Queue Callbacks

A queue callback is a flow option presented to a caller waiting in a queue. After waiting a specified length of time, the caller can choose to receive a callback from an agent when their request reaches the top of the queue instead of waiting on the phone. The feature and associated media prompts are configured through the flow object parameter settings.

When the request reaches the top of the queue, a callback work offer is placed to an available agent in the queue that you identify in the flow. Once the agent accepts the work offer, an outbound call is placed to the customer. The customer can choose to be called back at the number that they called from, or at a different number that they enter.

Customers must enter their callback number in E.164 format. The default text provided in the flow objects includes standard instructions to meet the E.164 requirement. If you change the default text, ensure that your media prompt provides the necessary information applicable to your region.

By default, interactions that wait in a queue for more than 72 hours for a callback are proactively canceled. To request that the queue callback timeout be changed for your tenant, please contact your account representative.

These instructions are specific to the built in queue callback feature. You can customize your own queue callback experience by manually designing your flow with the appropriate notations. See Customized Queue Callback for details.

Enabling Queue Callbacks

Queue callback is enabled and configured through the flow design. There are several options available so that you can choose the one that best fits your needs or current call flow design. Each option is incorporated through the queue interaction portion of the call flow.

The callback related media prompts in the applicable flow objects are populated with default data that you can use without making any changes. Alternatively, you can edit them to use different messaging or languages as desired.

To enable and configure the queue callback feature, refer to these flow object options:

If you only need a single media file to play to callers who are waiting in the queue, use the Queue with Media or Queue Resource with Media queue interaction flow objects. You can also enable either of these objects to offer the queue callback feature after a period of time that you specify in the object parameters.

To enable queue callback using Queue with Media or Queue Resource with Media: 

  1. Create or edit the customer call flow that you want to offer the callback feature on.
  2. Click to enable the Callback Enabled toggle when you are configuring the parameters for your Queue with Media or Queue Resource with Media objects.
  3. Complete the remaining callback related parameters as desired. They are populated with default text and settings, but you can update them as needed to suit your needs.
    You can find detailed instructions on each of the object's parameters on the Flow Designer Reference.
  4. Publish the flow and add a dispatch mapping for the contact telephone number.

With this option, the customer is placed into the assigned queue. A piece of hold music or media plays for the specified period time, and then the callback option is presented to the caller. If the caller does not request the callback and waits on the line, they will continue to hear the previous piece of hold music or media until an available agent accepts their call.

If you want more than one piece of media presented to customers who are waiting in the queue, use either the Queue with Flow or Queue Resource with Flow queue interaction flow objects. With either of these objects, you select a reusable flow containing multiple components to insert into the queue interaction. The reusable flow must be created on your tenant or shared from a parent tenant, and needs to incorporate the queue callback portion.

To enable queue callback using a reusable flow and Queue with Flow or Queue Resource with Flow: 

  1. Create or edit a reusable flow that you want to present to callers waiting in queue and offer the callback feature on.

    Reusable flows are flows that are created with the type of Reusable.

  2. Begin your flow with the Entry event, and insert the subsequent events such as Play Media to play the various media prompts that you want.
  3. Insert the Offer Queue Callback flow object into your flow at the point where you want the callback to be offered to the caller. Complete the object parameters as desired. They are populated with default text and settings, but you can update them as needed to suit your needs.
    You can find detailed instructions on each Offer Queue Callback parameter under the Flow Defaults section of the Flow Designer Reference.
    Here is an example of a basic reusable flow that:
    • Plays one media file for a specified period of time
    • Offers the queue callback to the caller
    • Plays another media file on a loop if the customer is still on the phone until an available agent accepts their call
      Reusable flow example for queue callback
  4. Publish the reusable flow.
  5. Create or edit the customer call flow that you want to offer a callback.
  6. When configuring the parameters for your Queue with Flow or Queue Resource with Flow objects, select the reusable flow that you published in Step 4 from the Media Flow drop down menu.
  7. Publish the customer flow and add a dispatch mapping for the contact telephone number.

With this option, the customer is placed into the selected queue. Their experience while in the queue is the one that is designed in the assigned reusable flow. When the Offer Queue Callback object is reached within that reusable flow, the callback option is presented to the caller. If the caller does not request the callback option and waits on the line, the will continue through the reusable flow path and wait in queue until an available agent accepts their call.

 

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