Callback Planner
Schedule callback appointments in your own calendar when you're unavailable to take a call right now
Introduction
The Callback Planner allows callers to request callbacks within flexible time windows (like "between 2-4 PM") that you can set up in your calendar. They will be asked to provide relevant information that will be summarized in a callback note.
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, constraining the number of appointments that 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 recognise the right planner.
Create a note For appointments to be visible in your external calendar, this option should be left unchecked.
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 far ahead 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 tries to find slots that haven't been completely filled yet, and plans an event that matches the start and end 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 is used to elicit all information that is needed to create an appointment, like the user's name, their phone number, reason for calling, etc.
The Plan node is responsible for determining a date and time to make the appointment, going back and forth with the user to confirm availability.
Once the date and time are selected, the plan node will invoke the Details flow, which gathers the details needed to make the callback appointment. In this case users are asked for the name, phone number and 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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