Use callbacks to reduce hold times while ensuring inbound callers still reach an available Agent quickly.
Callback Alert Information
Caller Name & Phone Number (A) – When provided by Caller ID, the caller’s name and phone number appear so you can quickly see who requested the callback.
Call Type (B) – Review the labels that indicate whether the caller is a Lead, Customer, or Previous Customer. Green indicates Lead, orange indicates Customer, and blue indicates Previous Customer. Callers who are both a Customer and an active Lead will show both labels. A grey label labeled “Unknown” appears when the number has not been previously classified.
Location (C) – Confirm the location where the original call was dialed in so you know which facility or office the request relates to.
Ad Source (D) – Check which ad source is associated with the number used to dial in, so you can understand the marketing channel for this call.
Queue (E) – Identify the callback queue that received the request. This represents a group of Agents designated by your management team specifically for callbacks.
Accept a Callback
If the callback connects to voicemail or is answered, the task is considered complete and is removed from the queue. If the callback does not connect, the task remains in the callback queue. After completing the callback, you may be placed in a Cooldown status, and the call will appear in the caller’s History.
Start Call (F) – Click to initiate the callback. When you accept the call, the call bar reads “Call to <<number>>.” If you are connected via computer, use a headset. After you click Accept, Chrome prompts you for microphone access. Selecting Allow connects you to the caller; selecting Block sends the call to the next available Agent. If your call bar goes directly to No Mic status instead of connecting, update your microphone permissions in Chrome.
Matching Lead Number (G) – When you accept a callback from a Lead, the system automatically opens the corresponding Lead card so you can review details before and during the conversation. If the caller is both a Customer and an active Lead, the system still opens directly to the Lead.
Matching Customer Number (H) – When you accept a callback from a Customer, the system automatically opens the corresponding Customer card, allowing you to quickly view their account information.
Unknown Number (I) – When you accept a callback from an Unknown number, the system opens the greeting card. From there, you can create a new Lead or match the number to an existing Lead or Customer so future calls are classified correctly.
Reject a Callback
Reject (J) – Click to decline the callback regardless of your connection method. This closes the alert and sends the callback to the next available Agent in the queue. Depending on your management’s settings, rejecting a callback may also place you in an Inactive status.