we use Zendesk Talk only in offline modus, meaning we only make outgoing calls to customers, but don't offer a hotline. One of the reasons why we went for an upgrade with Zendesk Talk was the call back request function. Now we learned that the talk widget with the call back request form only works when agents are online -.this doesn't seem intuitive to us.. don't customer request a call-back when there is no agent available?! which would be either when all agents are already on the phone OR in our case when there's no one online? most customers have time to contact us in the evening or on the weekend, then there wouldn't an agent online anyways..
Is there a work around so we can permanently attach the talk widget with call back request (even if agents are offline)?
Thanks and best regards,