Hi @Madhusudan Tiwari
I think there is one important detail to clarify first: how is the callback being generated?
Depending on the implementation, the answer about reusing the same Script and carrying data from the original inbound interaction can be quite different.
If this is a native callback created from the original inbound interaction while that interaction is still active, the callback can remain associated with the same conversation. The original voice session may end, but the callback itself can continue as part of that interaction. In this case, I would first investigate whether the information is being stored as Participant Data / conversation attributes and whether those values can be reused when the callback is delivered to the agent.
A second scenario would be where the original inbound interaction is already completely finished, and only afterwards a new standalone callback is created. In that case, we are dealing with a new conversation, so I would not expect the new interaction to automatically inherit Script variables or context from the original call. Some form of persistence and correlation would likely be required.
There is also a third possible design, which is something we have implemented in our environment. When an inbound call remains in queue for too long, we offer the customer a callback, but instead of using the native callback object, our In-Queue Flow uses Data Actions to write the required information into an Outbound Contact List. The inbound call then ends, and an Outbound Campaign later consumes that record and places the return call.
In that architecture, the outbound attempt has its own conversationId, completely separate from the original inbound conversation. The continuity of context is therefore not provided by the conversation itself - the Contact List becomes the bridge between the two interactions. We can persist information collected by the IVR, the original conversationId, customer identifiers, routing information, or any other required data and then make that context available to the outbound interaction/Agent Script.
So I would first clarify which scenario applies here:
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Native callback created from the original interaction
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New standalone callback created after the inbound interaction has ended
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Outbound campaign/contact-list based callback implementation
That distinction is important because it determines whether this is primarily a Script/Participant Data question or a data persistence and correlation problem.
Could you share how the callback is currently being created in your flow?
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Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
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