Engagement Queue CTAs: Capture & Operationalize Callbacks

Engagement Queue CTAs are a powerful way to connect with high-intent users who complete your HRA and request a follow-up call. These CTAs allow users to opt in for a callback while giving your care team a dedicated dashboard to track, manage, and log outreach efforts.

📹 Watch the overview video on Engagement Queue CTAs

Unlike standard CTAs that link to a URL or phone number, Engagement Queue CTAs present the user with a short form to request a callback directly within the HRA. Once submitted:

• The request is logged in the Engagement Queue dashboard
• Assigned users receive email alerts or daily digests
• Navigators can log follow-up attempts and outcomes

📸 (Screenshot: example CTA with “Call me to schedule” button)

When to Use Enagement Queue CTAs

Use Engagement Queue CTAs when:

• You have clinical or outreach teams who can follow up via phone
• You want to prioritize high-risk or hand-raising participants
• You need structured logging and downstream reporting on callback performance
• You prefer a built-in solution rather than routing leads into an external system

When NOT to Use Enagement Queue CTAs

Consider a general CTA or scheduled notification instead when:

• You want to let the user self-schedule or call a centralized line
• You have an existing system that you use to facilitate callbacks
• You don’t have internal resources for live callbacks
• You simply want to track clicks or light engagement, not trigger follow-up

💡 Learn more about using Notifications for internal workflows

To set up an Engagement Queue CTA:

1. Go to the Calls to Action section
2. Select Create New CTA > Call Engagement
3. Write your headline, body copy, and button label
4. Set your call commitment window and maximum call attempts
5. Assign users and email frequency for notifications

📸 (Screenshot: CTA creation modal with call engagement selected)

Once active, any opt-in will appear in the Engagement Queue dashboard for follow-up.

Track performance in the Reports > Follow-Up Performance > Engagement Queue tab. Metrics include:

• Number of callbacks requested
• Call outcomes and resolution codes
• SLA adherence (e.g., contacted within 2 business days)

📸 (Screenshot: Engagement Queue reporting screen)

Once your Engagement Queue CTA is live, your navigators will use the Engagement Queue dashboard to log and resolve phone calls.

💡 See the follow-up call logging walkthrough in our Nurture Journey section