Request a call back

A call back is a phone call to somebody within a time window they chose. You can ask for one from a case or a contact's page, and a customer can ask for one on your help center's form. Either way it becomes a task for the person who looks after them.

Ask for a call back from a case or a contact

1. Open the case, or the contact's page, and find Call backs.
2. Press Request a call back.
3. Choose the Number. Only the person's own numbers are offered. To call a new number, add it on their page first.
4. Choose the Day, and the time From and To, in your team's time zone. A window is between 15 minutes and 8 hours long, and up to 14 days ahead.
5. Write what it is about, then press Request the call back.

ContactRoll makes a call task named after the person, the number and the window. It goes to:

• the case's owner, or
• the contact's owner, when the case has none, or
• the next free member of the case's call group (Everyone, if it has none). That is somebody who is taking calls, with the fewest call backs waiting.

A Light member is never given a call back.

When ContactRoll says no

• The person asked not to be called. A contact marked Do not call can't be given a call back, from anywhere.
• The window is outside your hours. The window has to touch the hours your team takes calls (Settings, Hours).
• The window has gone by, is shorter than 15 minutes or longer than 8 hours, or is more than 14 days away.

Each refusal is said beside the button, in words.

When nobody calls in time

If a call back's window ends and its task is still open, ContactRoll gives the task to the owner's manager: a member of one of the owner's teams who looks after that team. If the owner has no such manager, it goes to the organization's earliest Owner. This happens once for each call back. Call backs shows Window missed, raised to whoever has it now.

Call backs from your help center

Your help center's form has Call me back as well. The customer gives a number with its country code and a window in their own time. Their question still opens a case and is answered by email. The call back is added to that case for its owner, and the number is kept on their contact.

If the window can't be arranged, for example because it is outside your hours, the form tells the customer, and the team answers by email.