Create new callback form

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Field descriptions for the Create New Callback form for CRM Touchpoints.

    Field Description
    Number System-generated unique identifier for the callback record starting with prefix CAL.
    Short description Brief summary of the purpose of the call.
    Reason for the call Reason or context for the callback. The available options are:
    • None (default)
    • Product Issue
    • Order Issue
    • Billing Issue
    • Customer Survey
    • Other issue
    • Sales Discovery
    • Product Feedback
    • Customer Relationship Building
    Callback context This field is automatically set to the CRM touchpoint from which the callback was created.
    Priority Priority level of the callback. The available options are:
    • None (default)
    • 1 - Critical
    • 2 - High
    • 3 - Moderate
    • 4 - Low
    • 5 - Planning
    Assigned to Agent responsible for making the call.
    Due date Date and time by which the call should be completed.
    Callback number Phone number to call.
    Outcome Result of the call, recorded after the callback is completed. The available options are:
    • None (default)
    • Resolved
    • Timeout
    • Max attempts exceeded
    • No show
    • Cancelled by agent
    • Technical issue
    • Picked up
    • Interested
    • Left Voicemail
    • Rescheduled
    • Other
    State Current state of the callback record. The available options are:
    • Open
    • Work in Progress
    • Closed Complete
    • Closed Abandoned
    • Cancelled
    Description Optional additional details about the callback.
    Work notes Internal notes about the callback, visible only to team members.