- Prompts an agent to schedule a callback time.
- Sends a reminder to the agent before the scheduled time if the agent is logged in to their Agent Console or Salesforce account.
- Sends a past-due reminder If the agent logs in past the scheduled time.
- The agent has to manually place an outbound call at the scheduled time.
For example, if you mapped a 'Busy, Callback' code with a 'Schedule Call Back' action, when an agent selects the 'Busy, Callback' code, the agent is immediately prompted to schedule a time for the callback. A reminder is sent half an hour before the scheduled time.