How does a Callback work?
First, the client enters their phone number in the Callback window. JivoChat simultaneously calls all active support agents who are able to receive the call. The first support agent to pick up the phone is connected with the client. Usually, it takes about 20 seconds for the whole process to be initiated. After the agent has been connected with the client, they have the option to simultaneously have an in-chat conversation as well.
How do I set up Callback technology on my website?
If you already use JivoChat on your website, just turn on “Callback” in the app. If JivoChat is not installed on your website, sign up for free and install the code according to the instructions.
Can I set up the conditions for when and how
I want my Callback option to be displayed?
The Callback function itself works 24/7. However, if you want a little bit of flexibility of when the callback proactive widget is displayed on your site, you can control these settings. You can easily optimize depending on how many views the page gets, the average amount of time spent on the page, and more.
How will the agent know that there is a call from the website?
After picking up the handset and before connecting to the customer, the support agent will hear a voice notification that he/she accepted the call from the website. When the call is received, the JivoChat application will automatically open on the agent’s computer and they will see detailed information about who is calling. For example: how the visitor found the page, what city they are from, and what page they are currently viewing.
How many agents can receive calls simultaneously?
You can add any number of agents to receive incoming calls, however, simultaneous dialing will be done for no more than 9 numbers. If you assign more than 9 agents to receive calls for a website, then each call received will be sent to a random selection of 9 registered numbers and these ones will be dialed.
Which countries does this service work in?
Callback works all over the world. :)
How is a Callback charged?
Calls are charged per minute. The number of calls is not considered. To start using the Callback feature, recharge your account for $10 USD. You can pay in your local currency if you want to, but the money will be charged in US dollars, using the exchange rate of your bank. Forwards to a landline and mobile phones are charged separately.
Are calls charged separately?
Yes, the Callback feature is only available and charged separately via JivoChat Pro. You can top-up the balance of calls and purchase an extended JivoChat Pro license on the Pricing page.
What can I do if I receive unwanted phone calls?
You can block trolls by phone number and by IP-address. In order to do that, just open the “troll” call in the log and click the “block” button.
Where can I find the call log?
You can find the call log in the “Archive” section of the app. You can filter out calls in the general list by selecting “All Calls” in the filter list.
How do I combine Proactive Invitations with Callback?
Live chat is best suited for accompanying the client on the website and as an unobtrusive assistant in making purchases. A Callback phone conversation is best suited for actively closing deals. We recommend setting up chats and calls so that during the exploration of your website, a chat invitation is displayed, but the Callback proposal appears only when a visitor is close to making a purchase (for example: moving goods to their cart or switching to the shopping cart view), or when there are signs of leaving the website (for example, if the mouse pointer crosses the top of the screen after viewing multiple pages).
