Enabling customer callback

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46 Comments

  • August Acker

    Is there a way to increase the maximum callback time in the queue? We don't want these calls to drop out of the queue after ANY amount of time. We need the real time interactions a callback offers.

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  • Katie Dougherty
    Zendesk Community Team

    Hi August Acker,

    The maximum callback time in the queue can be increased to 60 minutes (dependent on your plan level) but you cannot remove the time limit at this time. After a maximum of 60 minutes, these calls will drop out of the queue.

    Please see the short paragraph in the article above: 

    • "If your maximum queue wait time limit is reached, and a callback request is in queue, the callback will still be actioned. If it's not actioned within 60 minutes of it being requested, it will be removed from the queue and a Zendesk Support ticket with the subject Callback is created for the agent to action later."

    I will be sure to pass your feedback along to our product team, but you can also post a feedback request in the Talk Feedback section of the Community! You can see here how a previous request to extended the maximum callback time was addressed from a previous post.

    For more information, see the article on maximum queue wait time: Enabling Talk and configuring general settings

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  • Taylor Wilson

    Katie Dougherty what ZD levels allow you to adjust the max callback time? 

    I don't think our callback functionality is working appropriately. We just ran a test, had available agents and the no automated callback took place until one of our agents logged out and logged back into their ZD account.

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  • Katie Dougherty
    Zendesk Community Team

    Taylor Wilson,

    The article above, Enabling customer callback (Talk Professional and Enterprise), details how to enable the callback feature in your settings. The article, Enabling Talk and configuring general settings, clarifies that the 60-minute maximum queue wait time is available on our Talk Enterprise Plan. 

    Just to clarify: 

    • Your maximum queue wait time limit applies to all Talk numbers on your account and can be a maximum of 60 minutes (on the Enterprise Plan). 
    • Your wrap-up time is set for each individual Talk number and can range from 10 seconds to 20 minutes or be listed as "No limit." 

    If your callback message is not available to your end-users, see the article: Managing outgoing greetings. Make sure callback is enabled for every Talk number in your account under your Admin gear icon > Channels > Talk > Numbers > Callback. For more information, see the article: Managing Talk number settings

    Feel free to reach out to our Support Team if you are still experiencing issues with your callback feature. Or I would be happy to create a ticket on your behalf! 

     

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  • James Molina

    Is the expected routing for a Call Back Call the same as an incoming call?

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  • Brett Bowser
    Zendesk Community Team

    Hey James,

    Great question! You are correct and Call Back Call routing will function the same as incoming calls.

    Cheers!

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  • Clayton Breeds

    Currently when someone calls using a blocked/hidden number, and they push 2 to request a callback, they get the message: ""this number is not recognised", and to "stay on the line". 

     

    Surely it should be giving them the option to put in a different number here?

     

    Cheers

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  • Rob Stack
    Zendesk Documentation Team

    Hi Clayton Breeds thanks for the feedback. I think that's a great idea for a future update. 

    If you can, please post this in our feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913

    That way, other customers can vote on this to help the product team prioritize future updates. Thanks!

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  • Γεώργιος Ν.

    Hello

     

    When the caller choose the CB option, could we avoid somehow the automatically call when an agent is available to talk with them? We are thinking of  creating a view where we can have all this CB option as tickets, and depending our work volume, call them when we can. Can we do this somehow?

    Ty

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  • Γεώργιος Ν.

    Hello

     

    Any updates on that maybe?

     

    Ty

     
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  • Greg Sanchez

    Hi! Is there a way to set up the call back feature, enabling the customer to request a certain time to be called back? Thank you!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Greg Sanchez, that's not currently possible in Talk, but it's a great idea. Would you consider posting this to our feedback forum at:

    https://support.zendesk.com/hc/en-us/community/topics/360000029887

    This will bring it to the attention of the engineering team, allow other customers to vote for your suggestion and help Zendesk to prioritize which product features to include next. Thanks!

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  • Questions about configuration and how callbacks work - based on testing: callback is only offered when there are free positions in queue AND atleast one agent is with "away" status (online is not required):

    • If queue is full, let's say 5 callers waiting, one more caller calls us, callback option is not offered?
    • If, even during open hours, we happen to have a moment, when no agents are online (all offline), callback option is not offered?
    • If we would like to offer callback after business hours, so we would have a ticket waiting in the morning, this would not be possible, as callback would not be offered outside business hours? Agents would be offline anyhow outside business hours, so routing calls "always" would not change this.

    Are these correctly understood?

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  • Annie Wu

    I agree with Arek Gembara. We need a way to customize the callback options for the callback menu options below. This is a big issue for for us as we're a Canadian client who have locations in Quebec. We cannot use this feature for our French numbers because French-only speakers would not understand these options. Additionally, it would also not comply with the OQLF.

    We cannot customize this menu option as described by Atul Verma. I also checked with a Zendesk support rep, and they confirmed that this is a missing feature, so there is no work around for this.

    • Press 1 to request a callback on the number they've called in from
    • Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
    • Press 3 to return to the queue on hold
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  • Gravity CX (APAC Reseller)

    Hi All

    I’m trying to find an answer to the below but so far I can’t find anything.

    We want to have a toll free number (+61 1300 xxx xxx) to receive incoming calls in Zendesk. We also want to offer customers a callback option when calling the 1300 number.

    We know that outbound calls are not supported from 1300 numbers in Zendesk so we have created a standard local number (+61 3 xxxx xxxx) that has ‘allow outbound calls’ enabled and we have disabled the ‘allow outbound’ option on the 1300 number (no idea why we have the choice to ‘allow outbound calls’ on a toll free number at all - would have thought this would be greyed out).

    The issue is that when a customer calls the 1300 number and selects 2 for a callback, the callback is created in Zendesk and offered to an agent with the local (03) number as the outbound number, but when the agent accepts the callback and makes the call, the call is dropped after 2 secs - every time.

    So I guess the question is, can customers offer callbacks on Toll Free numbers, with another local number set as the outbound number?

    I also wonder what happens if there is a Toll Free number for incoming calls and callbacks enabled, but multiple local numbers for outbound - what number is selected for a callback - is there any logic to the selection?

    See this little loom for further detail - https://www.loom.com/share/1340310cea7d42729af06add02fbd1b8

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  • Kelly Sofia

    Is it possible to include a link on tickets for customers to request a callback? 

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