How does this affect me?
With this feature, a callback is initiated when customers reach the front of the line, so that they never lose their place. To increase efficiency, the callback ensures that the customer is available before a customer service representative is assigned.
Key functionality of this feature includes:
- Customer-first direct callback that introduces a configurable, AI-powered experience managed through "callback profiles" in the Copilot Service admin center.>/li>
- 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, administrators also select a callback profile to ensure a customized callback experience for the queue.
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Use enhanced customer-first direct callbacks .