Omnichannel Callback for Customer Service Management
Enable users to request a callback from agents
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About
The Omnichannel Callback for Customer Service Management extends omnichannel callback capabilities to support CSM-specific use cases. This includes customer experience, agent experience, and CSM data model support. In addition to customer-scheduled callbacks, agents can now create callbacks on behalf of customers from CSM Configurable Workspace. Agent-scheduled callbacks can be created from any omnichannel interaction (chat, voice, email, messaging) or case records. Agents can schedule, reschedule, and cancel callbacks.
Key Features
- Request an omnichannel native callback at the earliest available time or at a scheduled time from the Virtual Agent, Engagement Messenger, or Customer Service Portal.
- Reschedule or cancel a scheduled native callback.
- Agent-scheduled callback workflow:
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- Callback creation: While working on a case or during an active interaction, the agent selects Schedule Callback. In the scheduling widget, the agent enters the customer's callback number, preferred date and time, reason for the call, and short description. The widget displays the customer's time zone. The agent selects Schedule.
- Callback task created: The system creates a callback task. The callback task state is set to Open.
- Callback confirmation: A confirmation message is displayed indicating that the callback has been scheduled for the customer at the specified time. The message includes a link to the callback record.
- Viewing and managing: Agents can view active callbacks from the Scheduled Callbacks list view and as tiles in the contextual side panel. From either view, agents can reschedule or cancel callbacks for the contact or consumer.
- Reschedule: The agent can change the date and time of a scheduled callback on customer request. A confirmation message is displayed indicating that the callback has been scheduled for the customer at the specified time.
- Cancel: The agent can cancel callbacks that are no longer needed on customer request. A confirmation message is displayed indicating that the callback has been canceled for the customer.