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This article explains how administrators can enable and configure Talkdesk Scheduled Callbacks so agents can schedule and manage callbacks during voice interactions.

Overview

Scheduled Callbacks allows agents to schedule follow-up calls with customers at a preferred date and time, promoting timely follow-ups to customer interactions. 

Important Note: Before agents are able use this feature, administrators must ensure it is enabled, configured, and properly permissioned.

Pre-Requisites

To enable Talkdesk Scheduled Callbacks, ensure that:

• You have Administrator permissions.
• Your account includes Voice Engagement and the following applications are installed in your account
  • Callback Scheduler.
  • Callback Scheduler Configurations.

If you are unsure whether Scheduled Callbacks is available for your account, please submit a Support ticket.

Enabling Callback Scheduler

To allow agents to schedule callbacks, enable the callback scheduler in the Voice channel:

1. Go to Admin > Channels > Voice.

2. Under the “Conversations” tab, click the Edit button.

3. Toggle Callback Scheduler on for inbound and/or outbound calls. It is possible to specify whether Callback Scheduler is enabled on a call or in wrap-up.

4. Click Save.

Configuring Roles and Permissions for Callback Manager

To allow supervisors to manage scheduled callbacks, there must be an update to their corresponding, role-based permissions:

1. Go to Admin > Roles and Permissions.
2. Select the role you want to update.
3. Enable the appropriate Callback Manager permissions for Configurations and Schedule subtabs:
   • View: Provides visibility to the corresponding subtab in Callback Manager, no editing permissions.
   • View + Manage: Provides visibility to the corresponding subtab in Callback Manager, plus the editing permissions.

4. Click Save.

5. Additionally, enable Contacts > Business > Update permission if your organization allows agents to add a new contact number while scheduling a callback.

Important Note: Permissions will immediately take effect and be applied to the corresponding roles.