Call Back Feature: Request Time Frame

Answered

1 Comments

  • Jenmark Alcover
    Zendesk Customer Advocate

    Hi Greg!

    I'm so sorry to inform you that the feature you described, isn't available yet in Zendesk Talk. The current "call back" feature that we have is only enabling 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.

    When this feature is enabled on a number, your customers will hear a Callback greeting after the Available agents greeting has played. This greeting informs them that they can press 2 to request a callback. After that, they have the following options:

    Press 1 to request a callback on the number they've called in from.
    Press 2 to request a callback to a different number.
    Press 3 to return to the queue on hold.

    Best,

    Customer Advocacy Team!

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