Studio Task Library

The Studio Task Library contains a collection of ready-made Studio tasks all with specific purposes such as outbound customer survey calls to inbound smart call routers. If you are creating a new task then the Studio Task Library can be a great starting place for your final task and brings a lot of functionality 'out-of-the-box.'

Appointment Reminder

Outbound call task that checks whether the user is able to keep an appointment that had previously booked.

Use Cases

  • Customer confirms appointment
  • Customer cancels appointment
  • Customer reschedules appointment
  • Wrong person called
  • Answering machine answer

Walk Through

  • Customer confirms appointment
    1. Task asks if correct customer was called
    2. Customer replies yes
    3. Task asks customer to confirm appointment
    4. Customer confirms
    5. Post condition: customer’s information, appointment time, “Keep appointment” are logged in the data store
  • Customer cancels appointment
    1. Task asks if correct customer was called
    2. Customer replies Yes
    3. Task asks customer to confirm appointment
    4. Customer replies no
    5. Task asks if customer wants to reschedule or cancel
    6. Customer Cancels
    7. Post condition: customer’s information, appointment time, “Cancel appointment” are logged in the data store
  • Customer reschedules appointment
    1. Task asks if correct customer was called
    2. Customer replies Yes
    3. Task asks customer to confirm appointment
    4. Customer replies no
    5. Task asks if customer wants to reschedule or cancel
    6. Customer reschedule
    7. Task transfers caller to agent
    8. Post condition: customer’s information, appointment time, “Reschedule agent transfer” are logged in the data store, customer is transfered
  • Wrong person called
    1. Task asks if correct customer was called
    2. Customer replies No
    3. Post condition: customer’s information, appointment time, “Wrong person”
  • Answering machine answer
    1. Task plays appointment time
    2. Post condition: customer’s information, appointment time, “AMD”

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Outage Notification

This is an outbound call script that calls customers to advice them of an outage to a service (e.g. utility).

The script starts with an introduction message followed by the outage prompt.

It uses the standard call report data store to generate a number of calls report.

How to use

The scripts made from this template can be used as a list based or on demand outbound script. So after the script is created, a new outbound campaign also needs to be added to make the required calls. The script can be used as it is by passing the required variables through the campaign (to learn about outbound campaigns, click here). The variables that need to be passed are:

  • customerName The name of the person who is being called
  • companyName The name of the company or organization that is making the call
  • customerID Account or subscription number of the person being called
  • noOfHours The duration of the outage in hours entered as string. eg: two and half, three and three quarter, etc.
  • day The day of the outage
  • date The date of the outage in the format mm/dd/yyyy
  • startTime The start time of the outage
  • endTime The end time of the outage

PCI Credit Card Payments

This task gathers customer credit card details and runs the credit card payment process against a pre-configured payment gateway profile that will need to be updated with your own payment gateway details. It is the recommended way to invoke PCI Compliant Payments.

Use Cases

  • Customer makes a successful payment
  • Customer makes an unsuccessful payment

Walk Through

  • Customer makes a successful payment
    1. Task prompts for credit card number
    2. Task prompts for expiration date
    3. Task prompts for CVC
    4. Task prompts for Payment amount
    5. Task attempts payment
    6. Task informs customer payment successful
    7. Post condition: Successful payment stored in datastore with:
    • Phone Number
    • Customer Name
    • Payment Amount
    • Transaction ID
  • Customer makes an unsuccessful payment
    1. Task prompts for credit card number
    2. Task prompts for expiration date
    3. Task prompts for CVC
    4. Task prompts for Payment amount
    5. Task attempts payment
    6. Task informs customer payment failed
    7. Post condition: Successful payment stored in datastore with:
    • Phone Number
    • Customer Name
    • Payment Amount
    • Payment Response Message
    • Transaction ID

Datastores/Tables

  • Payments
    • Use - Stores all successful payments
    • Columns
      • Telephone_Number - the phone number the customer called in on
      • Customer_Name - stores the name used for the transaction
      • Payment_Amount - amount paid
      • Transaction_ID - returned from the payment gateway
  • Failed Payments
    • Use - Stores all failed payments
    • Columns
      • Telephone_Number - the phone number the customer called in on
      • Customer_Name - stores the name used for the transaction
      • Payment_Amount - amount attempted to be paid
      • Transaction_Result - returned from the payment gateway, reason for failure
      • Transaction_ID - returned from the payment gateway

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Product Recall

This is a simple outbound message system that advises a customer of product recall and provides information on what to do next or how to contact support.

The script starts with an introduction message and then notifies the customer about the product recall. It then gives the customer the opportunity to either speak to a representative about the matter or get further details on how to complete the product recall process. If further details are requested, the customer is asked whether he/she would like to get the product replaced or money refunded.

All the information collected is logged in two data stores. The number of calls are logged in the standard call report data store, the customers choice is recorded in the product recall data store.

How to use

The scripts made from this template can be used as a list based or on demand outbound script. So after the script is created, a new outbound campaign also needs to be added to make the required calls. The script can be used as it is by passing the required variables through the campaign. The variables that need to be passed are:

  • customerName The name of the person who is being called
  • companyName The name of the company or organization that is making the call
  • productName The name of the product being recalled
  • sendBackAddress The address the customer should send the defective product back to get refund or replacement
  • customerId The ID of the customer
  • transferNo The phone number to transfer the call to in case the person needs to be transferred to an agent

Text Alert Sign Up

A quick and easy way for your customers to sign up to receive your important alerts. Paired with our Outage Notification or Snow Day Tasks (text and voice), this Sign Up task maintains a list of all your customers who want to receive important messages.

Use Cases

  • New user signs up
  • User cancels
  • Existing user signs up

Walk Through

  • New user signs up
    1. Precondition: Customer ANI does not appear in datastore
    2. Customer sends “Sign Up” (case insensitive)
    3. Send Confirmation SMS (default copy)
    4. Post Condition: Customer ANI will be stored in Datastore with Active set to Yes
  • User cancels
    1. Customer sends “Cancel”
    2. Sends Cancel SMS
    3. Post Condition: Customer ANI will be stored in Datastore with Active set to No
  • Existing user signs up
    1. Precondition: Customer ANI appears in datastore
    2. Customer sends “Sign Up” (case insensitive)
    3. Sends “Already Signed Up” SMS
  • Otherwise
    1. Send Error SMS

Datastores/Tables

  • Text Alert List
    • Use - Stores the list of phone numbers who have signed up to receive alerts
    • Columns
      • PhoneNumber - Used to store the phone number of those who have signed up historically
      • Active - Boolean to set if caller is active and wants to receive alerts

Diagram

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Text Appointment Reminder

Send outbound appointment reminder by text. Customers can either Confirm or Request the appointment be rescheduled. All appointments are stored with the confirmation status.

Use Cases

  • Customer responds “Yes” to confirm appointment time
  • Customer responds “No” to request appointment to be rescheduled
  • Customer replies with something else

Walk Through

  • Customer responds “No” to confirm appointment time
    1. Campaign sends SMS to customer with appointment time
    2. Customer replies Yes
    3. Script replies back with Confirmation
    4. Postcondition: Customer’s information is stored in the data store with status confirmed
  • Customer responds “No” to request appointment to be rescheduled
    1. Campaign sends SMS to customer with appointment time
    2. Customer replies No
    3. Script replies back with Confirmation
    4. Postcondition: Customer’s information is stored in the data store with status Reschedule
  • Customer replies with something else
    1. Campaign sends SMS to customer with appointment time
    2. Customer replies with anything other than yes or no
    3. Script replies back with Confirmation
    4. Postcondition: Customer’s information is stored in the data store with status Unable to Confirm

Datastores/Tables

  • Text Appointment Statuses
    • Use - Store the customer information, appointment information, and confirmation status
    • Columns
      • Customer_Name
      • Customer_Phone_Number
      • Customer_ID - unique id number to identify the customer in the business’s internal systems
      • Office_Phone_Number - Phone number for the business that the customer can call for further assistance
      • Appointment_Date
      • Appointment_Time
      • Apointment_Status - Confirmation status from the customer
        • Possible Values:
          • Confirmed
          • Reschedule
          • Unable to Confirm

Diagram

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Text Outage Notification

Plan and deliver proactive messaging to counter any influx of calls during service interruption with Text Outage Notification. You have complete control as to when to schedule the campaign, how to customize the text, and what information or details to provide. The application can be integrated directly with your CRM system or it can reference an uploaded list or spreadsheet.

Use Cases

  • New Outage Alert
  • Customer inquiries during active outage and wants a notification when service restored
  • Customer inquiries during active outage and does not want a notification when service restored
  • Customer inquiries during inactive outage and is experiencing an outage
  • Customer inquiries during inactive outage and is not experiencing an outage

Walk Through

  • New Outage Alert
    1. Task Sends Alert
  • Customer inquiries during active outage and wants a notification when service restored
    1. Task check outage status
    2. Task sends outage confirmation and asks if customer want notification
    3. Customer replies Yes
    4. Task logs request
    5. Task sends confirmation
  • Customer inquiries during active outage and does not want a notification when service restored
    1. Task check outage status
    2. Task sends outage confirmation and asks if customer want notification
    3. Customer replies anything other than yes
    4. Task logs inquiry
    5. Task sends confirmation
  • Customer inquiries during inactive outage and is experiencing an outage
    1. Task check outage status
    2. Task sends no active outage and asks if customer want to report an outage
    3. Customer replies Yes
    4. Task logs report
    5. Task sends confirmation
  • Customer inquiries during inactive outage and is not experiencing an outage
    1. Task check outage status
    2. Task sends no active outage and asks if customer want to report an outage
    3. Customer replies anything other than yes
    4. Task logs report
    5. Task sends confirmation

Datastores/Tables

  • Text Outage Replies
    • Use - Store all replies to the alert
    • Columns
      • Phone_Number – Used to store the phone number of the customer who replied to the alert
      • Full_Reply - Stores SMS_TEXT variable, the full text of the reply send from the customer
      • Outage_Status - the value of the outage variable, indicates if the customer replied during the outage or after the service is restored
      • Customer_Status - if the customer is reporting that they are experiencing an outage
      • Call_Back_Requested - if the customer requested that they be notified when service is restored

Diagram

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Text QforMe Booking

Allows customers to request calls directly from SMS. No need to call in and follow voice prompts. Simply list the service number for this App and customers can send “call me” or the number they want to be called on. They will receive a call from the next available agent.

Use Cases

  • User sends a text containing a 10 digit number
    • Alternate case A: no waiters available
  • User sends any other text
    • Alternate case A: no waiters available

Walk Through

  • User sends a text containing a 10 digit number
    1. Waiter is booked
    • Alternate case A: on no waiter available, an SMS reply is sent indicating no further places in queue are available. End.
      • Alternate case A1: on with-held ANI, service silently ignores.
    1. Confirmation SMS is sent to requesting ANI
    • Alternate case B: on with-held ANI, no confirmation made.
    1. Post Condition: A new QforMe waiter has been booked for user
  • User sends text not containing a 10 digit number
    1. Send SMS to Ask if ANI Can be used for call back
    • Alternate case B: on with-held ANI, service silently ignores
    1. User confirms
    • Alternate case C: no confirmation; service silently ignores.
    • Alternate case D: user provides 10 digit numbers; commence use case 1.
    1. Book Waiter
    • Alternate case A: on no waiter available, an SMS reply is sent indicating no further places in queue are available. End.
      • Alternate case A1: on with-held ANI, service silently ignores
    1. Send Confirmation SMS
    • Alternate case D: on withheld ANI, no confirmation made.
    1. Post Condition: A new QforMe waiter has been booked for user

Datastores/Tables

*None

Diagram

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.

Text Survey

Collect vital feedback from customers, prospects, and employees using automated SMS surveys. Gain real insight simply, efficiently and economically.

Use Cases

  • Outbound survey request customer to participate, customer accepts
    • Alternate case a: customer replies with stop
    • Alternate case b: customer fails to reply
  • Outbound survey request customer to participate, customer declines
  • Customer starts survey and completes all questions
    • Alternate case a: customer fails to reply

Walk Through

  • Outbound survey request customer to participate, customer accepts and answers all questions
    1. Survey stores ANI in Datastore
    2. Survey sends welcome message
    3. Customer replies Yes or OK
    4. Survey asks a question
    5. Customer replies with an answers
    • Alternate case A: customer replies with stop
    • Alternate case B: customer does not reply
    1. Survey Store Answers
    2. Repeat from (iv) for additional questions
    3. Survey Sends Thank you Message
    • Alternate case A: survey sends stop message
    • Alternate case B: no further messages are sent
    1. Post Condition: Customer phone number, and all provided answers stored in data store
    • Alternate case A: early stop / opt-out explicitly flagged
    • Alternate case B: some answers are blank
  • Outbound survey request customer to participate, customer declines
    1. Survey stores ANI in Datastore
    2. Survey Sends Welcome Message
    3. Customer Replies Yes or OK
    4. Survey Stores Declined in Datastore
  • Customer starts survey
    1. Customer send text to survey
    2. Survey ask a questions
    3. Customer replies with an answer
    • Alternate case A: customer does not reply
    1. Survey Store Answers
    2. Repeat from (iv) for additional questions
    3. Survey Sends Thank you Message
    • Alternate case B: no further messages are sent
    1. Post Condition: Customer phone number, and all provided answers stored in data store

Diagram

Versions

VersionsDateDescription
1.0.03/7/2018Initial Release
Future release content planned
*No feature requests currently are tracked.