Creating scheduled dialer Callbacks via Task automation

With babelforce, you can create instant or scheduled callbacks. When executed, they are placed directly into the dialer, bypassing any queued calls. They will be routed to the next available agent.

This article explains how to configure this using a pre-configured Task Automation Template.

Step 1: Create the Initial Callback Task

1. Create a new Automation (either local or global).

2. In the automation, use:

   • Action: Create task via templates

   • Template: v1.0.0_babelforce.call.callbacks_dialer

3. Configure the following fields in the request body:

• body.queue_id = <ID of the target queue>

• body.ivr.ticketid = {integration.zendesk_v2.ticket.id}

• body.to = {call.from.number}

• body.displayAs = <Callback display number - must match a number in your account>

• body.attempt = 0

• scheduled_at = <Time or placeholder>

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The following format is acceptable for "scheduled_at":

•  now 
• in 1h
•  in 15sec
• or a combination: "in 1h 5min 15sec"
• or with a placeholder that holds the expected callback time (advanced setup)

This configuration triggers a single callback attempt. The call is immediately routed to an available agent. If the agent does not accept the callback, it will be lost. To offer the call again to another agent, follow Step 2.

Step 2: Set up repeated Callbacks (Optional)

To retry a callback when it's missed or rejected by an agent, follow these steps:

A. Create a Trigger

Use a trigger in which all conditions have to match:

• ivr.task.attempt is less than x (e.g., 7)

• Finish reason matches ^(busy|unreachable|declined|timeout|canceled)$

• Domain is internal is given

• Source is equal to api

B. Create a Global Automation

1. Set the automation to fire on call finished.

2. Use the same action and template:

   • Action: Create task via templates

   • Template: v1.0.0_babelforce.call.callbacks_dialer

3. Use the same values as in the first automation:

body.queue_id = "<ID of the target queue>"
body.ivr.ticketid = "{integration.zendesk_v2.ticket.id}"
body.to = "{call.from.number}"
body.displayAs = "<Callback display number>"

4. Only the following fields should differ:

body.attempt = "{ivr.task.attempt}"
scheduled_at = "now"

This automation will offer the callback to agents up to the defined maximum number of attempts.

Notes

• Ensure that scheduled_at uses an accepted time or placeholder format. 

• The retry logic is simple to adjust by changing the value of ivr.task.attempt in the trigger.