Enable customers to keep queue spot, get callbacks


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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)