How to Configure Callback for Queues

The Callback feature allows callers to request a callback instead of waiting in a queue. This improves customer experience and reduces queue congestion.

Callback is configured per queue and gives you full control over when, how, and under what conditions callbacks are offered.

📌 Note 1: Admin permissions are required to configure a callback for a queue.

📌 Note 2: Callback is only initiated when there are agents available in the queue. If no agents are available, the callback option will not be triggered. 

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How Callback Works

• The system plays an IVR message offering a callback option
  

• The caller can:

• Press 1 to request a callback

• Press 2 to continue waiting
  

If the caller chooses a callback:

• The system reads back the detected phone number

• The caller can:

• Press 1 to confirm

• Press 2 to re-enter the number

Once an agent becomes available:

• The system calls the customer

• The customer hears a message prompting them to press 1 to connect

• After confirmation, the call is routed to an agent

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Step-by-Step: Configure Callback

1. Go to Settings → Voice → Queues and locate the desired queue.
   

2. Under the Actions column, click Callback to open the configuration panel. You will see the following tabs:
   

• Modes

• Eligibility

• Schedule

• Dialing Policy

• Prompts

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Modes Tab

1. Mode A — Callback Today
   If the agents are busy, the caller can hang up and will be scheduled for a callback within business hours. Callbacks are made regardless of queue position.
2. Mode B — Keep My Turn
   The caller keeps their position in the queue. The system calls back in the same order as requests were received, completing all the retry attempts for one caller before moving to the next.

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Eligibility Tab

Configure “After X seconds in queue”. Once this threshold is reached, the callback IVR is triggered.

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Schedule Tab

Define when callbacks are available.

• Set business hours
  📌 Note: Retry attempts continue until the end of business hours

• Define the callback window for the first callback attempt (can end earlier than business hours)

• Enable or disable callback availability per day
  

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Dialing Policy Tab

Define how callbacks are executed.

• Max Attempts: Number of times the system will try calling the customer

• Retry Interval: Time between attempts (in minutes)

• Outbound Caller ID: Select the number shown to the customer
  (must be configured for outbound use)

• Abandoned After Answer: Define what happens if the customer answers the callback but hangs up before reaching an agent:

• Retry the callback after the defined interval

• Or stop attempts and mark as abandoned after the answer
  

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Prompts Tab

Configure the IVR messages used during the callback process. These include:

• Callback offer message

• Number confirmation message

• Transfer message
  

How to Set Prompts

You can configure prompts in multiple ways:

• Use the default system audio

• Select an existing audio file

• Generate audio using Text-to-Speech (TTS)

• Upload a custom audio file
  

💡Useful Tip: You can play each message to verify it before saving.

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Final Step: Enable Callback

Once the configuration is complete, enable the feature using the toggle in the top right corner and click Save.

✅ Callback is now active for the selected queue.

You now know how to configure the Callback feature for queues in Squaretalk and control how customers request and receive callbacks.