Work the callbacks queue

When a caller asks to be rung back, or the agent takes a message for the team, it appears in Callbacks with the reason and a due time. Work through it from the top and close each one when it is done.

1. In the sidebar open Callbacks. The Waiting queue is selected.
2. Read each row: the person, how to reach them, the reason, and an Urgent tag when the agent marked it so. A row from a call says from a call.
3. Assign it with the Assigned to menu on the row, or Assign to me under More.
4. Ring the person yourself, then press Done. The row closes as completed.
5. If they did not answer, open More and choose Record no answer. The callback stays open and comes due again in 45 minutes. Record message left closes it.
6. If it is no longer needed, choose No longer needed under More. It moves to Closed and can be reopened there.

Queues and filters

• Waiting, Late, Unassigned, Closed and All show a count beside each name. Late counts callbacks past their due time.
• Search by name, contact or reason, and filter by Assignee.
• Press a row's Open details to see the Messages from the caller, each Recorded attempts entry, and Due back, where you can change the due time with In 30 min, In 2 hours, Tomorrow 9am or a date and time, then press Save due time.

Add one yourself or let the agent ring

Press New callback, fill Contact name, Number or email and What needs following up, then press Add callback. On a plan with a phone number, Agent call or Ask the agent to call has the agent ring the person instead of you. See have the agent call someone.

Related guides

• Have the agent call someone with a noteWrite a short note and let the agent ring a client, a caller or a contact, deliver it, and report back in Conversations and your notifications.
• Read call transcripts and summariesFind a call in Conversations, read what was said, play the recording, and filter by channel, assignee or unread.
• Transfer calls to a personSet the number the agent puts callers through to when they ask for a person, limit transfers to opening hours, and tell the agent when to stop and get you involved.