When sending SMS messages, you may want to set a Callback date and time that will automatically pop up for your agent with a reminder. This feature will guide you through how to set a callback using the SMS button. This will also cover how to set it as a Personal or System Callback.
*Note: This will only apply for mobile or cellphone numbers. Using a regular phone number will not allow you to use the SMS button.
From the Convoso Agent interface, click on the SMS button.
Then you will see the SMS chat window will pop up.
To bring up the Callback option and Disposition, the agent needs to send a SMS message to the lead.
Click on the Calendar Button or the Disposition to bring up the Callback option.
Select the Campaign where you want the lead to be dialed out.
Click on the Calendar button to bring up the calendar to select the date and the time you want the lead to be dialed.
Select the Type of Callback you would like.
Personal Callback - This is a scheduled callback where the system will send a reminder to the agent who entered the callback on the selected callback date.
System Callback - This is a scheduled callback where the system will automatically dial on the date that is set. If the lead answers when the system calls them back, the call will be transferred to the next available agent.
Click on Schedule Callback button once done.
Click on OK button once the callback was scheduled.