In addition to creating a follow-up task, you can also create a Callback Task as a reminder to call a record back at a certain date and time.
Creating a Callback Task
A Callback Task can be created while you’re on a call or after ending a call. To create a Callback Task, click on the Create Task icon. This will open the Create Task panel where you can create a general task.
Click on the checkbox labeled as “Callback Task” to mark this task as a Callback task. From here, the following fields will be displayed:
- Subject - the subject/name of the task (i.e. Call back John Doe in one week)
- Priority - options to set the priority to High, Normal or Low
- Status - options to set the status to Not Started, In Progress or Completed
- Date - ability to set the date of the Callback Task reminder
- Time - ability to set the time of the Callback Task reminder
Complete all fields then click Create Task to create a Callback Task. Denali will confirm that the Callback Task has been created.
Denali will add the task to the CRM object, with a prefix of “Denali Callback Task” to indicate that this is a Denali-created task. Please note that edits to the Callback Task in your CRM will not update the Callback Task in Denali.
Receiving the Callback Task
When the due date and time arrives, Denali presents the call, appearing similar to how an incoming call appears. Denali shows the option to Decline or Dial.
Choose Dial to call the record or Decline to skip the task. Either way, Denali marks the task as complete. Denali inserts a new activity for the completed, dispositioned call.
If multiple Callback Tasks are due at the same time, Denali will present them one at a time. After the call is complete, Denali will display the next Callback Task.
Snoozing a Callback Task
Callbacks can be Snoozed upon receiving them if an agent is unavailable to make the callback at the scheduled date and time.
Note: A package update is required for Snooze callbacks. Talk to your Customer Success Manager about upgrading to the latest package.
To Snooze a Callback, click on the Snooze button. A dropdown will appear with the following options:
- 15 minutes
- 30 minutes
- 1 hour
- 4 hours
- 24 hours
- Select Custom
The Callback Task will be updated and will be present to the agent at the updated date and time.
In addition to creating Callback Tasks in Denali, Callbacks can also be set on the standard task object in Salesforce. See article Set Denali Callbacks from Tasks.
Customers have two options for determining campaign suppression behavior:
1. Suppress record from campaigns (Default)
By default, when a Callback Task is pending for a record, Denali removes that record from all Campaigns. The prospect does not appear in Campaigns again until after Denali marks the task as complete. Denali then puts the record back into the organization’s standard recycle logic and automation.
2. Do not suppress record from campaigns
When a callback task is pending for a record, Denali will continue to serve that record in a campaign and they will not be suppressed from the campaign. To enable this option, speak with your Customer Success Manager.