In my example this would just be a transcript. If you want audio you need to use transfer to voicemail but you do not require the callback step beforehand. Ithe customer does not complete there is not much you can do except use process automation to trigger a callback creation after the customer disconnects.
However, if the customer disconnects before completing they may have decided they do not want a callback.
Original Message:
Sent: 07-28-2024 07:33
From: Nuttapong Limadisai
Subject: Ability for customer to leave message for a Callback
Hi @Richard Chandler
I thought about this as well, but in this case, there won't be an audio file, right?
It will be text obtained from speech-to-text conversion, correct? Or can I use Transcription in the flow?
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Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 07-28-2024 07:27
From: Richard Chandler
Subject: Ability for customer to leave message for a Callback
Hi Nuttapong,
I do not recommend a transfer to voicemail after a create callback. It should be one or the other.
Create a script that has a string variable and present it as text in the script.
In the flow create a callback.
Next use a voice bot to listen for a customer message.
Store that message in set participant data with the name of the script variable.
This means if the customer does not leave a message you still get a callback but with limited information.
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Richard Chandler
Connect
Original Message:
Sent: 07-28-2024 07:11
From: Nuttapong Limadisai
Subject: Ability for customer to leave message for a Callback
Hi @Richard Chandler
I am experiencing 2 issues:
-
The customer hangs up before the voicemail step. I have tried using "Create callback" before "Transfer to voicemail," which works well but is not complete because there is no customer's voice file. I would like a method that uses "Create callback" and allows the customer to leave a voicemail that shows up in the interaction.
-
The customer reaches the voicemail step but does not say anything. The system cannot detect any voice, so the call is not sent to the queue that was set. When checking the Timeline details of that call, the voicemail step shows "Uploading" and then disconnects.
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Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 07-28-2024 05:36
From: Richard Chandler
Subject: Ability for customer to leave message for a Callback
If you want an audio file presented then you need to use Transfer to Voicemail.
However with a Callback you could use a voice bot to receive any input from the customer, and then present the utterance into a script. This could be a regex .* slot.
Transcription of ACD voicemails is in the ideas lab https://genesyscloud.ideas.aha.io/ideas/INB-I-1265
This could be done before the create callback action and the utterance/slot added to the script. Or this could be collected after the callback is created and stored in participant data to present in the script as well.
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Richard Chandler
Connect
Original Message:
Sent: 07-27-2024 02:59
From: Nuttapong Limadisai
Subject: Ability for customer to leave message for a Callback
@George Ganahl
Hi George.
I have some questions that I am still unable to address.
If we don't use "transfer to voicemail" but instead use "create callback" and want customers to leave a voice message with the audio file showing up in the agent's interaction page, similar to when using "transfer to voicemail," how can this be achieved?
This is to cover cases where customers hang up before leaving a message or leave a message but there is no audio. Normally, the system won't route the call to an agent. Can this be done if we use "transfer to voicemail"?
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Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 07-17-2019 17:33
From: George Ganahl
Subject: Ability for customer to leave message for a Callback
Good to hear! I did a little bit of testing, but nothing live in a contact center.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-17-2019 15:01
From: Ben Marthin
Subject: Ability for customer to leave message for a Callback
We just live with Genesys yesterday and we are using the voice mail method that George mentioned. It is working great for us.
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Ben Marthin
Vehicle Service Group, LLC
Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback
Hi Again!
We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?
Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.
Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.
Thanks!
#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures
#Unsure/Other
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Amy Clifton
Goodstart Early Learning
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