Workflows for Immediate Callback - Customer First
Immediate Callback - Customer First (IC-CF) requires two workflows, one for the callback offer and one for the callback delivery phase.
Callback offer
There is no default workflow available in Orchestration for the callback offer. You can create a copy and modify the OneCloud Voice default workflow to provide the callback offer to the customer. Design the callback offer workflow for your desired customer experience.
To facilitate a callback offer in a workflow, do the following:
Add a Start Automation task before the Connect Agent task.
Connect the Start Automation task to the OneCloud Callback Offer Self Service flow from Automation.
Use the variables from the self-service flow in the Properties of the Start Automation task.
Callback delivery
OneCloud Voice Callback Delivery is the default workflow for the callback delivery. The workflow automatically connects to the default OneCloud Confirm Callback Self Service flow in Automation. Automation initiates the callback request. You can save the modified default workflow with a new name to update the new version.
This task is available to only Administrator users.
