Setting up an automated callback

In this article, you can find an example of how to set up an automated callback request in your IVR.

You can simply put it in the existing IVR linked to your phone number and when selected by the customer it will hang up the call from the customer and will automatically create a new call from an agent to the customer once an agent is free to call.

To set it up you need to navigate to Configuration > Call > Number > Edit number > IVR where you have 2 options:

  • Direct callback request
  • Request callback while waiting in the queue

Direct callback request:

start:
  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
  - choice:
      1:
        name: Sales department
        play: https://www.liveagent.com/fileadmin/ivr/press-one-for-sales.mp3
        do:
          - transfer:
              to: c3bd441e # Sales
              if:
                online:
                  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
                  - ring
                offline:
                  - goto: voicemail
      2:
        name: Request calback
        play: https://www.liveagent.com/fileadmin/ivr/press_2_to_request_callback.mp3
        do:
          - callback
voicemail:
  - play: https://www.liveagent.com/fileadmin/ivr/leave-a-voicemail.mp3
  - voicemail
offline:
  - play: https://www.liveagent.com/fileadmin/ivr/we-are-currently-not-available-check-website.mp3
queue:   
  - play: https://www.liveagent.com/fileadmin/ivr/next-in-queue.mp3

Request callback while waiting in the queue:

online:
  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
  - ring
voicemail:
  - play: https://www.liveagent.com/fileadmin/ivr/leave-a-voicemail.mp3
  - voicemail
offline:
  - play: https://www.liveagent.com/fileadmin/ivr/we-are-currently-not-available-check-website.mp3
queue:   
  - play: https://www.liveagent.com/fileadmin/ivr/next-in-queue.mp3
  - choice:
      0:
        name: Wait
        play: https://www.liveagent.com/fileadmin/ivr/press-zero-to-wait-in-queue.mp3
        goto: queue
      1:
        name: Leave voicemail
        play: https://www.liveagent.com/fileadmin/ivr/press-one-to-leave-a-voicemail.mp3
        goto: voicemail
      2:
        name: Request callback
        play: https://www.liveagent.com/fileadmin/ivr/press_2_to_request_callback.mp3
        do:
          - callback
NOTE: Offline, online, and queue sections are mandatory!

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