Call Me Back Feature

Telzio's Call Me Back feature gives callers who are currently on hold in your Queue the option to request a callback.

This option is presented to all callers NOT first in line to speak with an agent. 


How it Works

While on hold, the caller will be presented with an announcement after 90 seconds, informing them toPress 1to request a callback.

After pressing 1, the caller hears a short confirmation message, the call disconnects and an email is sent to the selected recipient(s) for callbacks.

Callback Recipients

All Agents This option sends a callback request email to all agents in the queue, whether they are marked as available or not.
All Enabled Agents This option sends a callback request email only to agents marked available in the queue.
A Random Agent This option sends a callback request email to a random availableagent in the queue.
User This option sends a callback request email to a specific user in your Telzio account. They may or may not be in the same or any queue at all.
Group This option sends a callback request email to all users in a specified user group. These users may or may not be in the same or any queue at all.
Email This option sends a callback request email to a specified email address. This can be any email address and is not required to be connected to the Telzio account in any way.

How to Enable the Call Me Back Feature

Enable the "Press 1 to Call Me Back" Option

enable the callback feature

Select the Callback Recipient(s)

select callback recipient


Callback Email Example

Your agent(s) will now receive an email containing all the details of the callback request:
callback email