Customer-first direct callback introduces a configurable, AI-powered experience managed through "callback profiles" in the Copilot Service admin center.
Administrators define a callback profile—including greeting message, alternate number capture, callback offering window, retry logic, and AI agent selection—and associate it with queues under overflow handling.
For each queue where direct callback is chosen as an overflow action, the administrator also must select a callback profile to ensure a customized callback experience for the queue.
Business Value:
Customer-first direct callback gives you a smarter way to manage customer calls. Instead of making customers wait on hold, the system initiates a callback the moment they reach the front of the line, so that they never lose their place. A prebuilt AI agent captures callback details. You can use your own AI agent to run custom workflows like customer verification. Your representatives join the call only when the customer is ready, saving time, reducing missed calls, and boosting productivity.
Enabled for:
Enabled by admins/makers/marketers for end users
GA date: August CY2026