Schedule a callback for a customer

Schedule callbacks on behalf of customers from CSM Configurable Workspace.

시작하기 전에

Ensure the following:

• Customer Service Management (CSM) [com.sn_customerservice] plugin is activated
• Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) plugin is installed
• Appointment booking [com.snc.appointment_booking] plugin is installed (automatically installed with omnichannel callback [sn_callback] plugin)
• System property sn_callback.enable_agent_scheduled_callback is enabled

Role required: sn_omni_callback.callback_writer

이 태스크 정보

Agent-scheduled callbacks enable agents to create callback tasks while interacting with customers through any channel such as chat, voice, email, messaging, or case.

프로시저

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon ()
3. Open a case or interaction.
   주:

   The case must be in the Open state or the interaction must be in WIP state.
4. Select Schedule Callback.
5. In the Schedule Callback widget, enter the required information.
6. Select Schedule

결과

• A confirmation message displays indicating successful callback task creation.
• A callback task is created with the state as Open.
• The callback context shows the related case number (if scheduled from a case).

관련 태스크

• View scheduled callbacks
• View related callbacks in the contextual side panel
• Reschedule a callback
• Cancel a callback