Do you want to offer your customers the possibility to request a call-back? No problem!
However, before you continue reading, make sure you are familiar with Input Readers and Switches.
The video below explains step-by-step how a call-back can be implemented. It features the following scenario:
- A customer calls your hotline
- No agents are available
- After x seconds, the customer is offered to be called back
- The customer wants to be called back and confirms by pressing 1
- As soon as the call-back is confirmed an email is send out
Of course, call-back requests can also be pushed as ticket update. Instead of adding a local action to email event, select your integration and update the ticket as soon as the customer confirms the call-back. You could add a tag, adjust the subject or add an internal note (for instance).
Watch this video for more details: