Managing Callbacks – Zr Ware®

This document provides a comprehensive guide to understanding, managing, and acting on customer callbacks within Zr Ware®. Callbacks are essential for tracking customer follow-ups.

Article Index

Callback Creation
Callback Viewing
Callback Deletion

1. Callback Creation

Callbacks can be created in the following five ways:

From the Client Profile
When a Technician Closes a Job
From the Booking Screen
From the Cancellation Screen
From the Lost Sale Screen
Through the Callback Subscription feature

2. Callback Viewing

The Callbacks tab in your Dashboard provides a centralized list of all clients requiring a follow-up call.

Accessing the Callback Tab:

Navigate to Zr Ware > Dashboard.
Select the Callbacks tab.

Visual Cues:

Subscription callbacks are highlighted with a green background.
Lost Sale callbacks and Cancellation callbacks that were automatically created on the same day are highlighted with a yellow background.

Filtering Callbacks:

The filters at the top of the Callback tab allow you to narrow down the displayed list:

Group: Filter callbacks by their assigned group. You can bookmark the URL with a specific group selected for quick access.
Date Range: Specify a start and end date for scheduled callbacks.
Date Selection: Choose a specific date for scheduled callbacks.

Table Columns:

The callback list displays the following information for each entry:

Date: The scheduled date for the callback.
Customer Name: The name of the customer.
Customer Phone Number: The customer's contact number.
Set By: The name of the person who initiated the callback.
Group: The assigned callback group. (Available groups are configured in Admin > Callback Groups.)
Notes: Any specific notes related to the callback.

To view further details and action options for a callback, click on the Client Name.

2.1. Callback Options

Clicking on a client's name from the callback list opens the Callback Actions screen. From here, you can perform various actions:

View Client Record: Access the customer's full profile.
Set a New Contact Date: Reschedule the callback for a future date.
Book a Job: Initiate a new booking for the client.
Set a Group: Change the callback's assigned group.
Email: Send an email to the customer.
Dial Outbound: Initiate an outbound call to the customer (if integrated).
View Callback Subscriptions: (Requires feature to be enabled).
View Client Comments: Access comments from the client profile.
Delete Callback: Remove the callback from the list.

3. Callback Deletion

Callbacks can be removed from the list through several methods, depending on the action taken:

Reschedule: Set a new callback for a future date from the callback actions screen.
New Booking: Create a new booking from the callback actions screen.
Convert to Lost Sale: Move the callback to a Lost Sale.
Direct Deletion:
1. On the Callbacks tab, select the checkboxes next to the names of the callbacks you wish to delete.
2. Press the "Delete Selected" button.

Additionally, you can edit or delete a future callback directly from the Client Profile.