Enabling customer callback

Return to top

29 Comments

  • Greg Sanchez

    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!

    0
  • Rob Stack
    Zendesk Documentation Team

    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:

    https://support.zendesk.com/hc/en-us/community/topics/360000029887

    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!

    0
  • Arno (EMEA Partner)

    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):

    • If queue is full, let's say 5 callers waiting, one more caller calls us, callback option is not offered?
    • If, even during open hours, we happen to have a moment, when no agents are online (all offline), callback option is not offered?
    • If we would like to offer callback after business hours, so we would have a ticket waiting in the morning, this would not be possible, as callback would not be offered outside business hours? Agents would be offline anyhow outside business hours, so routing calls "always" would not change this.

    Are these correctly understood?

    0
  • annie.wu

    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.

    • 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
    0
  • Hi All

    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

    1
  • Kel S.

    Is it possible to include a link on tickets for customers to request a callback? 

    0
  • Larry Click

    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. 

    2
  • Andrew Chu

    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?

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    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 :) 

    0
  • Jen C

    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!

    0
  • Dainne Lucena
    Zendesk Customer Care

    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. 

    So you should have a key press that routes to a group of agents, and on that key press they should have an optional greeting that tells the customer

    Press 1 (if enabled in their account) to leave a voicemail, or press 2 to request a call back which will keep your spot in the queue.

    Hope this helps!
    0
  • Kevin Froleiks

    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? 

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Kevin, 

    I suggest that you initiate a conversation with us so a support agent can guide you in setting up callback 
    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    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. 

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Dan,

    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:
    • +14155551212x123 
     
    You can find more details about this topic in the following article:
    What are the accepted phone number formats for Talk? 

     

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey Anne,

    How would that work for IVR and web based callbacks in Talk? Are extensions possible there?

    0
  • Bradley Lowes

    Does anyone know how this setting effects missed and abandoned calls? 

    0
  • Christine
    Zendesk Engineering
    Hi Bradley,

    It appears that you already raised a support ticket to our team with a similar question.

    Just re-sharing this here for your reference:
     

    How Customer Callback works:

    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. 

     
    Hope this clarifies!
    0
  • Bradley Lowes

    Christine, thank you for your reply! Does this created a missed call ticket if our agents are away?

    0
  • Christine
    Zendesk Engineering
    Hi Bradley,

    If agents are 'away' the callback request will be canceled and a ticket is created. 
    0
  • Anton Verhelst

    Hi

    is there a way to disable the automatic voice reading back the number the customer wants to be called back on?

    0
  • Christine
    Zendesk Engineering
    Hi Anton,

    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!
    0
  • Oscar Tobar

    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.

    0
  • Christine
    Zendesk Engineering
    Hi Oscar,

    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:


    0
  • Christine
    Zendesk Engineering
    Hi Oscar,

    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.
    1. Create a new trigger.
    2. Under Meet ALL of the following conditions, add:
      • Ticket | Is | Created
      • Channel | Is | Voicemail
      • Comment text | Contains the following string |Call to: +1 (408) 849-4271
        My_desk_-_Agent.png
    3. Under Actions, use the Group action to route the ticket to the desired group.
    4. Select Create.
    0
  • Mandy Kyle

    is the time it takes to complete a call back calculated in the average answer time?

     

    0
  • Shannon Pesta
    Zendesk Customer Care
    Hi Mandy! I see that a request was submitted to Support regarding this. Please look out for a reply from our team in that conversation. Thanks! 
    0
  • Jake Smith

    Hello,

    If the callback greeting is playing, will the call be presented to agents? We are trying to build a workaround to have the callback greeting offered after 30 seconds. We made the callback recording 30 seconds of hold music, then the callback instructions happen.

    If they are listening to that 30 seconds of music, will the call be offered to agents in that time?

    0
  • Darenne
    Zendesk Customer Care

    Hi Jake Smith

    Thanks so much for your response. I made a test call on my test account to replicate this. After the customized callback greeting, if the user failed to press 2, the call will be placed in the queue. While in the queue, the user can still press 2 if he wishes to proceed with a callback. 

    The idea here is that the call will never be offered to available agents unless the callback greeting is done. I hope this clarifies it! Please let us know if you need further assistance. 

    0

Please sign in to leave a comment.

Powered by Zendesk