Schedule Callback for Abandoned Calls
Updated
In this article we will learn about how you can configure callbacks for customer who dropped with in the IVR.
Business Use Cases
Send Callbacks to callers who get dropped while waiting in the queue or in between IVR flow at any critical juncture like Payment, Card Blocking, Fraud, Emergency, etc
Callback to your high priority customer if they dropped in the IVR
Send Message / Email communication to callers after call ends in IVR
Update CRM with IVR activity
Solution
We use the disconnect journey defined at IVR to take actions after a call disconnects in between the IVR process.
Sample configuration to handle the use case-
We can configure this in an IVR and Journey using following steps-
Create Journey in journey facilitator
Use decision box to take decision on which customers need to be called back
Using Send SMS/email node in JF to trigger communication to caller
Using Schedule Callback node in Journey Facilitator to trigger callback to caller
Use of API node to send details to CRM with relevant information
Use disconnect journey in IVR
Configuration Step
Pre-requisite for configuring this in IVR: Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission
Create Trigger based journey
Under Sprinklr Service -> Resolve -> Voice -> Journey Facilitator -> Create new Journey -> Create a Trigger Based Journey
Note: To know more about how to configure Journey you can refer
Sample configuration is-
Add Decision box to take decision on customer which require any action
To take decision on which all customers should be called, add decision box and create multiple paths on the basis of case/profile custom fields like Priority, Process Leg, etc
Take actions like Send SMS, Schedule callback or API node for eligible calls
We can add action node like Send SMS, Schedule callback or API node on desired path of decision box. You can schedule callback using Schedule Outbound calls node. You have to define the Business Hour, Dialer, Timeout Duration.
Sample Configuration is-
Set Journey as the disconnect journey in IVR setting
Under Sprinklr Service -> Resolve -> Voice, select Voice IVR for which you need to trigger the journey -> Click on Three dot -> Edit Settings
Users can select the journey from Disconnect Journey field which is to run at the end of IVR
