Please excuse our look. We're just getting started here.Want to learn more about Twilio Forums? Check out our FAQ page here.
Creating callback tasks through after-hours IVR for agents in Salesforce
Hi all - I am creating an IVR flow and need to be able to capture calls that come in after-hours, ideally creating a queue of #s to callback when agents get online in the morning. Our agents will live within Salesforce (Flex is accessible through IFrame). Has anyone worked on a similar use case? What is the best way to go about this? Options I'm considering are 1) having the call create a Salesforce task that will be queued for agents, or 2) having the queue live within the Flex widget (unsure of the logistics here).
I'm not incredibly technical, but could pull someone in to help if needed. I've already written the function in our IVR that determines if a call is during or after business hours and routes them accordingly. Just need the next step for after-hours callers.
Appreciate any and all help you may be able to provide!
- 83 All Categories
- 19 SIGNAL 2021
- 376 Product Discussions
- 7 Community - Announcements
- 2 Changelog
- 4 Forum UI Updates
- 8 Welcome Guide
- 6 Community - Events
- 2 Twilio Relay Developer Conference 2021 Mega Thread
- 1 External Community Events
- 25 Inspiration
- 17 Community - Other Discussions
- 1 Community- Twilio Startups