Rather than waiting in a hold queue, in-queue callback allows your callers to press a button to request a return phone call once an agent becomes free.
Enabling In-Queue Callback
Navigate to your call center's Business Hours & Call Handling > Hold Queue > Allow callers to request a callback.
Select the # of calls and the button callers can press to request a callback
How it Works
Once enabled, the in-queue callback workflow will work like this:
- When a caller is in the queue they will hear a message offering them a callback.
- After choosing that option, the caller hears a confirmation message. Call ends.
- The caller’s position in the queue is held for them and once they reach the head of the queue, Dialpad will call them back.
- The caller will hear a message prompting them to either:
- Press 1 to connect to an agent
- Press 2 to cancel the request
- If the caller selects 1 they will be connected to the next available agent. Please note, if a callback is placed and the call goes missed or unanswered by an agent the caller won't lose their place in the queue, they will be next in line for the next available agent.
Can callers submit multiple callback requests?
No. A caller can only request one callback at a time.
Can a caller input a different number to be called back on?
Yes. Please reach out to our Support Team and they will be able to activate this feature for you.
Will Dialpad retry an unsuccessful callback (where no one picked up)?
Not yet, but this is something we are planning to add in the future.
Will callback requests adhere to the Maximum Wait Time defined and Fallback Options?
Does callback work internationally?
No. Only callers from the same country will be offered a callback.
Will the agent know when they answer a callback call?
Not yet, but coming soon. We will soon show an agent that the call was a callback before they answer the call.
Why do callers have to make a selection when called back?
In order to ensure your agent’s time isn’t wasted, we check that your caller is still available for the callback before completing the call.