A common use for the Callback API is a web form that collects a customer's phone number and requests a callback once an agent is available. Building the form and triggering the API request is the responsibility of the organization's web development team — CCaaS does not provide a UI component or embeddable snippet for this purpose.

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Built and Managed Externally
The web form and its API request are built and maintained by the organization's web development team, not CCaaS. Xima Support can confirm whether an API request from the site is being received and properly formatted, but cannot assist in building the form itself.

The Basics

Using the Callback API, a web form can collect a customer's phone number and trigger a callback automatically once an agent becomes available.

Forms that trigger the API request must use a background service to protect the bearer token — the token should never be exposed in client-side code.

Building the Form

The web development team designs the form, which asks for the customer's phone number to use for the callback and provides one or more submission options. Each submission option determines which skill value is sent in the API request.

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A server-side language (such as PHP) is recommended to manage and protect the bearer token submitted with each API request.