Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Message to Request Callback

    Posted 01-17-2022 01:19

    Hi guys, 

    Just wondering if it is possible to set up a callback from from a script used for the Message channel? 

    Scenario: We want to use an SMS to advise the customer we have some account information we need to speak to them about and prompt them to call our main number or text back to advise of a time they would like to receive a callback from us. 

    I have attempted to build a script but continue to receive 'Failed to schedule callback' error pop-ups, with no further detail about what component of the script is causing the error. 

    Is this possible, and just an error in the setup? Does anyone have something similar that works well? 

    Thanks! 


    #Routing(ACD/IVR)

    ------------------------------
    Katie Brassell
    Compassion Australia
    ------------------------------


  • 2.  RE: Message to Request Callback

    Posted 01-18-2022 00:07
    You will need to use a data action to create a callback object - not use the built-in tool as that will only work with voice interactions.  Just create a data action to call the /api/v2/conversations/callbacks API and then put that into a custom action in your script under a button.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Message to Request Callback

    Posted 01-18-2022 19:06

    Hi Robert, 

    Thanks for this response! All our other data actions are effectively a data pull, we don't have any set up that create an object, so just have some questions around the best way to set this up. 

    Presumably the output in contracts would be to create the callback object, but what would be considered the input data? The customer number? 

    Thanks. 



    ------------------------------
    Katie Brassell
    Compassion Australia
    ------------------------------



  • 4.  RE: Message to Request Callback

    Posted 01-18-2022 21:15
    Here is a fairly complete one.  It will need a Genesys Cloud Web Services Integration.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Message to Request Callback

    Posted 01-18-2022 22:10
    Thanks Robert! Should there have been an attachment/image on that post? I can't seem to see anything, sorry!

    ------------------------------
    Katie Brassell
    Compassion Australia
    ------------------------------



  • 6.  RE: Message to Request Callback

    Posted 01-19-2022 00:03
      |   view attached
    Here it is again.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Message to Request Callback

    Posted 01-20-2022 01:44
    Thanks so much, I will take a look into this!

    ------------------------------
    Katie Brassell
    Compassion Australia
    ------------------------------