Callback Planner
Schedule callback appointments in your own calendar when you're unavailable to take a call right now
Introduction
The Callback Planner uses a calendar and a planner to schedule callback appointments.
Use a planner to create slots
The planner allows for some extra configuration such as how many days in advance appointments can be made.
Getting Started
Channel Requirements
Phone The Callback Planner can be used to deflect incoming calls and plan callback appointments. Phone
Installation Process
The Callback planner comes with a predefined calendar and planner. The only thing left for you to do is to create availability slots, in which callers can schedule their callback appointment.
Create slots
Go to "Planning" in the left menu.
Click and drag somewhere on the calendar view to create a slot. You can set the capacity per slot, meaning how many appointments can be scheduled in that time window. Optionally you can make the slot recurring, saving you from having to create the same slot every week.
Using the Callback Planner
App Settings
The planner can be configured with the following settings:
Planning title A name for you to recognize the right planner.
Create a note If a note is created, the appointment will be listed in the 'Notes' view. They will also show up in the Inbox - Today view.
It's important to have this option checked to be able to work with the notes from the Inbox
Day limit Use this to limit how many days customers can schedule their appointment
Minutes from now How many minutes need to be between the time of making the appointment and the start of the booking itself.
Free/busy or Slots The free/busy search strategy attempts to find gaps in the calendar that haven't been filled yet. As a result, events will not overlap. Free/busy can work with multiple calendars to find the first one that has an open spot.
Free/busy requires availability slots which determine the hours within which to search for an open spot (for example, your opening hours). The slots search strategy requires you to create specific slots up-front. Each slot has a maximum capacity. The planner then tries to find slots that haven't been completely filled yet, and plans an event that matches the starting and ending time of the slot. Events will overlap if the capacity is greater than one.
Roles
Operator To reply to inbox channels
Planner To manage the calendar and planners
App Workflow
The playbook is set up with an opening message and two flow files.
The Appointment flow handles the scheduling of the callback appointment.
The Details flow is invoked after finding a slot for the callback appointment. It's used to elicit any information from the user to create the appointment, such as their name, phone number, reason for calling, etc.
The Plan node is responsible for having the dialog with the user to elicit the right date and time to make the appointment.
Once the date and time are selected, the plan node will fire the Details flow for gathering the details needed to making the callback appointment, which are in this case asking for the name, the phone number and the reason for the call:
When the details flow is finished, the appointment will be planned in the calendar of this bot. Inbox users will be able to find the callback appointments in the Today view of the inbox.
FAQ
Can I get an overview of the events stored in the local calendar?
The created callback appointments are visible in the Inbox - Today view.
It's also possible to import the local calendar into your own calendar app.
Click on the publish button in the Calendars view to create a public link. In your own calendar app, you can add an external calendar using this link.
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).
It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.
Opening hours
The office hours have no effect on this app.
Resources
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