Enable customers to keep queue spot, get callbacks
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 31, 2022 |
- |
Mar 1, 2023 |
Business value
Companies want to enable active callbacks by leveraging automation for their customers, so that they don't have to wait in the queue for the next agent during busy periods.
Feature details
Administrators can configure and manage rules to handle voice callback to customers. The system will automatically offer the customers the ability to retain their position in the queue and arrange for voice callbacks when their turn arrives.
See also
Direct callback: Because nobody likes to wait on the phone (blog)
Use direct callback (docs)