Automotive · Reception
Live Chat Overflow to Voice Callback
Offer a voice callback when live website chat volume exceeds available staff capacity.
Apps this needs
SIP Trunk
Route inbound & outbound calls through your phone system.
Connect during setup
WhatsApp Business
Send confirmations and let customers reply on WhatsApp.
Connect during setup
How it works
- Agent monitors chat queue depth and offers a callback once wait time exceeds a threshold.
- If accepted, a callback is scheduled and placed within the promised window, with the transcript passed for context.
- If declined, the chat continues in queue with an accurate updated wait estimate.
- Callback completion rate is tracked against the promised window.
Data sources
Website chat queue data
Chat transcript
What it targets
- Callbacks placed within the promised window Target 90%