Managing Callbacks in Outbound Activity: Impact of Filters and Options

Managing Callbacks in Outbound Activity: Impact of Filters and Options

Introduction

In outbound activities, effectively managing callbacks is essential for successful customer follow-ups. However, their behavior may vary depending on the filters and configuration settings in place.
This article outlines various scenarios to clarify how callbacks interact with filters and settings in outbound campaigns.

1.Callback behavior and outbound activity filters

When using filters in an outbound activity, note the following distinctions:
  1. Personal callbacks override filters
  2. Group callbacks are subject to the filters in place

2. Callback behavior in relation to the "Targeted callbacks are never paused" option

  1. When the activity is paused and the 'Targeted callbacks are never paused' option is disabled in the General tab, personal callbacks will not pop up.



2. When the activity is paused and the 'Targeted callbacks are never paused' option is enabled in the General tab, personal callbacks still pop up even if filters are applied.

2.1 When the activity is paused, if the 'Targeted callbacks are never paused' option is enabled and the 'Targeted callbacks require team membership' option is disabled in the General tab, personal callbacks will pop up even if the agent belongs to a different team or is engaged in another activity.




2.2 When the activity is paused and both the 'Targeted callbacks are never paused' and 'Targeted callbacks require team membership' options are enabled in the General tab, personal callbacks will not pop up if the agent is engaged in a different activity











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