Working with callback requests using Engagement Messenger

As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.

Request a callback using Engagement Messenger

Request an immediate voice callback or schedule a voice or video callback from an agent using Engagement Messenger.

Before you begin

Role required: none

About this task

You can request an immediate callback only over a voice channel. Use the Call me later option to request a video call.

Procedure

1. In Engagement Messenger, select the Request a callback card.

2. In the Callback requests page, select Request a callback.

3. Enter your name, phone number, issue type, and description.

4. Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.

1. Select Submit.

Result

• A callback request is created.
• A confirmation email is sent.

Reschedule a callback using Engagement Messenger

Reschedule a callback from an agent using Engagement Messenger.

Before you begin

Role required: none

Procedure

1. In Engagement Messenger, select the Request a callback card.

2. In the Callback requests page, select the callback request that you want to reschedule.

3. Select Reschedule.

4. Choose a date and time from the calendar.

   The date and time slots indicate the agent's availability.

5. Select Submit.

Result

• The callback request is rescheduled.
• A confirmation email is sent.

Cancel a callback using Engagement Messenger

Cancel a callback from an agent using Engagement Messenger.

Before you begin

Role required: none

Procedure

1. In Engagement Messenger, select the Request a callback card.

2. In the Callback requests page, select the callback request that you want to cancel.

3. Select Cancel .

4. Confirm the cancellation in the confirmation message.

Result

• A callback request is canceled.
• A confirmation email is sent.