Give customers more control by allowing them to request a callback at a time that works for them. Previously in Salesforce Voice (Native Telephony) and in contact centers that route calls with Omni-Channel Unified Routing, callbacks were routed based on rep availability only. Now you can define specific timing and callback behavior through your IVR configuration or custom routing logic.
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 from Amazon Connect
For Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect, scheduled callbacks are available with Omni-Channel Unified Routing only. View supported editions for Salesforce Voice.