Add Callback Option to Workflow and No Agents Signed In Handling
Request
Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.
Current Limitation
At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.
Expected Enhancement
Introduce callback functionality in both areas so that customers can request a callback when:
A workflow requires an alternative contact option.
No agents are available or signed in to handle the interaction.
This would provide more flexibility in managing customer interactions, reduce missed opportunities, and improve the overall customer experience.
1
vote
Adriane Bartholomew
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