Callback Note

Takes the call and creates a note.

Introduction

The Callback Note app is a valuable tool that enables your team to efficiently handle and track callback requests. This smart app is designed to streamline the follow-up process by creating detailed callback notes that can be shared with team members. The Callback Note app ensures that no customer request goes unanswered, helping you improve communication and customer satisfaction.

Getting Started

Channel Requirements

• Phone The Callback Note takes the call and creates a note.

Installation Process

The bot requires no extra information to get started.

Using the Callback Note App

App Settings

To configure the Callback Note app:

1

Set up your automated flow

Ask essential questions to your customer which you can convert to a Note or Email.

2

Assigning callback notes

Go into the Notes interface and select yourself or your coworker as owner of a note. Mark as done when handled.

Roles

The Callback Note app includes the following roles:

• Agent

• Operator

• Supervisor

App Workflow

The Callback Note app follows a straightforward workflow. An agent or operator receives a callback request during a customer interaction or from missed calls. The agent or operator handles relevant details such as the customer’s input. Predefined variables are populated from the nodes assigned in the configuration, ensuring consistent data capture. The callback note is stored in the platform and can be shared or assigned to the appropriate team member. Notifications are sent to the assigned agent or team when a callback is due. Once the callback is completed, the note is updated, and the status is marked as done.

FAQ

How do I create a callback note using a template?

Go to the Home section in the DialoX platform, select the Callback Note smart app and fill in the required information. The template will automatically include the relevant variables. Feel free to change the context.

Can I customize which details are captured in a callback note?

Yes, you can assign specific nodes to variables in the Assign Variables section, allowing you to track only the information you need.

How do I notify an agent/operator about an upcoming callback?

In the Notes interface, locate the Assigned Agent or Assigned Operator dropdown or field. Choose the agent or operator from the list of available team members. This selection assigns the note to them directly.

The Mark as done button allows agents or operators to finalize a callback note, indicating that the follow-up is complete. This updates the status to "Done" and removes the task from active assignments being greyed out.

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

• Phone