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How to build and test your first Callback Request Widget

Callback requests let visitors ask an agent to call them back instead of waiting in a chat. Visitors can ask for a call right away, book a time slot for later, or both. To set this up, you add the Callback Request channel to your widget, choose a callback mode, and connect it to Genesys Cloud queues.

Before you begin

Make sure you have:

  • access to Deployments in the TrueEngage admin panel
  • at least one Genesys Cloud queue for callbacks
  • a Genesys Cloud schedule group with opening hours, if you plan to offer scheduled callbacks

1. Add the Callback Request channel

Where: Deployments → your deployment → Channels (left sidebar)

  1. In the Choose channels panel on the right, find Callback Request.
  2. Drag it into an empty channel position in the widget layout.
  3. Check that the callback channel appears in the preview.

 

2. Set the callback mode

Where: Settings (left sidebar) → Callback section in the right-hand panel

Setting Option What the visitor can do
Callback mode Scheduled and Immediate (recommended for your first test) Ask for a call now or book a later slot
  Scheduled Book a later slot only
  Immediate Ask for a call now only
12-Hour Time Format On or Off When on, slot times are shown with AM/PM

 

3. Set up callback routing

Where: Routing (left sidebar)

Routing tells TrueEngage which Genesys Cloud queue receives each callback. Scheduled and immediate callbacks have separate sections. Fields marked with an asterisk (*) are required.

Scheduled Callback

Field What to enter
Queue* The Genesys Cloud queue that receives scheduled callbacks
Schedule group* The Genesys Cloud schedule group whose opening hours set the bookable slots
Slot duration* The length of each slot, for example 30
Padding* The number of slots to skip before the first available callback time, for example 1
Maximum number of slots Optional. The maximum number of slots shown to the visitor
Script Optional. A Genesys Cloud agent script, or None
Default country Select Detect automatically to pre-fill the visitor’s country code

 

 

Immediate Callback

Field What to enter
Queue* The Genesys Cloud queue that receives immediate callbacks
Script Optional. A Genesys Cloud agent script, or None
Default country Select Detect automatically to pre-fill the visitor’s country code
Check schedule group Select this to offer immediate callbacks only during opening hours
Check estimated waiting time Select this to offer immediate callbacks only when the queue’s wait time is acceptable

4. Test the callback channel

Where: Test Page button, upper-right corner of the admin panel

  1. Open the widget from its launcher and select Callback.
  2. With Scheduled and Immediate selected, the widget shows two options: Call me back now and Call me back later.