# Click to Call callback form

Let a website visitor submit their name and phone number to a configured callback integration.

*Release 3.3 · admin, developer, visitor*

**Settings › Chat › Alternate Click To Call Settings** · **Settings › Events › Visitor Events**

## What it is

**Click to Call** lets a website visitor ask for a callback by submitting contact details. An integration configured for your website processes the request. This older setup is separate from the telephone queue's callback feature.

## Who uses it and why

- Visitors enter or confirm their name and telephone details to request a call.
- Administrators prepare the form wording and choose when it is offered.
- Developers and Powerfront maintain the integration that receives the request and arranges the callback.

## Where to find it

With the **Settings** role and its **Click to Call** permission, configure form variants in **Settings › Chat › Alternate Click To Call Settings**. With the **Settings** or **Manager** role and the required event permissions, select the applicable form and callback integration in **Settings › Events › Visitor Events**.

Visitors use the **Click to Call** entry where your website's events make it available. The default form has a **CALL ME NOW** button.

## How it works

1. A configured visitor event enables the entry option and selects the form setup and integration.
2. The visitor opens the form. Known name and phone details may already be filled in.
3. The visitor checks the details, chooses the country calling code and enters the phone number. **First Name** and the number are required; **Last Name** and **Ext** are optional.
4. The visitor chooses **CALL ME NOW**, or your configured button text.
5. The form hides the submit button and shows a waiting message while it submits the request.
6. A successful integration result produces the configured success acknowledgement. A failed result produces the failure message.

The callback integration receives the visitor, name, country calling code, number and extension. That integration determines how the actual callback is arranged.

## Configure it

With the **Settings** role and its **Click to Call** permission, add or edit a form setup. Use **Request Form** for the title, heading, instructions and submit-button text. Use **Connecting Form** for the acknowledgement title and success or failure text. **Click to Call Tab** controls its image and collapsed size.

Configure an enabled **Visitor Events** rule to select the form and callback integration. Ask Powerfront to arrange or check the integration if your website does not already have one. Event access is available to **Settings** and **Manager**, subject to their permissions; alternate form editing requires **Settings**.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Custom Tab Image | Settings › Chat › Alternate Click To Call Settings › Click to Call Tab | website | Not set | Settings role | Replaces the Click to Call tab image for the selected form setup. When not set, the built-in tab image is used. |
| When collapsed show | Settings › Chat › Alternate Click To Call Settings › Click to Call Tab | website | Not set | Settings role | Sets how much of the tab remains visible when collapsed, in pixels. When blank or zero, it uses 30 pixels if website tab auto-hide is enabled; otherwise it applies no collapse override. |
| Title | Settings › Chat › Alternate Click To Call Settings › Request Form | website | HAVE US CALL YOU BACK | Settings role | Sets the title displayed when the visitor enters callback details for the selected form setup. |
| Heading | Settings › Chat › Alternate Click To Call Settings › Request Form | website | Talk to an Expert now | Settings role | Sets the heading displayed above the callback details for the selected form setup. |
| Text (No Autocomplete) | Settings › Chat › Alternate Click To Call Settings › Request Form | website | Please enter your name and phone number. | Settings role | Sets the instruction shown when no visitor details are filled in for the selected form setup. |
| Text (Partial Autocomplete) | Settings › Chat › Alternate Click To Call Settings › Request Form | website | Please verify your name and phone number. | Settings role | Sets the instruction shown when some visitor details are filled in for the selected form setup. |
| Button Label | Settings › Chat › Alternate Click To Call Settings › Request Form | website | CALL ME NOW | Settings role | Sets the submit-button text for the selected form setup. |
| Title | Settings › Chat › Alternate Click To Call Settings › Connecting Form | website | CONNECTING YOU | Settings role | Sets the title displayed while processing the callback request and showing its result for the selected form setup. |
| Text (Success) | Settings › Chat › Alternate Click To Call Settings › Connecting Form | website | Thanks, please stand by. An expert will be calling you soon. | Settings role | Sets the acknowledgement after the configured callback integration reports success for the selected form setup. |
| Text (Failure) | Settings › Chat › Alternate Click To Call Settings › Connecting Form | website | Sorry, we could not place your request. Please try later. | Settings role | Sets the message when the request result indicates failure for the selected form setup. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Description | Settings › Chat › Alternate Click To Call Settings › Info | Yes | Identifies the alternate Click to Call setup when selecting it for an event. A non-empty description is required to save the setup. |
| First Name | Visitor Click to Call form | Yes | Supplies the visitor's first name to the callback integration. |
| Last Name | Visitor Click to Call form | No | Optionally supplies the visitor's surname. |
| Ext | Visitor Click to Call form | No | Optionally supplies the phone extension. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage alternate Click to Call form records and visitor events, subject to permission restrictions. |
| Click to Call | Access alternate Click to Call form configuration with the Settings role. |
| Manager | Access Visitor Events where permitted; it does not grant the alternate form settings screen. |

## Limits and good to know

- A success acknowledgement means the integration reported success. It does not mean a telephone call has connected or establish a callback deadline.
- The submitted number must contain digits only and be more than three digits long. Choose the country calling code separately.
- Always check prefilled phone details, especially international numbers and extensions.
- The same visible form is not opened twice. This is not a guarantee against repeated requests after closing or reopening it.
- An integration must be linked to an enabled visitor event for its request to be accepted.

## Depends on and works with

### This feature uses

- **Requires** [Visitor event rules and actions](ENG-001.md): An enabled visitor event selects the Click to Call action and callback integration.
- **Requires** [Custom scripts managed by Powerfront](EXT-015.md): A configured callback script processes the submitted request.
- **Configured in** [Roles and permissions](ADM-008.md): Roles determine access to form configuration and visitor events.
- **Configured in** [Visitor event targeting conditions](ENG-002.md): Event targeting determines which visitors receive the entry option.
- **Related** [Joining calls and approving Co-Browse](VX-026.md): The visitor guide explains how to submit callback details through the form.

### Used by

- **Configures** [Joining calls and approving Co-Browse](VX-026.md): Click to Call settings and visitor events define the callback form and its request destination.
- **Configures** [Visitor popup event setup](ENG-006.md): Click to Call events use the selected callback form and its configured integration.
- **Configures** [Visitor event updates to customer context](ENG-007.md): Alternate Click To Call Settings define the callback form selected by the event.

## FAQ and troubleshooting

### Why does the visitor not see Click to Call?

Check the enabled visitor event, its targeting and the selected form setup. The entry is offered through that configuration.

### Why is the request rejected?

Check **First Name**, the phone number and country calling code. If those are valid, ask Powerfront to check the enabled event and its callback integration.

### Why did the visitor see success but receive no call?

The integration accepted the request, but the actual callback happens through that integration. Ask the team handling callbacks to check its processing.

### Can we change the form text?

Yes. With the **Settings** role and its **Click to Call** permission, edit the applicable setup under **Alternate Click To Call Settings**, then check that the event selects that setup.