Managing Callbacks in Nooks
Getting callbacks from prospects is a rare but valuable opportunity, so it's crucial to make it easy for them to reach out to you. Located prominently in your Dialer Settings is the Callbacks section, where you can designate the number to which all incoming calls will be directed. We highly recommend using your personal mobile phone for this purpose so that you can always answer the calls on time.
Callback Settings Location:
Open the dialer screen.
Click on the Callbacks icon on the toolbar located at the top.
Choose whether you want to receive callbacks in Nooks or on your mobile phone.
If you select Nooks, optionally, configure a backup number if you're away from Nooks.
If you select Mobile, configure a phone number to receive your callbacks.
Here is how it works if you choose the "In Nooks" option:
When you are idle in Nooks (not actively making calls):
A prospect calling back triggers a friendly banner accompanied by ringing audio.
You can either accept or decline the call, with declining swiftly removing the banner and audio.
Opting to accept not only removes the banner and audio but also opens up the prospect's information for your immediate attention.
Already on Another Call:
In this scenario, you'll still see the banner, but without the ringing audio to maintain a focused environment.
Accepting the callback will gracefully conclude your current call, seamlessly transitioning to the incoming one.
If you prefer to stay on your ongoing call, simply decline, and the banner will discreetly disappear.
For times when you step outside the Nooks environment, we recommend switching back to your Mobile phone number for uninterrupted connectivity. Embrace the flexibility, and rest assured that managing callbacks is designed to be effortlessly positive and efficient within the Nooks option.
Finding the Callback Records:
In the 'Callbacks' section, you'll find a clear record of completed (answered) callbacks and missed opportunities, enabling you to follow up effectively later on.
Example of what a callback looks like inside of Nooks
Example of callback lists inside of Nooks
Know who is calling via SMS:
When receiving callbacks to your mobile, a key piece of engaging your prospects is knowing who is calling. We have have developed call back notifications to remind you of the name, title and account of the caller.
How do callbacks notifications work?
When your prospect calls you back to your cell phone (not to Nooks), you can receive a SMS prior to the call to tell you who is calling.
Specifically you will see a message like "Felix Haba (Software Engineer) from Nooks is giving you a call back". (name, title and account).
This does not delay the call, you should read the SMS while the phone rings to prepare yourself for the conversation.
If you want to opt out, you can disable the setting on Nooks.
How can you enable callback SMS notifications?
Open the Callbacks List popover.
Set up a cell phone as backup (if Nooks is closed) or as the main recipient for call backs.
Click on the SMS switch. A model requesting consent will pop up.
Click on Allow to enable SMS notifications. Easily uncheck the switch later if you change your mind.
Example of SMS notification modal:
