Scheduled Activities

Scheduler API

The Scheduled Activities API allows third parties to push activities to be scheduled with a certain date/time> Activities pushed via scheduler are then triggered and logged to CX Activities.

On the AgentDesk interface, agents can see all past as well as scheduled/upcoming activities on the Activity Timeline view.

For more details to the API, see Scheduler API

Technical Design:

Summary of the whole flow from Marketing tools to customer. 

1. Campaign tools schedules an activity by calling exposed scheduler APIs

2. Scheduler pushes the scheduled activity to CX Activity to be part of customer history.

3. Scheduler Queues the activity and pushes it to CCM when the scheduled date time reaches.

4. CCM acts as a proxy and forwards the scheduled message to the relevant connector.

5. When the message is delivered, CCM sends back a delivery notification to the Scheduler that it received from the relevant connectors

6. Scheduler updates the delivery notification to CX Activities

7. Scheduler also pushes it to the Campaign Manager via registered webhooks.

8. When the customer reads the message or replies back to the scheduled message, CCM sends the delivery notification as READ. In addition, it also sends back the customer response received from connectors to Scheduler.

9. Scheduler pushes the READ delivery notification as well as the customer responses of the scheduled activity to CX Activities.

10. 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. 

1. Scheduler - API to schedule an activity via any channel to any customer channel identifier

2. Support to receive delivery notifications at Scheduler from channel connectors (such as delivered, failed)

3. Push a scheduled activities to CX customer activities 

4. View both scheduled and executed activities on AgentDesk under Customer Activities 

5. Provision to create a scheduled activity with a named agent 

6. Webhooks registration API (POST, Get, Delete) - to be able to send delivery notifications on a 3rd party webhook  

7. Delete a scheduled activity.

8. Update a scheduled activity (see details on: https://expertflow.aha.io/features/EFCX-686)