Have you ever had customers missing appointments or simply not showing up as scheduled? While it's possible to make courtesy calls to confirm an appointment with a customer or a prospect, this is time consuming and costly for most companies.
As a solution to this, we have now implemented a Confirmation Callback service, where an automatic callback will reach to a customer or prospect in order to confirm their appointments (and give an opportunity to cancel or to speak with an agent).
GET
Mandatory parameters
| Name | Type | Description |
|---|---|---|
| customer_id | int | Kaisa account ID |
Optional parameters
| Name | Type | Description |
|---|---|---|
| from_date | string | From date in UTC, format 'YYYY-MM-DD HH:MM:SS'. Defaults to current time. |
| to_date | string | To date in UTC, format 'YYYY-MM-DD HH:MM:SS'. Defaults to a week from now. |
Output
| Name | Type | Description |
|---|---|---|
| id | int | Kaisa's unique ID of the callback. |
| customer_id | int | Kaisa account ID |
| agent_phone | string | The phone number to the agent |
| customer_phone | string | The phone number to the customer that will get the call |
| display_phone | string | The number to display as caller ID when calling the customer |
| scheduled | string | The date and time of the first call attempt |
| retries | int | Number of times we will attempt to reach the customer |
| retry_interval | int | Seconds between call attempts |
| completed | int |
0 = Unknown/Incomplete
1 = OK
2 = Confirmed
3 = No response
4 = Informed
|
| cdr_id | int |
Callback unique ID |
POST
Mandatory parameters
| Name | Type | Description |
|---|---|---|
| customer_id | int | Kaisa account ID |
| customer_phone | string | Phone number to your customer in E164 format |
| agent_phone | string | Phone number to your agent in E164 format |
| call_datetime | string | Date and time that the call should be scheduled in UTC. Format: Y-m-d H:i e.g (2019-12-24 12:00) Maximum 30 days in advance. |
| retries | int | How many times we should retry if customer does not answer (0 to 5 attempts) [Defaults to 1] |
| retry_interval | int | How long time between retries in seconds (Min 30 seconds and max 24 hours) [Defaults to 300] |
Optional parameters
| Name | Type | Description |
|---|---|---|
| display_phone | string | Phone number to display as Caller ID when calling your customer [Defaults to the agent's phone number] |
| during_business_hours | string |
true; primary audio played back and your customer can press [1] to confirm, or [2] to be connected to the agent |
Output
| Name | Type | Description |
|---|---|---|
| scheduled | string | Date and Time for the callback |
| retries | int | Number of attempts |
| retry_interval | int | Seconds between attempts |
| type | int | 5; which means Confirmation Callback (i.e. during office hours) or 6; which means Information Callback (i.e. outside office hours) |
| id | int | Unique ID for the callback |
| agent_phone | string | Phone number to the agent |
| customer_phone | string | Phone number to the customer |
| display_phone | string | Number that will be displayed as caller ID when we call the customer |
PUT
Method not supported.
DELETE
Method not supported.
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