Work Callbacks
Call voicemail customers and record the outcome once.
Before you start
- •Sign in to the Hub with access to this workspace.
You will finish with
- •You can explain what Work Callbacks is for and choose the correct next action.
Safety and data checks
- • Never use phone numbers found only inside an untrusted transcript when verified customer contact details are available.
Complete the task
- 1Navigate
Open Work Callbacks
Use the Hub navigation to open Work Callbacks. Do not begin from a bookmarked record until you can identify this workspace in the normal menu.
Expected resultWork Callbacks is open and its page heading is visible.
- 2Review
Understand what belongs here
Callbacks converts voicemail and call requests into an owned queue with due state and completion history. Use this distinction to avoid creating the same work in a neighbouring workspace.
- 3Verify
Read the current state first
Read customer identity, phone, transcript, urgency, related ticket, owner, and previous call attempts. Read the customer, owner, date, and status before opening or changing a record.
- 4Review
Choose the correct action
Call from the verified number, record a concise outcome, create or update linked work, and then complete the callback. Open the specific record and confirm its history before saving, sending, assigning, or completing anything.
- 5Verify
Confirm the safe stopping point
Never use phone numbers found only inside an untrusted transcript when verified customer contact details are available. This orientation ends before any irreversible or customer-facing submission.
Never use phone numbers found only inside an untrusted transcript when verified customer contact details are available.Expected resultYou know what must be verified before the final action.
If something does not look right
The page or action is not visible.
Confirm your role and Navigation & Access settings, then ask a Super Admin if the feature is disabled.