Programmatically schedule a callback if an API POST is sent through the API. Once a callback is scheduled, the service will follow existing callback rules to reach out to the customer immediately, once it reaches the front of the queue, and when an agent becomes available.

Best Practices

Because this feature is using the callback scheduling process, you may need to follow a few best practices to ensure the best customer experience.

Use the Reserve Agent callback strategy

Because a callback will go out when it reaches the front of a queue, when using the Wait in Queue strategy, you put yourself at risk of calling a customer who is submitting a request after-hours when there are no agent's to address the customer's accepted call. Reserve Agent will require an agent to be logged in and ready.

Use a unique skill group for callbacks being requested via API

To better isolate calls that were requested and executed via API Callbacks, it's highly recommended that you build unique skill groups for the target teams. Each form submitted API Callback request will log as a zero second inbound call to the given skill. The outbound callbacks will also log to that skill. If you use an existing skill that is servicing traditional inbound callers as well, you may struggle to differentiate each method used to reach the team and schedule callbacks. This will also allow you to modify the audio experience during a form submitted callback as outlined in the next step.

Build a dedicated language pack for callback announcements

The default language packs of announcements will include a callback greeting that does not apply. If the customer requested a call using an online form, it's best that the language pack be updated to better greet the customer in a way that acknowledges the call is a direct result of their form submission.
Building a Language Pack

Callback API

POST /rest/api/v1/callback

Headers

Prior to configuring an API request, you'll need a service user and accompanying bearer token to authorize the request.

Learn how to build a user and obtain a key here.

Body

{
  "skill" : "Online Requests",
  "callbackNumber" : "3855551234", 
}

Arguments

Response

204 status code for success.