Callback request

Callback configuration defines what happens when a caller asks to be called back instead of waiting in the queue. When a callback request is made, the platform sends a notification with the caller’s details, so the request can be followed up. In the current configuration, this notification is sent by email.

This setting can only be configured by users with the UnifAI-Admin role. It is part of General settings.

Callback Configuration

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Click Save to store the configuration.

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Variables in the email body

Variables are written between curly brackets {}. When the email is sent, each variable is replaced by the actual value of the callback request

There are two sources for the values:

• The call itself: the phone number of the caller. This is always available.
• The CRM replicator: the details of the contact that was found for the caller. These fields are only filled if the caller is recognized in the CRM. If the caller is not found, all fields from the CRM are empty and only the phone number of the caller is filled.

If a field has no value, the variable is replaced by an empty value.

Example body

displayName: {displayName}
email: {email}
phoneNumber: {phoneNumber}
type: {type}

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Everything outside the curly brackets is sent as normal text. You can add your own text around the variables, for example a short instruction for the person who handles the request.

Tips

• Enter the variable names exactly as shown, including the capitals. A variable with a spelling mistake is not replaced.
• Use a shared mailbox as the sender, so notifications do not depend on one person’s account.
• Send a test callback request after you change the configuration to check the email.

Available variables

From the call

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From the CRM replicator