Configuring Omnichannel Callback

Configure the Omnichannel Callback features and components that you need to support agents with callback requests.

Configuration overview

Admins can enable the callback feature and configure one or more callback channels by navigating to Conversational Interfaces > Settings > General > Omnichannel Callback and clicking Manage. The callback behavior per channel can be set by configuring the following callback parameters: Topic, Maximum callback attempts, and the callback timeout threshold. For more information on how to configure the callback behavior, see Configure callback behavior for a channel.

The Omnichannel Callback app includes the default Callback-Phone and Callback-General topics. The Callback-Phone and Callback-General topics are triggered when agents are not available or the agent wait time is longer than the callback threshold time, which is the average of the most recent AWA queue time. You can customize the default callback topics as per your requirements. For more information on how to customize the callback topics, see Customize a default callback topic.

1. Get started with Omnichannel Callback

   Review this information before you start setting up Omnichannel Callback.

2. Install Omnichannel Callback

   You can install Omnichannel Callback if you have the admin role.

3. Configure callback behavior for a channel

   Configure callback behavior for a channel using the callback parameters.

4. Customize a default callback topic

   Customize the default callback topic as per your requirements.