Spotter Scenario: Handle Unanswered Callbacks

Use the "Handle unanswered callbacks" Spotter Scenario to create new callback requests if the original callback attempts fail. You can add other If conditions that must be met and Then actions that will be triggered.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Handle unanswered callbacks Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
Set the If condition that must be met before the Then actions are triggered:
1. Click call result in the If condition.
2. Select the result in which calls must end in and stay in for a set amount of time before the Then actions are triggered:
  - No Answer: The caller did not answer the outbound callback attempt.
  - Abandoned: The caller hung up within the first 10 seconds of speaking with an agent or before connecting with them.
  - Failed: A technical error with dialing outbound prevented the call.
3. Click time period in the If condition.
4. Set the duration in which calls must remain with the set call result before the Then actions are triggered.
5. Press Enter on your keyboard or click the checkmark .
(Optional) Click + Add a call based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:

Assignee

Ticket company

Labels

Language

Line

Priority

Queue

Custom field value

7. (Optional) Click + Add Action and select another Then action that will occur:

Create callback

Add internal note

Send auto-reply to customer

Set ticket status

Assign ticket

Set ticket labels

Send notification

Send email, in-app, or Slack notifications to team members:

Click the Send Notification toggle to enable it.
Click Notification next to Send.
Select a notification type:
- Email: Send an email notification to the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Choose who you'd like to receive the notification:
    - The team member(s) on the call: Every team member that was on the call before it ended.
    - Manager(s) of the team member(s) on the call: The managers set in the Team Member Overview of the team members that were on the call before it ended.
    - All team members assigned to the call's queue: Every team member assigned to the queue the call was in before it ended.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s), manager(s), and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) or group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-3 above.

Set or clear custom field

8. Click Save & Activate.

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Spotter Scenario: Handle Unanswered Callbacks

To activate this Scenario:

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