Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls
Requested Enhancement
Enable automated email generation for manual outbound calls, using the same logic that exists for inbound calls.
The system should automatically generate an email with the following fields:
Subject: Disposition name selected by the agent
Recipient: Email address pulled from the client database
Email Body:
First Name
Last Name
Caller’s phone number
AI-generated call summary
Any additional data stored in the database
Feedback (if available)
Darlene
shared this idea
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Darlene
commented
As required, a new feature request link was created:
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Darlene
commented
Work around provided is to utilize the disposition selected and each disposition would map to an email template/recipient
Disadvantage: Service center pro has 102 clients and each client have their own workflows that routes to different groups of queues. If the disposition selected would be leveraged to branch out the email recipients, they would also have the same number of dispositions, 102 and 102 workflow nodes on the workflow scripting.
As this would be impractical for the client having these dispositions. if the function is not currently available they would like to raise a feature request where workflows to be directly associated with queues. This approach would allow agents to select and apply the appropriate workflow when making outbound calls, thereby eliminating the need to manage multiple dispositions.
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Darlene
commented
Currently for client's inbound use cases - a call passes through a workflow and every time a disposition is submitted the onDisposition trigger via workflow will initiate an automatic outbound email configure via custom API . They want the same behavior when making manual outbound calls,
Although we can assign a Manual Outbound workflow on the agent level, agents can be assigned to only one manual outbound workflow, and this assignment can be performed only by administrators. Agents do not have the ability to choose or switch workflows for individual outbound calls.
The customer requirement is for agents to be able to select the appropriate workflow based on the specific call or queue .