20.13. Enabling Queue Callbacks for SCV

Please note: this guide is only for Service Cloud Voice users.

When activating a callback in the queue, it is crucial to follow the standard configuration necessary for setting up callbacks from the Call queue app within the routing policy. In addition to this, it is required to create a flow to update the Voice Call record.

With the way that SCV works, the original call is its own Voice Call and the callback is a second one thats automatically linked to the first BUT that means any details we push to the Voice Call in the policy are only linked to the first one, so I recommend having a Salesforce Flow to pull any record updates or custom messaging etc onto the callback Voice Call. Fortunately, its a very simple flow.

1. Create a ‘Record-Triggered Flow’

2. The conditions should be (AND):

   1. A Voice Call record is created

   2. Call Type = Callback
      
      
      

3. Then, you want to update the second Voice Call record with the previous Voice Call info (this will be specific for your setup).
   
   
   

4. Save & Activate