This guide section will provide instructions on using the action Set Private Callback for dispositions. Moreover this section It will also explain the different behaviours between public and private callbacks, and viewing private callbacks.
More on the action of Set Private Callback can be found in the Disposition guide.
There are two types of callbacks, Public Callbacks and Private Callbacks.
Set Private Callback
Private callbacks are callbacks that are scheduled for a later time and will come back to the same agent who dispositioned the lead as a private callback.
When a lead is dispositioned with the action of Set Private Callback (disposition name will vary depending on how the owner sets the name), an additional dialogue box will prompt the user to select the type of callback, select the date and time of callback, and to add an additional note.
The steps to properly disposition a lead is listed below.
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 example, when the lead is dispositioned as Callback, the following pop-up will appear with the different options for callback.
The sections below review the different behaviors of the type of callback between Public and Private.
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 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.
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Public Callbacks
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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 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.
If there are no more 'Open' leads and there are previous scheduled public callbacks whose dates have passed, the oldest public callbacks will be the first leads to return.
Public callbacks do not appear in any user's calendar.
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Private Callbacks
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When a private callback is scheduled the lead will go into the representatives calendar for the selected time and date. 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.
In order to call the scheduled callback in the calendar, the representative will need to click the lead and it will load the lead information. Doing this will leave a positing in the Lead History section as 'Lead direct viewed'.
All private callbacks can only be seen by the person who had scheduled the lead.