The Callback Widget is a convenient way for the end-user to be called directly or schedule a call within the next couple of days. When implemented on the advertiser site, it'll show up as a green phone symbol on the right hand side of the browser window. When the end-user activates the widget with a click it launches an overlay presenting a simple form. The form allows the end-user to enter his phone number and schedule the call to take place within 5 minutes. When connecting the call, Kaisa will first call the advertiser and after having confirmed that the advertiser did pick up the phone, the end-user will be called. Upon successful call establishment to both parties, the calls will be joined together, allowing the end-user and the advertiser to have a chat.
Prerequisites
Opening hours
In order to use the Callback Widget you'll have to enter the advertiser's opening hours in the Kaisa Dashboard or API. The end-users will only be able to schedule calls during these given hours of operation.
Advertiser phone number
We advise you to spend some time and effort on choosing an appropriate phone number at the advertiser to connect the Callback Widget calls to. Try to find a number without an IVR (or similar). Kaisa will play a voice prompt requesting the answering agent to press 1 to connect the call. If the answering agent is in fact an IVR or queue the voice prompt will not be answered with 1 and the call will be disconnected. Finally you must enter the carefully chosen number in the Kaisa Dashboard (customer settings → allowed numbers) or API. Please note the ID given when entering the allowed number. You'll need the ID when implementing the Widget.
Implementation
The Callback Widget and Dynamic Numbers use the same script and the implementation procedures are similar. The first step to enable the Widget on the advertiser site is to paste the script code found in the Kaisa Dashboard (customer settings → script code) at the end of each web page (just before the body end tag). See example below:
<html>
<head>…</head>
<body>
Hello World!
<!-- Configuration goes here. Note! All configuration must be done prior to fs.js script load. -->
<script type="text/javascript">
var __fs_conf = __fs_conf || [];
__fs_conf.push(['setAdv',{'id': 'XXXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXX'}]);
</script>
<!-- Load fs.js from Freespee. Auto-select protocol (http/https) -->
<script type="text/javascript" src="//analytics(1)(2)(3).freespee.com/js/external/fs.js"></script>
</body>
</html>
Next step is to give some additional details in the configuration.
| Parameter | Description | Required |
|---|---|---|
| cbw_answering_number_id | The ID of the phone number at the advertiser to connect calls to. Acquired in the Kaisa Dashboard when adding the number to the allowed numbers list. | Yes |
| cbw_style | 'desktop' or 'mobile' depending on the device type the page is targeting. Defaults to 'desktop'. For mobile, see cbw_button_id. | No |
| cbw_caller_id | The phone number to be presented as Caller ID for the end-user. In E164 format | No |
| cbw_visible_number | If provided, this number will be replaced with a Kaisa number (in the same way as Dynamic numbers client side) and will be presented in the Widget as an alternative way for the end-user to come in contact with the advertiser. In E164 format | No |
| cbw_button_id | ID of the button used to open the widget. Defaults to fs-open-callback-widget. | No |
There are also a few other configuration choices that can be done, outside the fs_conf object:
| Parameter | Description |
|---|---|
| language | Language displayed in the call back widget, defaults to “en_US”. |
Implementation example:
<html>
<head>…</head>
<body>
Hello World!
<!-- Configuration goes here. Note! All configuration must be done prior to fs.js script load. -->
<script type="text/javascript">
var __fs_conf = __fs_conf || [];
__fs_conf.push(['setAdv',{'id': 'XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXX', 'cbw_answering_number_id': 1,
'cbw_style': 'desktop', 'cbw_caller_id': '+XXXXXX', 'cbw_visible_number': '+XXXXX'}]);
__fs_conf.push(['language','en_US']);
</script>
<!-- Load fs.js from Freespee. Auto-select protocol (http/https) -->
<script type="text/javascript" src="//analytics(1)(2)(3).freespee.com/js/external/fs.js"></script>
</body>
</html>
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