Engage Voice | Scheduling a callback in the Engage
Voice agent interface
Last updated on December 13, 2021
Table of contents
The callback feature in Agent allows you to schedule and call leads or customers at a later date and time. This feature can be helpful in instances like when an agent calls a lead and discovers that it may not be a good time for that lead to talk but the lead is interested in receiving a call at a later time.
There are several ways an agent can set up a callback. One way is if the supervisor or administrator assigns a callback. Agents themselves can also schedule a callback via a disposition in the call controls section or if embedded in a script. Finally, an agent can choose to call back a lead or customer via the Call History menu option in the left nav bar.
Now let’s discuss how to schedule a callback with a lead or customer.
Scheduling a callback
If you are on a call, you may have the option to schedule a callback for a customer via a disposition in the call controls section or if the disposition option is embedded in a script. You can either route that customer to the next available agent or to a scheduled callback list, depending on how the administrator set it up.
If you have access to scheduling a callback, you can ask the customer for a preferred callback date and time so you can set this up in the system. You can also enter notes pertaining to the reason for a callback via the disposition notes field.
Please keep in mind that an administrator may also assign a scheduled callback for an agent.
Let’s discuss below how an agent can schedule a callback.
Scheduling a callback via a disposition
If configured correctly by an admin, an agent can schedule a callback upon submitting a disposition by following these steps:
- While on a call, select the Disposition button under the call controls section (or in a script) to open the Disposition window.
- Enter any notes related to the call, including the reason for the callback.
- Click the Disposition dropdown and select the disposition that will trigger the scheduled callback.
- Check the Set a specific callback time box to reveal callback settings.
- Select the Lead’s timezone.
- Set a Callback date by either entering the date in the field or selecting a date via the date picker at far right.
- Set a Callback time by either entering the time in the field or selecting a time via the time picker at far right.
- Select Submit to close the window.
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