Change queue callback feature prompt

[petrushka]

Hello, I am testing the callback feature in call queues. can the statement "you have requested...." be changed to something like "Do you want to request a callback?"? If the callback feature is triggered after a certain amount of time, this statement does not make sense since the caller did not request it. This only makes sense if it is configured to trigger when the caller presses "2" and requests a callback.

 

[jcostlow]

If you go to Settings >> System Prompts >> CB_Req is the prompt you are talking about. You can upload a new prompt and use it in instead.

 

[petrushka]

Thank you @jcostlow ! I wonder if this can be submitted as a feature request to have a different callback prompt depending on if the callback request is automated or caller initiated. Where would I do this?

 

[Alphabetic]

Thank you @jcostlow ! I wonder if this can be submitted as a feature request to have a different callback prompt depending on if the callback request is automated or caller initiated. Where would I do this?

Only Gold and above partners can submit ideas. I would reach out to one and ask if they would submit it for you.

 

[ChrisC_3CX]

@petrushka
What you could do to work around this is simply also switch between the prompt sets when changing the Callback setting. To explain, when you create a custom prompt set you are essentially creating a copy of the first one, meaning you will end up with two different prompt sets with the only difference between them being the "Callback Request" prompt. So depending on how you configure a Call Queue to trigger the Callback feature, you can simply also select the corresponding Prompt set for that Queue under the General Tab (Queue Language).

Hope this helps!