Activating and Configuring Queue Callback
When activated, Queue Callback (also known as virtual callback or virtual queueing) will dial your callers back if they hang up while waiting for 30 seconds or longer while in queue. Upon the call back, the agent will greet the caller by saying "Hello, I am calling you because you have requested a callback" before the scripted greeting, so that callers are aware of who is calling them.
In this article we'll discuss:
Why you would want to activate queue callback
Queue callback is a great option to help keep those customers happy who don't have time to wait for a live agent. With queue callback activated:
- Your callers will receive either a call back or an SMS message if they hang up after 30 seconds or longer while waiting for an agent
- No fees are added to your monthly invoice - this is a free feature
- The call is still processed by the first available receptionist
How to activate queue callback
Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.
Under Telephony, select Numbers.
Select the number where you want to add the Callback feature.
Under the Queue Callback section, check the Queue Callback Status box to activate.
Then, select when you want to trigger the Queue Callback. You can choose to have it call back all callers, or only first time callers. If you choose First time callers only, note that the system doesn't reset. Meaning, if a customer calls 3 months ago and then calls again from the same caller ID, the system will not consider that customer to be a first time caller.
Next, enter in the time frame you want the Queue Callback to activate. For example, you may want it to activate an hour before your business opens, and have it deactivate an hour after your business closes.
Sending an SMS message
If you'd prefer to send your mobile callers a Text instead of having us call them back, check the Send an SMS Message box to activate. Then, fill in the SMS text you want sent to callers.