Create Callback action

AI-generated summary

Genesys Cloud's Create Callback action in Architect enables building callback functionality into inbound, in-queue, or outbound calls to reduce wait times and improve customer service. The system examines ANI data to capture caller phone numbers and creates callback requests that are placed on specified queues. Callbacks are executed through the queue's ANI rather than individual agent ANIs. Key features: - Automatic number capture from ANI data - Queue-based callback assignment - Required callback script property enablement - Configurable caller name and number options - Integration with Genesys Cloud scripting Configuration elements: - Name field for action identification - Optional Callee Name for callback identification - Mandatory Callback Number field using string expressions - Queue selection for callback request placement - Optional script selection with customizable input variables Limitations: - No scheduled callback functionality - Cannot directly specify caller ID and name (requires Call Data action) - 100-character limit for single script inputs Best practice includes pairing with audio sequence and collect input actions to allow alternate callback numbers.

In Architect, you can build a Create Callback action into an inbound, in-queue, or outbound call. Use this action to, for example, reduce the customer’s in-queue wait time or provide an option for an agent to get back to a customer with information. The Create Callback action directs Architect to examine ANI data about the call at runtime to capture the caller’s telephone number. A new callback request object is placed on the queue specified in the form.

The callback occurs when an agent picks up the callback from the queue. Callbacks are automatically placed on behalf of the queue, and use the queue’s , not the agent’s ANI. Architect currently does not allow callers to schedule callbacks to occur at a specific date or time.

Notes:

Before you can select a script in a Create Callback action, the script must have the Callback property enabled. For more information, see Manage script properties.
You cannot specify the caller ID and name with this action. If you want to use the caller ID, caller name, or both, use a Call Data action instead.

When you configure a callback action, set up callback number options, select the queue to which the callback request is assigned, and define callback script configuration.

This action is available in the Flow category of the task editor’s Toolbox.

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Callee Name	(Optional) The name used on the callback. Typically, this name is a string expression derived from a data action data dip (for example, Flow.ContactFirstName) that lets the agent know who requested the callback. You can also add a non-specific name that categorizes the caller into a specific group (for example, Gold Level Customer). You are unlikely to include literal expressions in this field, except for testing the callback action for runtime results.
Callback Number	The string expression that specifies the caller’s telephone number for callback purposes. For example, ToPhoneNumber(Call.Ani). This field is required and cannot be blank. Note: Best practice recommends pairing this action with an audio sequence and a collect input data action that gives the caller the option of providing another number. For more information, see Callback phone number creation tips.
Queue	Select the queue on which to place the callback request. This setting is required for inbound or outbound flows. For in-queue flows, the system places the callback on the current queue.
Callback Script	Optionally select the appropriate script from this list. The script designer created and saved these scripts in Genesys Cloud scripting.
Inputs	Depending on the selected script, define the variables the script displays or processes at runtime. If the script does not require defined variables, Architect displays a message indicating that the selected screen pop script has no inputs. The character limit is 100 for a single input. Note: Click the arrow next to Inputs to expand or collapse the list of variables.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Create Callback action

[NEXT] Was this article helpful?