Callback Request Contact Form Workflow

What happens if the AI can't confidently assess the priority of an enquiry?

When the AI priority assessment comes back with low confidence, the workflow routes the enquiry to the team lead for manual review instead of proceeding automatically. The team lead reviews the reason and message and sets the priority themselves, and the workflow waits for that task before moving on. Whichever priority is set — AI or manual — is saved to the record so it's visible in the record's timeline.

Can this handle a customer who doesn't provide an email address?

Yes. The workflow checks whether an email was provided and only sends the email acknowledgement and the feedback survey when one exists. Customers without an email still get SMS confirmations and notices at every key stage, so no one is left without an update.

What if the customer isn't reached on the first callback attempt?

If the outcome is recorded as 'No answer' on the first attempt, the workflow texts the customer a missed-callback notice and assigns the team a second attempt. The outcome and any notes from the first attempt are saved to the record before the second attempt begins, so the team has full context.

What happens if the customer still isn't reached after two attempts?

After the second attempt, if the outcome still isn't 'Reached', the record status is set to Not Reached and the customer is texted to let them know and invite them to submit a new request. This closes out the callback flow without leaving the record open indefinitely.

Who is responsible for making the callback attempts?

Team members handle the First and Second Callback Attempt tasks, recording the outcome and any notes each time. The team lead is only involved when the AI priority assessment needs manual review. Both attempt tasks and the priority review task are ones the workflow waits for, so progress pauses until they're completed.

Does the customer receive a notification once their request is resolved?

Yes. Once the customer is reached, the record status is set to Closed and a text notice confirms this to the customer. If an email address was provided, a feedback survey is also sent one day later asking for a 1-5 satisfaction rating and comments.

Can we customise what information is collected on the request form?

Yes. The request form fields, callback attempt tasks, and messages can all be adjusted by describing the change in plain English or editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or rolled back.

What if the customer wants to change their preferred callback time after submitting?

The preferred callback time captured on the initial request form is saved to the record and used by the team during the first attempt. If a customer needs to update it, the team can note this in the outcome and notes fields recorded during their callback attempt.

How is the feedback survey sent, and is it required?

The feedback survey is only sent if the customer provided an email address, and it goes out automatically one day after the record is closed. It's a short emailed form asking for an overall satisfaction rating and any comments, and responses are saved to the record.