FAQs: Callbacks
Can Genesys Cloud set callable times for callbacks?
Setting callable times for callbacks only applies to campaign-related callbacks. This feature… [More]
Can I use preferred agent routing with scheduled callbacks?
For email and messaging interactions, and inbound callbacks, when you use preferred… [More]
How does Genesys Cloud handle retry attempts for callbacks?
To retry a callback, the agent must manually reschedule each attempt.
If a customer calls back before the agent does, will Genesys Cloud cancel the callback?
Genesys Cloud does not automatically cancel the callback. Best practice recommends not… [More]
What happens if the customer does not answer the agent’s callback?
The agent must manually reschedule the callback for another time. If a… [More]
