Enable customers to keep queue spot, get callbacks

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Nov 2022 - Feb 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.