Using callbacks using Vonage Contact Center in Salesforce

If you are using Salesforce Classic and if enabled and configured for your account, you can schedule a callback. Scheduling a callback creates a reminder that prompts you to call a contact or lead at a time that's more convenient for them. You might schedule a callback if you are speaking to a contact and they request that you call them back at a different time. When that time comes, you are reminded to make the call. For information about configuring scheduled callbacks, see Configuring scheduled callbacks.

You can currently use this feature only with Contact and Lead objects.

In this page

Scheduling a callback

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How do I schedule a callback?

To schedule a callback from the Contact or Lead record, click New Callback. The callback dialog appears.

Provide information in the following fields:

Due date Set the date and time for the callback.
Comment Optionally add a comment that is included in the callback task record.

When you've filled in these fields, click Create. A new callback is scheduled, and a callback task record is created. The record is a placeholder for the call you will later make.

After you have scheduled the callback, depending on your configuration, a new entry might appear in the Contact or Lead object's Chatter feed with a link to the callback task record.

You can also view pending callbacks in the Open Activities section of the Contact or Lead object's record.

Depending on your settings in Salesforce, a reminder for this scheduled callback appears in a popup window. For information about reminder settings, see Salesforce help.

Enable popups in browser

You must allow your browser to display popup windows from Salesforce; otherwise, your reminder does not appear.

When the reminder appears, you can make the callback.

Making a callback

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How do I make a callback?

When you have scheduled a callback, ContactWorld prompts you to call back the contact or lead at the requested time.

To make a callback, perform the following steps:

Inside the callback reminder popup, click Callback. The callback task record appears in your main Salesforce browser window.
In the callback task record, click the contact or lead's phone number. This initiates an outbound call using the Click to dial feature. For more information about Click to dial, see Using Click to dial in Vonage Contact Center in Salesforce.

When you have finished and ended the call in the usual way, the callback task record closes. The callback task record is updated with call information and the record's name is changed to reflect the fact that the call has been made.

Taking notes during the call

If you want to take notes during the call, click the contact or lead's name. The object's record appears. For information about adding notes during the call, see Logging a call during the call.

Edit layout

If the comment field does not appear in the callback task record, add the Comment field to the Task page layout.

From NewVoiceMedia version 2.8.5 in Salesforce, ContactWorld only updates the scheduled callback task record if you handle the callback within one week of the scheduled date and time. If you make the callback more than one week after the scheduled date and time, a new task record is created as if you made a normal outbound call.