Scheduled Activities
Scheduler API
A scheduled activity is an activity that is scheduled to be executed for a later date/time. Activities that are scheduled with a customer ultimately become a part of CX activities to give a complete, 360-degree view of the customer activities (both past and future) to the customer service representatives.
The Scheduled Activities API allows third parties to push activities to be scheduled with a certain date/time via certain channel so that, when the time reaches, the Scheduler executes the activity and pushes the activity results on a registered webhook. Scheduled activities are also pushed to CX Activities with updated activity status (such as Scheduled, Delivered, Failed, Connected).
On the AgentDesk, agents can see all past as well as scheduled upcoming activities on the Customer Activity Timeline view.
For more details to the API, see Scheduler API
Sample Flow
Below is the summary of the flow from scheduling an activity via Digital Marketing tools such as EFCX Campaign Manager solution
An activity is scheduled by calling exposed scheduler APIs
Scheduler pushes the scheduled activity to CX Activities for it to become a part of customer activities
Scheduler queues the activity and pushes it to CX Channel Manager when the scheduled date time reaches.
CCM acts as a proxy and forwards the scheduled message to the relevant channel connector based on the activity channel specified in the API.
When the activity is delivered, CCM sends back a delivery notification received from the relevant connectors, back to the Schdeuler
Scheduler pushes back the delivery notification to CX Activities
Scheduler also pushes it to the webhooks specified in the API call.
If the scheduled activity was a chat message, CCM sends the delivery notification as READ once the customer has read the message or, replied to the scheduled message. Also, if there was a response to the message, it also sends back the customer response received from connectors to Scheduler.
Scheduler pushes the READ delivery notification as well as the customer responses of the scheduled activity to CX Activities.
Scheduler also publishes the delivery notifications and customer response to the Campaign Manager via the registered webhooks.
Scheduler Features
See https://expertflow.aha.io/epics/EFCX-E-4 for a detailed feature list implemented under the epic.
Feature | Description |
|---|---|
Scheduler API | Schedules an activity via any channel to any customer channel identifier |
Delivery Notifications |
|
Scheduled Activities in CX ActivitIes | Push a scheduled activities to CX customer activities |
Scheduled Activity with a named agent or queue | Provision to create a scheduled activity with a named agent |
Webhook Registration API | (POST, Get, Delete) - to be able to send delivery notifications on a 3rd party webhook |
Delete a scheduled activity | Allows to remove an already planned activity |
Update a scheduled activity | Allows to update a scheduled activity such as the time of schedule |