B-006. Request A Callback

This module automates the process of handling customer callback requests. It ensures that when a customer requests a callback through a form, the request is logged, followed up with an attempt to connect the call, and managed based on the outcome of the call.

How It Works: Surface Level

When the automation fires:

• A customer requests a callback by submitting a form.
• The system schedules an automated call attempt to connect the customer with the business.
• It tracks the status of the call attempt and manages follow-up actions.
• If the call is completed, the customer receives a confirmation message. If not, the system retries and updates the status accordingly.

Detailed Workflow Steps

Customer Callback Request:

• Trigger fires upon form submission from the request callback funnel.
• Captures customer details and initiates the callback workflow.

Initial Callback Attempt Workflow (B-006-wf-1.1):

• Adds a system note and Request to Callback Pending tag.
• Schedules the callback attempt based on whether it's a weekday or weekend.
• The system generates an automated call sequence.
• Decision Points:
  • If the call is incomplete, initiates the Call Incomplete workflow.
  • If the call is complete, initiates the Call Completed workflow.

Call Incomplete Workflow (B-006-wf-1.2):

• Triggered when the initial call is incomplete.
• Adds Request to Callback Incomplete tag.
• Sends an SMS to the customer about the missed call.
• Schedules a second call attempt.
• Voicemail Drop: Customizes the voicemail message for missed calls.
• Retains the Incomplete tag if the second call is also missed.

Call Completed Workflow (B-006-wf-1.3):

• Triggered when the call is completed.
• Adds Request to Callback Complete tag.
• Sends a confirmation SMS to the customer.
• Cleans up previous Pending or Incomplete tags to ensure accurate status tracking.

Tag Router Workflow:

• Centralizes the management of tags (Pending, Incomplete, Complete).
• Ensures smooth integration with other modules and systems.
• Updates pipeline stages and manages tags based on customer interactions.

MIRO Board: Visual Breakdown

How It Works: Deep & Technical Level

Customer Callback Request

• Trigger: Form submission from the B-006 request callback form.
• Actions:
  • Form is embedded in the request callback funnel, capturing the customer's first name, last name, phone number, and reason for the callback.
  • Initiates the workflow B-006-wf-1.1: Contact Requested a Callback.

Initial Callback Attempt Workflow (B-006-WF-1.1)

• Trigger: New form submission.
• Actions:
  • Adds a system note indicating the request status.
  • Adds a Request to Callback Pending tag.
  • Checks if the call should be attempted on a weekday or weekend and schedules accordingly.
  • The system generates a call where the business administrator is called first, followed by the lead.
  • Decision Points:
    • Determines if the call was completed or not.
    • If the call is incomplete, initiates the B-006-wf-1.2: Call Incomplete workflow.
    • If the call is complete, initiates the B-006-wf-1.3: Call Completed workflow.

Call Incomplete Workflow (B-006-WF-1.2)

• Trigger: Call status is incomplete.
• Actions:
  • Adds a Request to Callback Incomplete tag.
  • Sends an SMS notifying the customer of the missed call and the callback attempt.
  • Schedules a second call attempt.
  • Voicemail Drop: Ensures a voicemail message is left if the second call is also missed. (Reminder to customize the voicemail message placeholder with an actual MP3 file.)
  • If the second call is also incomplete, the Request to Callback Incomplete tag is retained.

Call Completed Workflow (B-006-WF-1.3)

• Trigger: Call status is complete (from either the initial or second attempt).
• Actions:
  • Adds a Request to Callback Complete tag.
  • Sends a confirmation SMS thanking the customer for the call request and confirming the completed conversation.
  • Updates tags and cleans up any previous incomplete or pending tags.

Tag Router Workflow

• Purpose: Manages the integration and cleanup of tags within the module.
• Actions:
  • Aggregates tags (Pending, Incomplete, Complete) and ensures only relevant tags are active.
  • Integrates with other systems or pipelines by updating stages based on the current tag status.
  • Facilitates easy integration with existing systems by managing tags centrally.

By understanding these workflow steps and technical details, you can effectively use the Request A Callback module to manage customer callback requests, ensure timely follow-ups, and integrate seamlessly with other systems.