To configure a Scheduled Callback channel, set the following options:
- Queue – The queue to which the scheduled callback will be assigned.
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Schedule group – Defines which calendar is used to present available days and times for scheduling a callback (select an existing schedule group).
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Slot duration – The length of a single time slot in which available callback times are presented.
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Padding – Determines how many time slots should be skipped before the first available callback time is shown.
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Maximum number of slots – Sets the maximum number of callbacks that can be scheduled in a single time slot to prevent overbooking.
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Script – The script that will be displayed to the Agent when handling the scheduled callback interaction.
- Default country – The default country code displayed to the user when they enter their phone number. It is detected automatically based on the user’s IP address, you can change it to a different default if needed.
To configure an Immediate Callback channel, set the following options:
- Queue – The queue where callback calls will be directed.
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Script – The script displayed to the agent when handling the callback interaction.
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Default country – The default country code displayed to the user when entering their phone number. Automatically detected from the user’s IP, but can be changed.
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Schedule group – Optional. Learn more about checking the schedule group.
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Estimating waiting time – Optional. Learn more about estimating waiting time.
