Scheduling of customer support callbacks

**Purpose**

1.1. Automate the end-to-end scheduling of customer support callbacks for antenna service, ensuring efficient allocation, timely notifications, and seamless communication between support staff and clients.
1.2. Manage customer callback requests from multiple channels, log interactions, match support agents based on skill and availability, verify customer details, and send reminders or updates.
1.3. Provide actionable analytics on callback performance, agent efficiency, and customer satisfaction tracking.

**Trigger Conditions**

2.1. Callback form submitted via website or mobile app.
2.2. Missed incoming call identified by PBX.
2.3. Customer email requesting callback received.
2.4. SMS request for callback logged.
2.5. Inbound ticket detected in CRM with "callback" keyword.
2.6. Third-party marketplace flags job as requiring a follow-up.

**Platform Variants**

3.1. Twilio
• Feature/Setting: Programmable Voice API – configure webhook to trigger on missed calls; schedule outbound call with callback URL.

3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook – configure to process incoming emails with "callback" in subject; parse and route to scheduler.

3.3. HubSpot
• Feature/Setting: Workflow Automation – trigger actions on ticket creation/tags; integrate Meeting Scheduler to book callback slots.

3.4. Salesforce
• Feature/Setting: Process Builder/Flow – automate task creation and callback reminders on record update/creation.

3.5. Google Calendar API
• Feature/Setting: Events.insert endpoint – create calendar events for agents and customers, send automatic invites.

3.6. Microsoft Teams
• Feature/Setting: Shifts API – sync callback appointments with team member schedules.

3.7. Slack
• Feature/Setting: Workflow Builder – automate direct message reminders and callback confirmations; integrate Call Scheduler app.

3.8. Zendesk
• Feature/Setting: Triggers & Automations – create callback tasks from new tickets with specific tags or custom fields.

3.9. Zoho CRM
• Feature/Setting: Workflow Rules – auto-create call tasks and follow-up reminders on lead/contact activity.

3.10. Calendly
• Feature/Setting: API Webhooks – auto-generate scheduling links and send to customers via email/SMS.

3.11. Freshdesk
• Feature/Setting: Automations – detect callback requests and assign to agent queues.

3.12. RingCentral
• Feature/Setting: Call Log Webhook – trigger callback workflows when calls are missed or routed to voicemail.

3.13. Pipedrive
• Feature/Setting: Activity Scheduler – automate scheduling of outgoing call activities tied to pipeline deals.

3.14. Outlook Calendar (Microsoft Graph API)
• Feature/Setting: /events endpoint – create and update callback appointments with reminders for agents.

3.15. ServiceNow
• Feature/Setting: Workflow Editor – define rules to generate callback tasks and notifications upon incident update.

3.16. Intercom
• Feature/Setting: Custom Bot – prompt customers for callback times, create tasks via API.

3.17. Aircall
• Feature/Setting: Webhooks – auto-log missed calls and trigger callback task creation in CRM.

3.18. monday.com
• Feature/Setting: Automations – create callback tasks in boards, assign agents, and set deadlines.

3.19. Asana
• Feature/Setting: Rules – auto-assign callback tasks based on trigger from intake forms or emails.

3.20. Mailgun
• Feature/Setting: Routes – handle inbound callback requests, trigger action to create scheduled call.

21. Typeform

• Feature/Setting: Webhooks – process customer form submissions and route callback requests to scheduling logic.

22. Trello

• Feature/Setting: Automation (Butler Power-Up) – create and assign callback cards on incoming requests.

23. Google Sheets API

• Feature/Setting: Append and update rows for logging callback requests; trigger automation upon new entry.

**Benefits**

4.1. Reduces manual scheduling effort, minimizing human error.
4.2. Increases callback speed and customer satisfaction through timely follow-ups.
4.3. Ensures accurate tracking and reporting for operational analysis.
4.4. Offers multi-channel intake and omni-platform support for scalability.
4.5. Frees up staff time for higher-value tasks by automating repetitive communications.