About callbacks in the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Coming soon: Private deployment of PureCloud Embeddable Framework. For more information, see the release notes.

The client supports callback interactions. When a callback interaction is routed to a queue, agents can pick it up like any other interaction. Once connected, the callback interaction appears on an agent’s interaction list until the agent is ready to call.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

Callbacks (agents)

PureCloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.


Scripts (agents)

Agents can use scripts with callback interactions.


Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.


追加リソース

For more information about the integrations, see the main landing page.

Callbacks (agents)

PureCloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 


Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


Scripts (agents)

Agents can use scripts with callback interactions.


Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.


追加リソース

For more information about the integrations, see the main landing page.

Callbacks (agents)

PureCloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.


Scripts (agents)

Agents can use scripts with callback interactions.


Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.


追加リソース

For more information about the integration, see the main landing page.

Callbacks (agents)

PureCloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.


Scripts (agents)

Agents can use scripts with callback interactions.


Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.


追加リソース

For more information about the integration, see the main landing page.