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Callback Task

  • Updated

Callback Task

Topics covered:

 

  • About
  • Prerequisites
  • Performing the callback task
  • What happens when the limit is reached
  • What happens when the task is successful
  • Reasons for Salespeople to be busy
  • Callback device
  • The delay in execution

 

About

A callback task is an automated calling task. In a callback task, the lead and salesperson are called and connected simultaneously. In this feature, the Salesperson receives a call from the lead and if the Salesperson picks up the phone a call is automatically made to the lead.

 

Prerequisites

  • From your profile settings, you must choose Ringover Phone System.

  • Make sure you are connected with Ringover. To know more about how to connect with Ringover Click here.

  • Make sure you put the correct Ringover User ID and Ringover API key. To know more about it Click here.

 

Performing the Callback task

The Callback task is considered to be an automated task in Cadence. The process of performing a callback task is as follows:

 

Step 1: Go to the Cadence page and create a new Cadence by completing the mandatory setup process.

Step 2: Select the option Callback inside the Cadence. 

 

 

Now there are some fields that need to be filled properly after selecting the Callback option:

  • Duration of the Callback: This field is to decide the number of seconds before aborting the call (basically call ringing duration) if the communication isn't established

 

 

A salesperson might be busy when a call is initiated, therefore, we have two fields

 

  • Retry after: This setting determines the minimum time after the task is executed again if it failed previously.

 

 

  • Number of retries: This field assigns the maximum number of times a retry will be executed.

 

 

Step 3: You must add People to the Cadence and Launch it

 

 

Step 4: Now the process of the Callback task will run automatically in the background.

 

Things to remember here:

  • Case 1: The user will receive a call on the dialer for the time period previously set in the field Duration of the Callback if the user is not occupied at the time the callback task is operating in the background. Once he picks up the call, another call be initiated automatically from his dialer to the lead.

  • Case 2: If the user is busy or sets themselves to snooze, then the first attempt will be failed and the Retry after option will again notify the user to execute the task. You can assign the maximum number of times a retry will be executed by using the option Number of retries.

 

What happens when the limit is reached?

Once the number of retries limit is reached, the task is converted into a manual task and is shown on the task page of the salesperson. From here, the task functions as a normal call task. Now, on clicking the CTA button for the callback task, there won't be an actual callback functionality, rather, a normal call will be placed from the dialer to the lead.

Reasons for Salespeople to be busy:

If a salesperson has snooze enabled or is on a call, the salesperson is considered busy and the task is retried if No. of Retries are left. 

 

What happens when the task is Successful?

  • A callback task is marked as completed as soon as a call is placed from Ringover’s end. It doesn’t matter if the salesperson or lead could not pick up the call, or if the number was wrong. After the task is successful the lead will show the status Completed on the Cadence. 

 

 

  • In the case of a manual callback task, it follows the same logic as of call.

 

Reasons why tasks get skipped

Ideally, the following are the reasons that will lead to the task being skipped:

  • If the lead’s primary phone is not there

  • Incorrect Ringover User ID or Ringover API Key.

  • The salesperson’s primary phone is not present in his list of Ringover Numbers.

 

Callback device

You can set the devices on which you would like to receive your callback task. The default callback device is APP.

 

 

The delay in execution

Since Ringover doesn’t send any kind of webhook to let you know that a salesperson is now available. A salesperson is checked to see if he is available every single minute, and if he is available the callback task is executed. Therefore, there might be a delay of a maximum of 60 seconds between the salesperson becoming available and the execution of the callback task if it's pending.