Callback agreement directly in the chat for the callback and appointment management of virtualQ.
Integrating virtualQ enables to make callback agreements in the chat. The integration runs through an API, hosted by virtualQ, and by usage of webhooks, created by moinAI.
Functioning
A callback request in the chatbot to virtualQ can begin with a query and output of the current waiting time. In this way, users receive a callback offer while the expectation is set correctly at the same time.
If the waiting time condition is met, i.e. the time limit has not been exceeded and the user accepts the callback offer, they are asked to enter their phone number.
Entering the phone number in the correct format is pre-qualified by formatting and validation by moinAI.
The callback is then stored in the virtualQ system and processed there by employees. Users receive a confirmation stating the callback time and the telephone number provided.
After the booking confirmation, users can cancel the callback if they wish. If a callback is canceled, it will be removed from the virtualQ system.
Implementation
Integration takes place via webhooks that link to the virtualQ API. These webhooks are configured in the moinAI Hub. These webhooks transfer the callback request with telephone number to the virtualQ system. Canceling an entry and removing it from the virtualQ system is done via another webhook.
Another optional webhook is recommended, which queries and outputs the expected waiting time until the callback directly at the beginning.
The query in the chatbot is made via a form. For example, it has the name Form: Callback.
The form is linked, for example, at the end of a topic as a follow-up question or in the message that has not been understood. The linking of a form is described in this article.
If the optional webhook for querying the waiting time is active, the current waiting time is queried automatically. Users are informed of the specific waiting time directly in the chat. If the waiting time exceeds the defined time limit of X minutes, the information is displayed in the chat and users are given the option of submitting a new callback request or canceling it.
The time limit is set to 10 minutes by default and can be customized.
The technical implementation is carried out in consultation with moinAI's Customer Success Management.
Adjustments to webhooks for communication with virtualQ can be made in the integrations section of the hub if required.
moinAI's Customer Success team will be happy to answer any questions about technical implementation, the data required to design the webhooks or other specifications.