Enabling customer callback (Talk Professional and Enterprise)

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  • 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.

  • 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

  • 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.

  • 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! 


  • James Molina

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

  • Brett - Community Manager
    Zendesk Community Team

    Hey James,

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



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