Callback Note Basic

Smart App to create Callback Notes from incoming phone calls

Introduction

The Callback Note Basic app is designed to streamline communication within your team by allowing agents to easily create callback notes during conversations. This smart app provides a straightforward way to track follow-up requests, ensuring that no important tasks are missed. It’s an essential tool for teams that prioritize efficient communication and task management.

Getting Started

Channel Requirements

• Phone The Callback Note Basic will summarize the user's reason for calling.

Installation Process

The bot requires no extra information to get started.

Using the Callback Note Basic App

App Settings

To adjust the settings for Callback Note Basic:

1

Add a welcome text

Fill in a welcome text to let the user know there is currently no one to answer the phone.

2

Close the conversation with a goodbye text

Let the user know that there is a follow up after using this service.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:

• Agent

• Operator

App Workflow

Here’s how the Callback Note Basic app works. Fill in the necessary details, such as the follow-up date and a brief description. Once the note is saved, it appears in the Notes accessible by authorized users. When it’s time for the follow-up, the app will send a reminder to the assigned agent or supervisor via push notification or email. This can be set up in your personal profile. Completed callbacks can be marked as Resolved to keep the dashboard organized.

FAQ

Who can view callback notes?

Depending on the role a user has in the customer environment, they can handle the callback notes accordingly. A specific user role for this action would be Operator.

Can I set a default reminder time for all callback notes?

No, the callback note basic simply allows callers to leave behind their name, phonenumber & reason for calling, which can be handled by the designated Operator in the environment.

How do I disable the Callback Note Basic app?

You can disable the app if you have the Producer role by navigating to the Settings, click on Extra options and Deactivate the Smart App.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the Callback Note Basic.

Resources

• Notes

• Phone