Callback requests by agents
Agents can create callback requests on behalf of customers directly from CSM Configurable Workspace when customers request a return call or when follow-up is needed.
When to use agent-scheduled callbacks
Agents typically schedule callbacks in the following scenarios:
- A customer requests a callback at a specific time during a chat, voice, email, or messaging conversation.
- An agent must follow up with a customer after gathering additional information.
- An agent is working on a case that requires a scheduled follow-up call.
How it works
Agent-scheduled callbacks can be created from:
- Omnichannel interactions: Chat, voice, email, and messaging interactions
Case records: Directly from customer service cases
When an agent schedules a callback:
- The agent enters callback details including the customer's preferred callback number, date and time, reason for the call, and a short description.
- The callback is linked to the related case or interaction for context.
- At the scheduled time, a callback interaction is created and routed to agents.
Managing agent-scheduled callbacks
Agents can perform the following actions on scheduled callbacks:
- View: View active callbacks in the Scheduled Callbacks list view or as tiles in the contextual side panel.
- Reschedule: Change the date and time of a scheduled callback.
- Cancel: Cancel callbacks that are no longer needed.
- Accept: Accept callback interactions when they’re routed.
Related topics
Schedule a callback for a customer