Setting Up Group Routing for Callback Widgets in Zendesk
What should I consider when setting up group routing for a callback widget?
When setting up group routing for a callback widget, it's important to select the appropriate group of agents who will handle the calls and callback requests.
Ensure that the agents in the selected group are available to take calls, as the Web Widget (Classic) will display the contact option when they are online. If agents haven't answered or made a call for a while, the system still treats them as online. If the Talk option isn't appearing, try toggling your agents offline and back online to troubleshoot.
More related questions
How do I configure a callback request widget in Zendesk Talk?
To configure a callback request widget in Zendesk Talk, you need to enable the configuration in the Web Widget (Classic) and set up the necessary settings. Start by navigating to the Admin Center, click on Channels in the sidebar, then select Talk…
What are the steps to add a call button to Web Widget (Classic) in Zendesk Talk?
Adding a call button to Web Widget (Classic) in Zendesk Talk involves creating a digital line and configuring the widget settings. First, ensure you have a digital line set up. Then, go to the Admin Center, click Channels in the sidebar, and select…
How can I modify an existing Talk widget configuration in Zendesk?
Modifying an existing Talk widget configuration in Zendesk is straightforward and can be done through the Admin Center. Navigate to Channels in the sidebar, then select Talk and email > Talk. From the Widget tab, expand the widget configuration you…
Can I display average wait times in the Web Widget (Classic)?
Yes, you can display average wait times in the Web Widget (Classic) to inform customers about the expected wait time for an agent. This feature uses the Average Wait Time metric from the Talk dashboard. You can also set custom minimum and maximum…
How do I set a default Web Widget (Classic) in Zendesk Talk?
To set a default Web Widget (Classic) in Zendesk Talk, you need to configure it in the Talk widget settings in Support. If you have multiple Web Widgets, you must designate one as the default, which will appear in your help center. After setting a…
What are the contact options available in Zendesk Talk's Web Widget (Classic)?
Zendesk Talk's Web Widget (Classic) offers several contact options to enhance customer interaction. You can choose from Request a callback, Call us, or both. Request a callback allows customers to enter a phone number for a callback, while Call us…
Why should I avoid using toll-free numbers for outbound calls in Zendesk Talk?
It's recommended to avoid using toll-free numbers for outbound calls in Zendesk Talk because they are designed for domestic inbound calls. Toll-free numbers do not support outbound calls, which can lead to issues when trying to return callback…
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