Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.
Where: This change is available in Salesforce orgs with these telephony models.
- Salesforce Voice (Native Telephony)
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect