...
...
...
...
...
| width | 60% |
|---|
How do I add the New Callback action to Contacts or Leads?
...
If you are using Salesforce Classic, and if enabled for the account, an agent can schedule a callback. Scheduling a callback creates a reminder that prompts the agent to call a contact or lead at a time that's more convenient for them
...
.
Before an agent can use this feature, you must add the New Callback action to the publisher actions area on Contact, Lead, or both, objects.
| Column | |||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||||||
|
You can currently use this feature only with Contact and Lead objects.
Because quick actions appear in the Chatter feed, to use the New Callback quick action, you must enable Chatter in your Salesforce org.
To add the action to a Contact page layout perform the following steps:
- Go to the Administration Setup Page in Salesforce.
- On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Customize and then Contacts.
- In the expanded list of items, click Page Layouts. Contact Page Layout appears.
- 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 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:
Custom Settings field | Description | Example |
|---|---|---|
| ContactWorld Account Key | Your Vonage Contact Center account key. You must also set your API token for the account key. For information about setting your API token, see Configuring Vonage Contact Center API authentication tokens. You may have already added this information to configure another feature. | polik21xpsu |
For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
You will also need to set your API token for the account key. For information on how to set your API token, see Configuring ContactWorld API Authentication Tokens
Agents can now schedule a callback in Contact or Lead objects. For information about scheduling a callback, see Scheduling a callbackUsing callbacks using Vonage Contact Center in Salesforce.