Working the callback and do-not-call lists
Callbacks are a queue for your agents. Do-not-call changes are limited by role.
Callbacks
When a caller asks to be called back, the bot records that a callback was promised. It does not choose a time. Your agents open the Callbacks page, set when the call should happen and ring back from there. Notes are added to a history and never overwritten, so you can see everything that happened with a lead.
Do-not-call
- Everyone can see the list.
- Managers and admins can add numbers.
- Only admins can remove a number. Removing one also resets that lead's status on the dialer so it can be called again.
Heads up
Do-not-call and callbacks are matched by phone number. If your dialer does not send the lead's number with the call, the bot falls back to the caller ID, and if neither is available nothing can be recorded.