Callbacks provide a quick way to remove a lead from a dialer list and set a specific time to reach back out and continue the conversation. Below are the steps to set a callback, best practices, and additional information.

How to set a Callback

  1. Click 'Set Callback' on the dialer panel.
  2. Add the date and time you agreed to call the lead. There is an option to add a subject, description, and set a reminder in Salesforce for the callback.
  3. Once all the information has been set, click 'Save' to set the callback.

How to view Callbacks

  1. From the Click-to-Call panel select 'View Callbacks'
  2. Select the date you would like to see
  3. You have the option to select the record and view it directly in Salesforce
  4. Select 'Done' if the prospect/customer has contacted you and you no longer need the callback

Callback Definitions:

  • Callback Date: The date you set to call the lead and the date the record will show back up in the dialer list. 
  • Your Time: This +1 hour ahead of your computer's time. 
  • Their Time: This is calculated based on the difference between your timezone and the timezone of the area code you're calling.
  • Subject: The default is 'Callback' or write your own.
  • Description: An optional field where you can write any notes you want to remember for the call.
  • Send a Reminder:  You will receive a Salesforce notification as a reminder to complete the task. Allow pop-up windows from Salesforce in order to receive these notifications. 

How/When will Callbacks be presented?

Callbacks were designed to be used in conjunction with Seek Lists for an efficient flow. As you are clicking 'Next Record' to move thru your Seek List, your Callback will be presented at the appropriate/scheduled time.

If you are not always using Seek Lists during the day, it is a good idea to use the 'Send a Reminder' option so you get the pop-up notification, and can then use the 'Next Record' button.

Best Practices

  • Callbacks should only be used when you speak to a prospect and they agree to a callback. I.e. if the prospect cannot speak at that time but wants to set up an appointment for you to call them back. You should not set a callback to create your own cadence (i.e. if you reach the prospect's voicemail and you want a reminder to call them again). Use Seek Lists to setup a cadence for calls.
  • Never go through and manually complete open callback tasks in Salesforce. This only completes them in Salesforce and not the InsideSales database, which means they will return to the seek list at the time you specified in the callback. 
  • Do not edit the callback time after it is set through the panel. Similar to the previous point, this does not update the time in our database and the callback will still come into the dialer list at the original time specified.
  • Callbacks must be set from the dialer panel or they will not be removed from the dialer list and reappear at the right time. 

Frequently Asked Questions

Q: What happens to the record if it qualifies for a Seek List but has a Callback scheduled?
A: The record will not be presented in a Seek List until the scheduled time of the callback, but can be presented while using a Domino List.

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