The Call Request feature allows a visitor to request a call from an agent. The call request creates a voice engagement incident for the agent to manage the call engagement and capture information about the visitor in a transcript.
If Call Bridging is enabled, the Request-a-call feature will check to see if the agent is available (not on other calls or taking chats), and if so, connect the visitor and agent.
| 1 | Enable calls | Enable calls for the account. |
| 2 | Mode | Select “Call Request” from the mode menu to configure the call request feature. |
| 3 | Queue timeout | Set the amount of time to wait until the call request callback times out. |
| 4 | Phone number | Enter the phone number for each agent that will receive call requests. |