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When setting a lead to a private callback, first disposition the lead as the disposition which has the set private callback action. In the below case, the disposition name Callback is set as the set private callback action
In the above caseexample, when the lead is dispositioned as Callback, the following pop-up will appear with the different options for callback.
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Regardless of the type of callback selected, the user will need to perform the following steps when setting a callback:
- Select the time and date that the callback should be performed made by clicking on the date and time bar prompting a functional calendar to appear to select the date.
- Schedule the time using the arrows on the right hand side of the calendar for the for the lead to make itself relevant again.
Add any additional notes for the next representative that will be calling the lead should know and click OK.
Setting Public Callbacks
Public callbacks will prompt any user working from that specific campaign the lead with the disposition was added to is in.
All leads are fed by a queue within the campaign on a priory priority schedule.
A public callback will veto the queue only once there are no more 'Open' status leads within a campaign, at the previously selected date and time and make the lead relevant then to anyone working in that campaign.
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Public callbacks do not appear in any user's calendar.
Setting Private Callbacks
When a private callback is scheduled the lead will go into the representatives calendar for the previously selected time and date.
The In the below example, a private callback is set for July 29th at 13:45.
After setting the callback, the representative will be able to see all their own private callbacks in their own calendar, and will be able to directly view and easily retrieve the lead. As shown below, the private callback is now in the calendar view for July 29th.
The lead will need to be manually selected in the calendar when the time and date arrives or when the representative is ready to contact the lead.
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