Working with callback requests from customers

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

    • Customers can request a callback from an agent when the wait time to reach an agent is too long or agents are unavailable.

    Callback requests by customers

    Customers can request a callback either as soon as possible or at a preferred date and time from one of the following channels:

    • Virtual Agent
    • Customer Service Portal
    • Engagement Messenger

    Customers can request an immediate callback on a voice channel such as phone or schedule a video callback over Zoom.

    Callback requests for agents

    The agents can perform the following actions:

    • Review the context of the interaction such as knowledge base article views, search history, and the Virtual Agent conversation before calling the customer to become familiar with the context.
    • Use the Click-to-call button to make a voice call to a customer either as soon as possible or at a scheduled date and time.
    • Use the Zoom meeting URL to make a video call to a customer at a scheduled date and time.
    • Retry the callback if the customer does not accept the call.
    • Reroute the callback request to a different agent.