Callback requests

Callback requests

Not every contact has time at the moment of the call. Some ask for a callback at a later point. Nexcal can capture such callback requests, provided the campaign is configured accordingly.

When a callback makes sense

• The contact has no time right now but is interested in principle.
• The contact would like to speak at a more suitable time.
• An appointment is not the goal of the campaign, but a later contact is useful.

A callback is an alternative to direct appointment booking. How the two differ is described in callbacks instead of appointments.

How the agent handles a callback

The agent takes up the callback request when this is provided for in the campaign. It confirms the request factually and captures the relevant details in the result fields. The agent does not promise a fixed appointment unless an appointment process is configured. If the contact only signals general interest in a later conversation, the agent records this information as well, without making binding commitments. This keeps the next steps clearly traceable for your team.

What happens after a callback request

A captured callback request is documented in the conversation result and receives a callback status. How the process continues depends on your campaign and execution configuration. Details are described in callback scheduled.

Hinweis: Whether the agent may offer a callback depends on the campaign configuration. Without the corresponding configuration, the agent does not offer a callback.

Related topics

• Callbacks instead of appointments
• Callback scheduled
• Callback status