Waiting in support queues is a waste of customer time and usually leads to frustration. This integration allows customers to request a callback from your support team by clicking the phone icon displayed at the top left corner of the chat interface.

Step 1 - Enable the User Form

Note: You need to enable the User Form before you install the Request Callback integration, otherwise it won't allow you to install it.

1. Navigate to your Botsonic Dashboard by clicking on [Home] from the left hand side menu. Then click and open the Bot you want to connect. If you haven't created a Bot yet, read this Quick Start Guide.

   

2. Go to [Settings], then click [User Form]

   • Toggl ON [Enable user form]

   • Click [Add new], add a phone field, then check the [mandatory] box

   • Click [Save], then refresh the page.

     
     

Step 2 - Connect & Install

1. Click [Integrations] from the left hand side menu, then click [Apps]

   

2. Look for the [Request Callback] integration. Click [Connect], then click [Install]

   

   
   

3. Go to [Installed apps], the integration is immediately set to active after installation.

   

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TIP: Add a starter question to let your users know that they can request for a call back

To add a starter question, go to Settings > Starter Questions.

Read this step by step guide on How to Add STARTER QUESTIONS for Your Chatbot

Note: Make sure the Bot is trained with an uploaded file or FAQ that answers the question/message that you're posting. The Bot will not be activated with only starter questions.

Step 3 - Test the Integration

NOTE: Make sure the Bot is trained with an uploaded file or FAQ that answers the question/message that you're posting

1. Interact with the chatbot

   • Fill out the user form
   • Then click [Submit]
   

2. Request for a CallBack

   • A phone icon will be dispalyed at the top left corner of the chat interface (refresh the page).
   • Click on the [phone icon], the Bot will post a message that someone from the team will get in touch.
   

3. View the Inbox

   • Click the [Inbox] tab
     • Click the [Users] tab to see users that filled out the user form
     • Click the [Chats] tab to view the chat conversations.
   • If the user requested for a call back, a [callback icon] is displayed beside their name.
   • Read this step by step guide to View User Form Responses and View Chat Messages and Post Feedback
   
   
   
   

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To delete or disable the Request Callback integration

Go to the chatbot's Integrations Page > Apps > Installed Apps, then click the [trash] icon to delete the integration.