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MTP-Tin's avatar
MTP-Tin
Active Contributor
6 months ago
Solved

Queue Call Back - Documentation needs update

The Support site currently states that the pre-recorded prompts and the # key input cannot be customized.

Regarding GoPilot:

It mentions that the callback prompt is played once when the caller first enters the queue. After that, the caller can press the # key at any time while in the queue to request a callback.

However, in practice, the pre-recorded message instructs the caller to press 1 to dial a new number to reach out to you. Pressing # at any time in the queue does not trigger the callback process—it merely exits the queue. Only pressing 1 initiates the callback as intended.

Could you please update the Support site to reflect that it's the 1 key, not #, that triggers the callback?

  • KateG's avatar
    KateG
    6 months ago

    Hi MTP-Tin​ 

    Nice seeing you. Thanks for your report. I've asked the product team to review how this feature is supposed to work and to review the documentation. I will let you know when I hear more. 

    Thanks for taking the time to help the team and our customers have the correct information. 

2 Replies

  • MTP-Tin's avatar
    MTP-Tin
    Active Contributor
    6 months ago

    Thank you, KateG​ 

    For now, I’ve set up a periodic announcement prompting callers to press 1 if they’d like to request a callback.

    Hopefully, we’ll soon be able to have the callback option message repeat multiple times while callers are in the queue.

  • KateG's avatar
    KateG
    GoTo Manager
    6 months ago

    Hi MTP-Tin​ 

    Nice seeing you. Thanks for your report. I've asked the product team to review how this feature is supposed to work and to review the documentation. I will let you know when I hear more. 

    Thanks for taking the time to help the team and our customers have the correct information.