Queue Callback Request
You can offer your customers to request a callback if they don’t want to stay on the line. In this case, a caller retains their position in a queue, and once one of the department employees becomes available, the system will first call the employee and then the customer.
The queue callback feature will help you retain customers and increase their loyalty since they don’t have to wait for a long time on the line for a response.
1. Click a department for which customers you want to configure queue callbacks.
2. Find and enable the For impatient customers option at the bottom of the settings.
3. Further down, additional settings will be revealed. Enable Suggest requesting a callback or leaving a message to voicemail.
4. You can suggest requesting a callback or leaving a message for voicemail by using a standard message or uploading your audio recording.
5. Save current settings to enable queue number notifications immediately.
Please note
A callback has a time limit, as specified in the If no employee responds within… section. Read more about the waiting time settings in the article Flexible Setup of Waiting for Response Time. If the waiting time in the queue has expired and none of the employees have answered the call, the system will call the customer back, apologize, and offer to leave a message to voicemail.
We recommend setting the waiting time to 10 minutes. If you set a shorter waiting time, such as 30 seconds, employees may not have enough time to handle the callback, and the customer will receive a message that the department is unavailable and will be offered to leave a voicemail.