Customer Callback Options in Zendesk Talk
What are the options for customers when requesting a callback?
When customers request a callback in Zendesk Talk, they have a few options. After hearing the Callback greeting, they can press 1 to request a callback on the number they called from or press 2 to request a callback to a different number. The alternative number must be in E.164 format, which includes the country code and subscriber number.
If the number is not in the correct format, the customer will be prompted to enter it again. Additionally, customers can press 3 to return to the queue on hold. It's important to ensure that your IVR greeting informs customers about these options if you have an IVR set up.
More related questions
How does the customer callback feature work in Zendesk Talk?
The customer callback feature in Zendesk Talk allows customers to choose between waiting on hold or requesting a callback. When a customer opts for a callback, their place is held in the queue, and the call is automatically returned when an agent…
How do agents handle callback requests in Zendesk Talk?
Agents in Zendesk Talk handle callback requests through the call console, where they can click 'Call' to return the call or 'Decline' to send it back to the queue. The callback request is sent to all agents for one hour. If no agent accepts the…
How can I enable the callback feature in Zendesk Talk?
To enable the callback feature in Zendesk Talk, you need to configure it for each individual Talk number. Start by navigating to the Admin Center, click on Channels in the sidebar, then select Talk and email > Talk. Go to the Lines tab, click the…
Can I configure callback for digital lines or toll-free numbers?
No, you cannot configure the callback feature for digital lines or toll-free numbers in Zendesk Talk. The callback feature is only available for standard Talk numbers. If you attempt to set up callback on a digital line or toll-free number, it will…
What happens if no agents are available for a callback request?
If no agents are available to handle a callback request in Zendesk Talk, the request is canceled after 60 minutes, and a Zendesk Support ticket is created. This ensures that the customer's request is documented and can be addressed later. Agents in…
How can I report on callback activity in Zendesk Talk?
You can report on callback activity in Zendesk Talk using the Talk Professional dashboard. This dashboard provides metrics such as Callbacks in queue, Total callback calls, and Average callback wait time, allowing you to analyze your account's…
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