send out

Of course, call-back requests can also be pushed as ticket update. Instead of adding a local action to send an email, select your integration and update the ticket as soon as the customer confirms the call-back. You could add a tag, adjust the subject, or add an internal note (for instance).

Watch this video for more details:

However, there is a third option available which might be interesting for you: out automated callbacks. If you implement this feature in your manager app, the caller number is uploaded automatically to a list which can be connected to an outbound dialer campaign. Agents can then log into that campaign and our automated dialer automatically calls all the numbers on the list. If one of the callees answers the call, the agent who logged into the campaign is connected to them. For more information, please have look at our chapter on the outbound dialer in general and automated callbacks in specific.