Draft: this guide describes a feature customers can't use yet, so production leaves it out.

Return a callback request

Call the customer back before the time the agent gave them, and you already know what it’s about.

  1. Open the conversation whose row reads Callback request, by and a time.
  2. Read the message in the thread, and anything else above it, so you call knowing what it’s about.
  3. Call before the time the customer was given. On your phone, tap Call back on the request. On the web, use the phone button beside their name.
  4. If the Contact panel lists a follow-up for it, tick it off once you’ve called.

The customer was told when to expect you, so a call by that time is what keeps their trust. If you can’t make it, send them a text from the thread saying when you will.

Updated

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