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A customer contacts a hotel booking platform to inquire about a booking but reaches the service outside normal operation hours. Unable to connect with an agent immediately, the customer is presented with the option to request a callback. Once confirmed, a callback is registered and CAS can be configured to send an SMS to the customer: "We've received your request and will call you back shortly. To cancel, reply 'STOP'."
Use Case Two: After-Hours Callback Handling
When an agent receives a call and they cannot answer the customer leaves a call back request and the after hours allocated agent gets the customers call back number as a text during after-hours but is unable to answer it, the customer can leave a callback request. The assigned after-hours agent will receive the customer's callback number via text message and can return the call. If the agent makes a callback to the customers the call back queue removes the customers number Upon successfully making the callback, the system removes the customer's number from the callback queue and marks it as call back done completed by an agent (In the case Avaaya , (this feature is specifically for Avaya IX Workplace users).
Use Case Three: Agent-Aided Callback Decision
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