Callback generating from Chatbot/webchat

Liberty Converse / CX
1

I may have dreamed this so please forgive me if I have.

I seem to recall that, from the chatbot and/or webchat we can offer a customer a callback and, after taking their telephone number in the system, it puts the customer into the callback queue for the relevant department/skill.

So my questions are:

  • Is it possible or have I imagined it?
  • If it is possible, how?
2

Hi @CathyS,

Yes, this is possible—but it does require using an external app. Connect itself doesn’t have the capacity to host apps, so the app would need to be held in another system (like Liberty Create). The flow in Connect would then link to that app, which can communicate with the CallBack API.

So while it can be done, it’s not something that works straight out of the box.

It might be worth speaking with your Account Manager about migrating your Connect Bots to our latest Converse CX Connect edition. This version allows you to build API calls directly into the flow and offers several other benefits as well.

I’ll drop them an email for you so they can reach out.

Kind regards,
Jonathan

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