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This article explains how agents can schedule a callback with a customer during a digital conversation or in wrap-up, ensuring timely follow-ups and a better customer experience.

Overview

Talkdesk Scheduled Callbacks allows you to book a follow-up call with a customer at a date and time that works for them. You can schedule callbacks while you are on digital conversation, or during After Call Work (wrap-up).

Callbacks can be assigned to yourself, another agent, a specific queue, or any available agent, depending on your account configuration.

You will receive a preview pop-up when a callback is ready to be launched. You can then:

• Connect the call.
• Reschedule the callback.
• Cancel the callback.

You can also view previous related interactions to maintain full context.

Pre-Requisites

You can schedule callbacks if:

• You are using Talkdesk Agent Workspace - Conversations app.
• You are handling a digital conversation (SMS, Email, Chat, WhatsApp, Facebook Messenger).
• Scheduled Callbacks are enabled for your account.

If you don’t see the Callback Scheduler tab on a call or during wrap-up, please contact your system's administrator.

Scheduling a Callback in Digital Conversation

1. While on an active digital conversation, open the Callback Scheduler [1] tab in the side panel.

2. Click Schedule callback [2].

3. Select the Callback Phone Number:
   • In SMS and WhatsApp conversations, the selected phone number is the contact’s current number in the interaction.
   • In other digital conversations,  whenever a contact is known and contains a phone number, the phone number will be selected as the callback phone number.
   • If a contact contains multiple phone numbers, the first number will be selected by default.
   • If a contact contains no phone number, the agent can enter a phone number in Callback Scheduler, and the number will be automatically added to the contact.
   • If the contact prefers a different number, it is possible to:
     • Choose one of the customer’s existing phone numbers, or;
     • Add a new phone number if needed.

Note: When the contact is not known, we suggest the agent create a new contact or associate the conversation with an existing contact prior to scheduling a callback.

4. Confirm or Update the contact’s Time Zone:
   • The system automatically detects the contact’s time zone based on the phone number.
   • Update it if the contact is in a different time zone.

5. Choose the Callback Date and Time:
   • Select the preferred callback date and time. You will now be able to see:
     • The customer’s local time.
     • Your local time.
     • Whether you already have other callbacks scheduled at that time.

6. Assign the Callback
   • Choose how the callback should be handled by:
     • Myself only
     • Myself if available
     • Specific agent(s)
     • Specific queue(s) 
     • Any available agent

Note: Available options depend on your account’s configuration and call type.

7. Save the Callback.
   • Click Save.
   • A green confirmation label appears when the callback is successfully scheduled.

Schedule a Callback During Wrap-Up

You can also schedule a callback during After Call Work:

1. Complete the conversation.
2. Open the Callback Scheduler tab in Wrap-Up.
3. Follow the same steps as above.
4. Click Save.

Note: Clicking Submit in Wrap-Up DOES NOT save the callback. You must click Save in the Callback Scheduler before submitting your after-call work.

Receiving a Scheduled Callback

At the scheduled time, an eligible agent (based on assignment rules) will see a preview pop-up. The preview duration depends on your account’s configuration.

Options on Preview:

1. Make a call: Initiate the callback to the customer.
2. Reschedule: Select a new date and time if you are unavailable.
3. Cancel: Cancel the callback.

Preserving Context During Callbacks

While handling a callback, you can view the Callback Thread to maintain context and improve customer interactions. The Callback Thread will display all calls associated with the current callback, including the root interaction and all prior scheduled callbacks derived from it.

Best Practices

• Always confirm the associated contact before scheduling a callback.

Important Note: Always remember to click Save, as callbacks are not saved automatically.