In addition to creating a follow-up task, you can also create a Callback Task as a reminder to call a record back at a certain date and time.
Note: this functionality is enabled by Conquer Development at the organization level. If you don't have this option available to you, your system administrator will want to contact Conquer Support or your Customer Success Manager about enabling it.
Creating a Callback Task
A Callback Task can be created while you’re on a call or after ending a call. To create a Callback Task, click on the Create Task icon. This will open the Create Task panel where you can create a general task.
Click on the checkbox labeled as “Callback Task” to mark this task as a Callback task. From here, the following fields will be displayed:
- Subject - the subject/name of the task (i.e. Call back John Doe in one week)
- Priority - options to set the priority to High, Normal or Low
- Status - options to set the status to Not Started, In Progress or Completed
- Date - ability to set the date of the Callback Task reminder
- Time - ability to set the time of the Callback Task reminder
Complete all fields then click Create Task to create a Callback Task. Conquer Voice will confirm that the Callback Task has been created.
Conquer Voice will add the task to the CRM object, with a prefix of “Denali Callback Task” to indicate that this is a Conquer Voice-created task. Please note that edits to the Callback Task in your CRM will not update the Callback Task in Conquer Voice.
Receiving the Callback Task
When the due date and time arrives, Conquer Voice presents the call, appearing similar to how an incoming call appears. Conquer Voice shows the option to Decline or Dial.
Choose Dial to call the record or Decline to skip the task. Either way, Conquer Voice marks the task as complete. Conquer Voice inserts a new activity for the completed, dispositioned call.
If multiple Callback Tasks are due at the same time, Conquer Voice will present them one at a time. After the call is complete, Conquer Voice will display the next Callback Task.
Snoozing a Callback Task
Callbacks can be Snoozed upon receiving them if an agent is unavailable to make the callback at the scheduled date and time.
Note: A package update is required for Snooze callbacks. Talk to your Customer Success Manager about upgrading to the latest package.
To Snooze a Callback, click on the Snooze button. A dropdown will appear with the following options:
- 15 minutes
- 30 minutes
- 1 hour
- 4 hours
- 24 hours
- Select Custom
The Callback Task will be updated and will be present to the agent at the updated date and time.
In addition to creating Callback Tasks in Conquer Voice, Callbacks can also be set on the standard task object in Salesforce. See article Set Conquer Voice Callbacks from Tasks.
Customers have two options for determining campaign suppression behavior:
1. Suppress record from campaigns (Default)
By default, when a Callback Task is pending for a record, Conquer Voice removes that record from all Campaigns. The prospect does not appear in Campaigns again until after Conquer Voice marks the task as complete. Conquer Voice then puts the record back into the organization’s standard recycle logic and automation.
2. Do not suppress record from campaigns
When a callback task is pending for a record, Conquer Voice will continue to serve that record in a campaign and they will not be suppressed from the campaign. To enable this option, speak with your Customer Success Manager.