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 private callback is scheduled the lead will go into the representatives calendar for the selected time and date. 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. All private callbacks can only be seen by the person who had scheduled the lead.
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.
To set private / public callback, follow the steps given below:
1. Navigate to the lead page for which you wish to set the disposition to private callback.
2. In the Dispositions section, click Callback.
The Dispositioning dialog will be displayed.
3. Click the required option.
4. Select the date and time of callback from the Select the date of callback drop down calendar.
5. (Optional) Enter any notes related to the call in the Add an additional note field.
6. Click OK.
The callback preference will be set.