Call Back Feature: Request Time Frame

Answered

4 Comments

  • Jim
    Zendesk Customer Care

    Hi Greg!

    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.

     

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  • Bryant Eadon

    Totally hear this - but what customers are asking us for is "schedule a time with me in the future when I am available to talk".  This is very different than asking the customer to dial into a talk queue, or "customer wants a call back" when at the front of the queue.  For this type of integration - consider using a tool like Calendly -- which offers the agent(s) available times, and allows the customer to select from available times.   With an integration to Google Calendar - then agent's calendars are known and rules can be set for each "type" of call an agent should have that auto-populates the agent's Calendar system (this example is Google Calendar).

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  • Galen Bertozzi

    Hello, I am also very much interesting in this feature, exactly as Bryant outlined above. Is there any plans to develop this feature. Bryant Eadon what workaround have you implemented so far, if any, to accomplish what you described? Thanks!

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  • Dave Dyson
    Hi everyone, for the best visibility to our product team, would one of you please post this to our Feedback - Voice (Talk) topic, using this template? Then add a link to your post here so others can upvote and add their own comments. Thanks!
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