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  • 1.  Trigger a data action on a call-back interaction wating in queue for X mins

    Posted 06-30-2025 16:11

    Hi,

    I have been asked to trigger an API when an interaction sits it queue for a certain amount of time for emails, calls and call-backs. Emails and calls are fairly straightforward, however if a customer chooses to be called back (via an In-Queue flow) I can't see a way to do anything with the interaction until it is picked up. Does any one have any ideas or is this just not possible via flows?

    Note: I am aware that I could write something external leveraging the APIs to monitor call-backs in queue and send my API request. I would prefer doing this on platform if at all possible.


    #Architect

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    James Adam
    BlackBerry
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  • 2.  RE: Trigger a data action on a call-back interaction wating in queue for X mins

    Posted 07-01-2025 02:38

    Hi James,

    my approach would be to start a workflow in the moment the customer chooses a callback. In that workflow you could wait for X minutes and then check the status of the interaction. Then trigger your API.



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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  • 3.  RE: Trigger a data action on a call-back interaction wating in queue for X mins

    Posted 07-02-2025 17:24

    Thanks Christoph! This approach was exactly what I was looking for. 

    Cheers,

    James



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    James Adam
    BlackBerry
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    Original Message


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