Configuring scheduled callbacks

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.

To add the action to a Contact page layout perform the following steps:

1. Go to your Contact object's Page Layouts within Setup in Salesforce.
2. Locate the page layout that you want to add the callback action to and click Edit alongside. The page layout appears in edit mode.

3. In the top section, click Actions. The available actions appear.
   Drag New Callback down to the Actions in the Publisher area.

4. 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:

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 Using callbacks using Vonage Contact Center in Salesforce.