This will guide will provide instructions on using the action 'Set Private Call Back' for dispositions, explain the different behaviors between public and private callbacks, and viewing private callbacks.
Callback is technically a disposition, more on the subject can be found in the Disposition guide.
Callbacks
There are two types of callbacks, Public and Private.
When a lead is dispositioned as Callback, 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.
Continue reading below to 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 same thing on each type:
Select the time and date that the callback should be performed 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 call the lead should review.
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 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.
Private Callbacks
When a private callback is scheduled the lead will go into the representatives calendar for the previously selected time and date.
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.
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.