Return a call to a customer who requested a callback. Your customers don’t always have
time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice
uses contact requests to store callback information for voice calls that are routed with
Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using
Salesforce Voice.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| User Permissions Needed |
| To return a callback request: |
Agentforce Contact Center Rep (Salesforce Voice) permission set
Learn how to view permissions in this permission set.
|
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Accept a contact request in the Omni-Channel utility.
Omni-Channel dials the customer’s preferred phone number automatically. The call is
immediately active.
If the customer rejects or ignores your callback, your capacity
becomes available and you’re free to move on to your next work item. Based on the retry
attempt count and delay between retry attempt values, Omni-Channel reroutes the contact
request to an available rep after a delay period so that the customer receives another
callback.
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To view information about the callback request, from the outbound call, click the
Related Record field. You can access information such as available
callback attempts, delay between callbacks, and the preferred callback number.
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To access the original inbound voice call from the contact request, click the
Voice Call ID on the Related To field.
