Callback enables your customers to choose between waiting on hold in a queue or requesting a callback. When customers select callback, their places are held in the queue and their call is automatically returned when an agent is available to talk with them.
For the customer callback feature to work, at least one agent must be logged in and they must have a status of either Online or Away.
Understanding the end-user experience
- 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
If the customer requests a callback, they'll also hear a second Callback confirmation greeting confirming their choice. The call will then end while keeping the customer in the queue.
You can select a language for the callback confirmation greetings when setting up callback (see Enabling callback).
Understanding the agent experience
Agents click Call to call the customer back or Decline from the call console to send the call back to the queue.
Talk sends the callback request to all agents for one hour. If an agent accepts the call or all agents decline the call, the callback request is cancelled and a Zendesk Support ticket with the subject Callback is created for the agent to action later. If, after 60 minutes, no agents are available, the callback request is cancelled and a ticket is created.
If an agent is in the 'offline' or 'transfers only' state, they are treated as if they declined the request.
If an agent is in the 'away' state, or is busy on a call, they will receive the request once they are available. If they are not available after 60 minutes, the callback request is cancelled and a ticket is created.
Talk also creates a Zendesk Support ticket when the agent initiates the callback. If the customer doesn't pick up, Talk doesn't try to call them back again. An internal comment is automatically added to the ticket indicating that the callback request was attempted
Reporting on callback activity
Use the Talk Professional dashboard to analyze your account's callback from queue activity using the metrics Callbacks in queue, Total callback calls, and Average callback wait time. For more details, see Analyzing call activity with the Talk Professional dashboard and Zendesk Talk dashboard metrics reference.
Callback is configured for each individual Talk number. You can't configure callback for digital lines.
To enable callback from queue
- In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
- Select the Lines tab.
- Click the number you want to edit.
- Select the Callback tab.
- Toggle the Callback field to enabled.
- In the Language field, select a language for your callback phone number confirmation greeting. This setting affects only the message that plays after customers have pressed 2 to request a callback. It doesn't affect the language of the Callback greeting or Callback confirmation greeting.
Note: If you do not select a language, Talk will automatically use your Zendesk Support default language. If your Zendesk Support default language is set to a language not included in Talk, the greeting will be played in English.
- In the Callback greeting field, select a greeting from the dropdown list. This is the greeting that plays informing callers that they can press 2 to request a callback.
- In the Callback confirmation greeting field, select a greeting from the dropdown list. This is the greeting that plays after callers press 1 to confirm they've selected callback.
- Click Save changes.
I have an IVR so I understand that the callback greeting won't play (but why not?). If the callback greeting did play, we could give the options above. But because it doesn't play it pretty much sticks you with only calling back the number they called from without a very lengthy greeting to explain all the options.
Life would be easier if callers could select callback from the IVR and then have a greeting that explains the options.
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
is there a way to disable the automatic voice reading back the number the customer wants to be called back on?
When a ticket is created for a callback request, it will have the phone number the call was received at. The ticket is also assigned to the Brand the Talk line is added to. Here's a sample callback ticket for your reference:
Just to add on my previous comment, you can identify which Talk line was used to make a call with the Comment text condition in triggers.
When a Talk ticket is created, the ticket description includes a "Call To: +1 (800) 867-5309" string. Use this information in the Comment text condition to identify and route Talk tickets.
Using the Comment text condition for each phone number you can create a trigger that will run when a ticket is created and the "Call To" string is present for that number.
See below an example of a trigger to route voicemails after they have created tickets.
HI! I am testing out the IVR and I set it up with a custom greeting to press 1 to leave a VM, press 2 to request a callback and press 3 to receive a text response. I programmed the IVR for 1 as voicemail and 3 as text, but when I test it out and press "2", it kicks me back to the IVR greeting instead of switching me to the callback request feature. Am I doing something wrong? Thanks!
Christine, thank you for your reply! Does this created a missed call ticket if our agents are away?
It appears that you already raised a support ticket to our team with a similar question.
Just re-sharing this here for your reference:
Hope this clarifies!
Hi Jen C,
Happy to help with your question!
Could you check the routes you have set up in the IVR, and if you have an optional greeting that is the same as the main menu greeting?
To clarify, requesting a call back happens after you leave the IVR menu and are being routed to an agent. So unless you have group routing before requesting a callback you would encounter an issue since that counts as an invalid selection in the IVR.
hi all please let me know what's the default offering time of callback request? Is it the same as the call offering time limit placed to line number?
I'm building the IVR for our team and I cannot get the Callback greeting to play. Where can I add it so that customers hear the instruction to press 2?
To add an extension to a user's phone number, append an x and the extension to the end of the phone number like so:
You can find more details about this topic in the following article:
What are the accepted phone number formats for Talk?
Is it possible to include a link on tickets for customers to request a callback?
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!
I agree with @.... 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 @.... 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.
If agents are 'away' the callback request will be canceled and a ticket is created.
Why do phone line nicknames only show for choosing when number to dial out from, but not for when someone leaves a callback request or voicemail? we just recently switched to zendesk talk and our team now needs to lookup our own numbers to know what line a customer called. we offer phone support to specific accounts as well as for specific services so knowing which one was called helps the team ensure they have the appropriate information readily available.
There's no option to remove this option, it serves as a confirmation that the correct phone number will receive the callback.
If you have some time, I recommend that you start a post about this in our Feedback - Voice (Talk) using the Product Feedback Post Template. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
Does anyone know how this setting effects missed and abandoned calls?
I suggest that you initiate a conversation with us so a support agent can guide you in setting up callback
Is there any way to enter an extension when a user is requesting a callback? Most of our users are in large organizations and don't have their own direct lines, just extensions.
Calling the main number often means we don't connect with the user that wanted the callback.
How would that work for IVR and web based callbacks in Talk? Are extensions possible there?
is the time it takes to complete a call back calculated in the average answer time?
Hi Andrew, I see you have raised a ticket for this as well. I'm happy to know our team was able to test and answer your question, message us again if you have any other questions or concerns! Thank you so much Andrew!
To others who might have the same question, the default offering time of callback request is 40seconds :)
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):
Are these correctly understood?
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:
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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