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Customer Callback Requests3 min read

Scheduling Callbacks & Filtering Pending Requests

Step-by-step visual guide to navigating the Callbacks Queue, searching and filtering pending phone requests, scheduling new callbacks with customer details, and updating request statuses.

Overview

The Callbacks Queue manages customer phone assistance requests logged by storefront shoppers or scheduled manually by support agents. Track pending calls, search by contact info, and schedule timely customer follow-ups.
ЁЯУНExact Buttons / Menus in Dashboard
Callbacks Queue+ Schedule CallbackSearch Customer / PhoneStatusStart DateEnd DateResetApply FiltersUnattendedAttendedCall Not ConnectedCall (ЁЯУЮ)CancelтЬУ Schedule Callback

ЁЯЦ╝я╕ПVisual Interface Guide

PistioAI Callbacks Queue Navigation, Filter Bar, and Queue Table Overview
1Image 1: Callbacks Queue Navigation, '+ Schedule Callback' Action, Search & Date Filter Bar, and Callbacks Ledger Table
Schedule New Callback Modal Form with Customer Details and Reason
2Image 2: 'Schedule New Callback' Form Modal with Customer Name, Contact Phone, Preferred Time, and Reason Notes

Step-by-Step Instructions

1Accessing Callbacks Queue & Search Filters (Image 1)

PistioAI Callbacks Queue Main Screen and Filters
ЁЯЦ╝я╕ПImage 1: Left Navigation, '+ Schedule Callback' Button, Search Filters, and Callbacks Queue Table

Navigate to [Callbacks Queue] in the left sidebar under 'CUSTOMER SUPPORT'. Use the filter bar to locate requests: type names or phone numbers in [Search Customer / Phone], pick a stage from [Status] (All Statuses, Unattended, Attended, Call Not Connected), specify [Start Date] and [End Date] calendar ranges, and click [Apply Filters] (or [Reset] to clear). The ledger displays Customer Name (e.g. Rakesh Singh), Contact Info (e.g. 7878934562), Preferred Time & Reason badge (e.g. '2 PM' with 'Having return issue.'), Requested Date timestamp, Status badge & dropdown, and instant [ЁЯУЮ Call] button.

ЁЯОпExact Controls: [Callbacks Queue], [+ Schedule Callback], [Search Customer / Phone], [Status], [Apply Filters], [Reset], [Unattended], [Call]

2Scheduling a New Callback Request (Image 2)

Schedule New Callback Modal Popup
ЁЯЦ╝я╕ПImage 2: Schedule New Callback Modal with Required Customer Information and Notes

Click the top-right berry button [+ Schedule Callback] to open the booking modal. Fill in [Customer Name *] (caller's full name), [Contact Phone Number *] (reachable phone digits), [Preferred Time] (customer's preferred time slot, e.g. '2 PM'), and [Callback Reason / Notes] (context on what the customer needs help with, e.g. 'Having return issue.'). Click [тЬУ Schedule Callback] to instantly add the request to the active queue, or [Cancel] to dismiss.

ЁЯОпModal Fields & Buttons: [Customer Name *], [Contact Phone Number *], [Preferred Time], [Callback Reason / Notes], [Cancel], [тЬУ Schedule Callback]

3Updating Callback Status & Dispatching Outbound Calls

When an agent picks up a callback, use the inline status dropdown in the table to toggle between [Unattended], [Attended], or [Call Not Connected]. Click the green [ЁЯУЮ Call] action button to immediately place an outbound call through your browser phone system.

ЁЯОпTable Controls: [Status Dropdown: Unattended / Attended / Call Not Connected], [ЁЯУЮ Call Action]

ЁЯТбPro Tips & Best Practices

  • тАвAlways include brief context in 'Callback Reason / Notes' so fellow agents know the customer's issue before placing the call.
  • тАвOnce a call is completed, immediately switch the status from 'Unattended' to 'Attended' so other team members know it has been resolved.
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