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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.

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.

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.