Automatically send email to your customer when call placed on hold as you are awaiting their reply.
Jump to a specific section by clicking a link
Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Call placed on hold and waiting for customer to reply on ok to service. Typical process: (1) Tech places call on hold for parts and customer receives email indicating as such, (2) Tech Support Team has reached out to customer several times, but no response so call put on hold awaiting response. This alert will send email to your customer stating on hold awaiting their reply.
Run Schedule: Every 20-minutes
Type of Output: Email
* * *
Sample
Sample
* * *
Variables
Variables
Variable W: List On Hold codes alert should consider, REQUIRED
Variable Y: List Call Types alert should consider - only needed if you wish to limit
Variable X: Enter Branch Number(s) alert should consider- only needed if you wish to limit
* * *
Alert Functionality
Alert Functionality
1. We will set this alert up in test mode first as it is a customer facing alert for you. While in test mode, alert will only send to any email(s) listed on the to/cc/bcc of your alert subscription. You can safely enter actual Caller Contact on Service Calls as alert not wired to consider their email while in Test Mode. While in test mode, however; you MUST still have a Caller Contact listed on the Service Call in order for alert to send samples.
2. Alert sends notice to Caller Contact on service call when placed On Hold with On Hold code listed in your VariableW.
3. Will only send once for a given On Hold Code. If On Hold code changes, then alert will send again provided that On Hold code is listed in VariableW. But if anytime the On Hold gets changed back to an On Hold code the alert already sent notice of, alert will NOT send for that same On Hold code again.
4. Alert is wired to send notice to Caller contact anytime the On Hold Code, Caller Contact and/or Service Call number changes. So if Caller Contact changes, alert will send email again even if the On Hold code did not change. Or if Service Call number changes, alert will send email again even if the On Hold code or Caller Contact did not change.
* * *
Best Practices & Tips
Best Practices & Tips
1. The first time the alert fires when out of Test Mode, it will consider any service call in last 7-days where any field in the service call has been modified, including the problem description.
2. We can customize this alert with added logo, verbiage or different subject line. The max characters for any added verbiage is 1024 characters.
* * *
Related Alerts
Related Alerts
ID54 - To notify customers' Helpdesk when a service call is Opened/Dispatched/Closed/Canceled/Invoiced
ID181 - To notify customers when a service call is Opened/Dispatched/Closed/Canceled/Invoiced
ID193 - All Calls On Hold > W business hours
* * *
0 Comments