Working with callback requests using Engagement Messenger

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

    • As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.

    Request a callback using Engagement Messenger

    Request an immediate voice callback or schedule a voice or video callback from an agent using Engagement Messenger.

    Before you begin

    Role required: none

    About this task

    You can request an immediate callback only over a voice channel. Use the Call me later option to request a video call.

    Procedure

    1. In Engagement Messenger, select the Request a callback card.
    2. In the Callback requests page, select Request a callback.
    3. Enter your name, phone number, issue type, and description.
    4. Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.
      Type of callbackAction
      Immediate voice callback Select Call me now.
      Scheduled voice or video callback
      1. Select Call me later.
      2. Select the type of call.
        • For a phone call, select Voice.
        • For a video call, select Zoom.

      3. Select a date and time from the calendar.

        The date and time slots indicate the agent's availability.
    5. Select Submit.

    Result

    • A callback request is created.
    • A confirmation email is sent.

    Reschedule a callback using Engagement Messenger

    Reschedule a callback from an agent using Engagement Messenger.

    Before you begin

    Role required: none

    Procedure

    1. In Engagement Messenger, select the Request a callback card.
    2. In the Callback requests page, select the callback request that you want to reschedule.
    3. Select Reschedule.
    4. Choose a date and time from the calendar.
      The date and time slots indicate the agent's availability.
    5. Select Submit.

    Result

    • The callback request is rescheduled.
    • A confirmation email is sent.

    Cancel a callback using Engagement Messenger

    Cancel a callback from an agent using Engagement Messenger.

    Before you begin

    Role required: none

    Procedure

    1. In Engagement Messenger, select the Request a callback card.
    2. In the Callback requests page, select the callback request that you want to cancel.
    3. Select Cancel .
    4. Confirm the cancellation in the confirmation message.

    Result

    • A callback request is canceled.
    • A confirmation email is sent.