Respect customers’ time, save telephony minutes, and keep callers from abandoning their calls by giving them the option to request a callback without losing their place in a queue. When a rep accepts a contact request in Omni-Channel, an outbound call to the customer starts automatically. The initial inbound call, contact request, and outbound call are all linked for easy rep reference. This feature is available for contact centers using Omni-Channel Unified Routing.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.