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To add the action to a Contact page layout perform the following steps:
- Go to your Contact object's Page Layouts within Setup in Salesforce.
- Locate the page layout that you want to add the callback action to and click Edit alongside. The page layout appears in edit mode.
In the top section, click Actions. The available actions appear.
Section Column width 40% Drag New Callback down to the Actions in the Publisher area.
Column width 60% Click Save. The task page layout is saved. When you open a Contact record, the New Callback action appears in the publisher actions area.
To add a New Callback action to a Lead page layout, perform the same steps as for the Contact page layout but expand Leads instead of Contacts in step 2.
You must then add the following information to custom settings:
Value | Custom Settings field | Example |
|---|---|---|
| Your ContactWorld account key | ContactWorld Account Key | polik21xpsu |
| The API token for your ContactWorld account key | ContactWorld API Authentication Token | znEJrJ66Ak+CC8e+GHCq4Iy8lzx5YIlv4tfuCtY6Rue= |
For information about editing custom settings, see Configuring custom settings for optional NewVoiceMedia features in Salesforce.
Agents can now schedule a callback in Contact or Lead objects. For information about scheduling a callback, see Using callbacks using ContactWorld NewVoiceMedia in Salesforce.