Scheduled callback

Who should read this article: Agents

Learn how to schedule, manage, and handle scheduled callbacks to provide timely follow-ups for your contacts.

Introduction

The Voiso Scheduled Callback feature empowers you to provide better customer service by allowing contacts to request a callback at a time convenient for them. It helps manage your workload, improves efficiency during peak hours, and ensures you can deliver focused support by rescheduling calls for off-peak periods.

You can also suggest a scheduling callback for your contact. This allows you to gather necessary information and review a contact’s history before reconnecting, ensuring you are well-prepared to resolve their issues.

You may also choose to schedule a callback to follow up on your current call after completing promised actions or resolutions.

Scheduling a callback on a call

Follow these steps to schedule a callback while on a real-time call with a contact:

1. On the Call screen, click the Callback button. (Note: You may need to click the More button to access the Callback option).
   
2. On the Schedule a callback screen, enter the following information:
   • To: The contact’s phone number. The current number is filled in by default but can be changed. (1)
   • Date and time: Click a Call back in (min) button (5, 10, 15, 30, or 60) to call back that many minutes from now, or choose a time from the list. The list shows times in 5-minute steps, from at least 5 minutes ahead up to 21:55, within the next 30 days. (2)
   • Time zone: Confirm the time zone detected for the contact’s phone number or select a different one. (3)
   • From: Select a Caller ID from the list provided. Inform the contact of the Caller ID they should expect. (4)
   • Callback note: Add a note to remind yourself of key details for the callback. (5)
     
3. Click Schedule to schedule the call.

Scheduling a callback from your history

To schedule a callback from your call history, follow these steps:

1. On the Agent Panel, click the Call history button to display the Call History screen.
2. In the Recents list, find the call from a contact you want to create a callback for.
3. Click the Callback button, then follow the steps above.
   

Scheduling a callback in Agent Workspace

In Agent Workspace, you can schedule a callback from any call or SMS record. To schedule a callback during a call, follow the steps in Scheduling a callback on a call.

1. In the Calls or SMS section, select the record of the contact you want to call back.
2. Click the Schedule callback icon.
3. In the Schedule callback window, set the callback time:
   • Click a Call back in button (5 min, 10 min, 15 min, 30 min, or 60 min) to call back that many minutes from now. Buttons that would set a time outside 08:00 to 21:59 are not shown.
   • Or enter a Date and a Time (24-hour clock). You can enter any minute between 08:00 and 21:59, within the next 30 days. By default, the date is tomorrow and the time is 09:00.
4. Check the To number and the Time zone, select a Caller ID in From, and add Notes if needed.
5. Click Schedule.

If the time you set cannot be used, the Schedule callback window shows one of the following messages:

Scheduling callbacks in detail

The following table describes the Schedule Callback fields in detail:

Handling a callback call

To be ready for the scheduled callback, ensure that your status is set to Available.

At the date and time of the scheduled callback the call rings on your Agent Panel and your status changes to Ringing.

Voiso waits for you to click Answer then calls the contact.

When the contact answers, your status changes to Outbound.