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Assign callback requests to certain talk groups

Answered


Posted Jul 18, 2024

Currently a callback request is forwarded to any available agent. A very helpful feature would be the possibility to assign those callbacks to a certain talk group, that is able to answer those requests.


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3 comments

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Sean Chuang

Zendesk Product Manager

Hi,

 

Thanks for your question. In general callback request routing to a specific group is available. 

 

If you are looking to reroute after the caller initiates a ‘call back’ request while in the queue, that is something we are prioritising for 2025. 

 

Thanks,
Sean

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Hello @... ,

 

thanks a lot for your reply! 
How is it possible to route a callback to a specific group? As far as we know, it's only possible to route the callback to a specific phone number, which is then received by all agents that are available for calls. 

Thank you ahead for your reply!

Best, 

Yen Nhi

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Widson Reis

Zendesk Product Manager

Hi Yen Nhi Nguyen 

 

It is achievable with omnichannel routing and omnichannel queues enabled. When a callback is requested during the IVR (before entering the queue), a ticket is generated with the string "Callback" in the title/subject. You need to set up a rule that searches for this text and, when identified, directs the call to the selected group. However, this does not currently function when a user requests a callback while in the queue.

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