Genesys Cloud - Main

Hi 

I would like to find a way to allow the caller to schedule a callback at a certain date and time or at least give them the option for it.  I have read that Architect currently does not allow callers to schedule callbacks to occur at a specific date or time.  Has anyone figured out how to do this and if so, can you provide me some guidance on what I can do.

#ArchitectureandDesign

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DANETTE BABYN
Alberta Motor Association
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Hi Danette,

There is an idea Architect - Schedule a Callback at a Caller Defined Time on the Product Ideas Lab to include this in Architect.  I am interested to see if anyone else has a workaround for this though

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Danette,

This would be quite complex to implement, but if you are familiar with Genesys Cloud data actions and the Genesys Cloud API, you could create a custom data action to schedule a callback and have this run from your Inbound Call Flow or In Queue Flow depending on where you want this to be offered to the caller. When running the API to create a callback you can specify a scheduled start time, but this has to be in the ISO-8601 format ( yyyy-MM-ddTHH:mm:ss.SSSZ) so this would tricky to get the caller to input this, unless you are offering pre-set times for the callback (i.e. 1 hour from now) in which case you could use the built-in GetCurrentDateTime variable and add the necessary hours/minutes to it based on the caller's selection.

This is the API to create/schedule a callback which you can use to build your own custom data action: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks

Regards,

James

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James Foster
Connect Managed Services (UK) Limited
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