Call Request

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.


Graphical user interface, text, application

Description automatically generated 

Enable calls  Enable calls for the account. 
Mode Select “Call Request” from the mode menu to configure the call request feature.
Queue timeout Set the amount of time to wait until the call request callback times out. 
Phone number Enter the phone number for each agent that will receive call requests. 

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