Scheduled Callback Management
The callback system ensures agents follow up with customers at the right time. Callbacks are linked to cases and contacts, creating an organized follow-up workflow.
How Callbacks Work
- Schedule — set a date, time, phone number, and optional notes when creating a callback
- Track — callbacks appear on the agent's dashboard ordered by due date
- Complete — mark as completed when the call is made; a note is automatically added to the case
- Reassign — transfer callbacks to other agents when workload shifts
Case Integration
Each callback links to a specific case and optionally a specific issue within that case. This keeps the callback context directly tied to the work being done.