How does the automatic scheduled callback feature work?
The scheduled callback feature in 2X Solutions is designed to make it easy for customers to request a call with the AI agent at a time convenient for them, all while respecting your business hours an…
The scheduled callback feature in 2X Solutions is designed to make it easy for customers to request a call with the AI agent at a time convenient for them, all while respecting your business hours and compliance with the Telemarketing Sales Rule (TSR) call time regulations.
Here’s how it works:
Whenever a customer requests a callback, the AI voice agent uses their phone number area code (or zip code, if uploaded) to confirm their time zone. The AI agent will ask the record if the detected time zone is correct. If the customer confirms, the AI voice agent proceeds; if not, it adjusts to the correct time zone as confirmed by the customer.
Next, the AI agent either asks the customer for a preferred callback time or uses a specific time they may have already requested. Based on their confirmed time zone, your business hours, and TSR-compliant call times, the AI agent will either confirm the requested time or provide available time slots for the customer to choose from. Once the customer selects a time, the AI agent schedules the callback, ensuring it aligns with both a convenient time for them and regulatory compliance. When the selected time arrives, the 2X platform will automatically call the customer back for you. If they are not available, the system will automatically continue to contact the customer.
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