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About callbacks in PureConnect for Salesforce

PureConnect for Salesforce supports callback interactions, which are requests from callers to have their calls returned. When a callback interaction is routed to an agent’s queue, the agent picks it up like any other interaction. Once connected, the callback sits on the interaction view until the agent is ready to call the customer.

Note: CIC 2015 R4 is the minimum supported version for callbacks.

Click the phone icon when ready to place the call. Use the buttons below the callback form to retry the call or to indicate whether or not the call was successful

Callback interactions display the active call beneath the callback interaction type.

See Respond to callbacks for step-by-step instructions on working with callbacks.