1 Reply Latest reply on Aug 30, 2016 3:54 PM by Nicholas Wanke

    Internal flagging for callback

    Dick Gunton

      Is there a way we can internally flag a customer for callback? Say we have a storm and we want to have customer service call back a few customers on a lateral to check to see if their power has been restored, is there a way to go in through responder and set the call back flag so the customer goes to the CSR callback screen?

        • Re: Internal flagging for callback
          Nicholas Wanke

          Once a call is already submitted, there is no way to request this aside from having a rule set up based on a certain type of customer (for instance, a certain 'Critical' status, you could set these up to always get callbacks on restore or on ETR set).  There isn't a way as a one-off, though, to select an already submitted call to be called back.