Support callback booking

List of Cradle Properties

Use case 

This workflow works well for creating a callback booking system. You can set this up to have a task or ticket raised for the customer's contact owner advising them to call a customer back. Use this in conjunction with a clear voicemail message in Cradle advising the caller to leave information about their call for the support staff.

Cradle triggers used

- Details of Last Cradle Call

Putting together the workflow

Create a contact based workflow.

Choose the enrollment trigger Details of Last Cradle Call is known.

To ensure you're selecting the right calls you will also need to include a second enrollment trigger with Details of Last Cradle Call contains any of status:voicemail.

Choose an action

Choose any action that you would like to happen when this event is triggered. In our case, we will be raising a task to advise of the booked callback and assigning it to the support staff member who is looking after the customer.

Raise a task

Enrollment and re-enrollment

To ensure that the workflow doesn't stop after the first voicemail left from a contact, click on 'Review' and head over to the 'Re-enrollment' section and select Allow contacts who meet the trigger criteria to re-enroll when any one of the following occurs, and check the box beside Details of Last Cradle Call is known to re-enroll contacts every time a call is received.

Ensure that you end the workflow with a Clear property value step and clear the Details of Last Cradle Call contact property to make sure that contacts get re-enrolled in this workflow if they book another callback before you've called them back.