Hey all,
We have a request from one of our clients, when a Customer calls in, at any point during the IVR transition or Queue hold, if the customer drops the call. We need to send a SMS message to the number they called.
Saying something like "Thank you for contacting . We
are sorry we were unable to speak with you today.
Your call is important to us. If you are calling with
regards to ...."
How can we implement a way so that its a Agentless SMS when the customer drops the call?
You can use triggers to detect Customer.end topic on Inbound Voice. That will fire a workflow type flow which can receive schema details on the topic, from which you can determine certain metrics. You may need to look at a conversation record to determine if agent answered as the disconnectType enum does not have a state for that.
customer.end
From there, send your SMS messages, or load up an agentless contact for outbound campaign
Simon
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