Reminders are a great way to have a follow-up tool for an Agent to re-engage with their clients. The reminder service is only available in the Calltrackingmetrics Call Center Plan. Reminders can be set up in a few different ways.
There are three different ways to set up reminders. The first way is through the Activity Log and the other is in the Reminder Settings.
- Agents can access Reminders in the call log and the flows menu, and Admins can create Reminder Triggers
- Reminders come in four different types:
- Call
- Text Message
- Desktop Notification
- Reminders are not actionable field types in CTM, meaning you cannot use reminder dates or statuses in triggers, filters, wrap-up panels, or reports.
Flows → Reminders (Manage Reminders)
- The default view provides a list of the agent’s Reminders for past and upcoming reminders
- List:
- Reminder Type – Where is was set ( setting, logs, or trigger)
- The contact associated
- Recurring status
- Time Zone
- Start Date
- Frequency/ End date
- Agent receiving the reminder
- Current Status of the reminder
Reminders Log → Flows → Reminders
- From here you can see all reminders that have been scheduled (Past & Present)
Additional Reminder Options
- Everyones Reminders → Account-wide settings and notification (Account view of reminders for all agents) → Click Everyone’s Reminders to go to : Individual agent view which will switch to My Reminders
- Agent/User Reminders → My Reminders → Click to go back to Everyone Reminders view
Reminder Settings → Click to view settings
- Activity Log & Notifications
- In the Activity Log, select if you would like to hide an activity in the panel and hide the reminder action
- In the notification section, you can select who you would like to send the notification to
Reminder Action
- When you uncheck the Hide Reminder Actions you will see a clock as shown in the call log below. This means a reminder has been scheduled
Setting up a reminder
Reminders are an automated follow-up tool for agents to re-engage with their clients. In the call log, you can add a reminder to “call back” the Agent on a specific day and time. Reminders are designed to provide the Agent with a one-time reminder by initiating a phone call to the agent at a specific date and time.
Building a Reminder in Settings
- Flows → Reminders → New Reminder
Reminders have 5 components to building them.
- General
- Scheduling
- Who To Invite
- Getting Connected
- Action After Reminder
1. In the General section add a name and a description
2. Next in the Schedule section add the date and time you would like to be reminded
Once scheduled you can decide if you would like it to be a recurring event, choose an end date, or choose how many occurrences
- You can also choose the repeat intervals
- Daily
- Weekly
- Monthly
- Annually
- Every Weekday (Monday – Friday)
- Custom
For a Custom setup you can choose:
-
- Repeat Every X Days
- Ends → Never
- On X Date
- Or After X Occurrence
Who to Invite
- You can choose a Recent Contact or from the Contact List
Getting Connected
- Select the → How to Reminder
- Call
- Text
- Desktop Notification
-
For Email
- Choose → Email
- Type the reminder message
- Click “Save Reminder”
- Click “Save Reminder”
-
For Call
- Select → Call
- Choose a Tracking Number (Tracking number to dial from)
- Select who you want to remind (Agent Name)
- Type the Reminder Message
- Click “Save Reminder”
-
For Text
- Select → Text
- Choose a Tracking Number (Tracking number to text from)
- Type in the number to who you want to send the reminder to
- Enter the message you would like to send
- Select “Save Reminder”
-
For Desktop
- Select → Desktop
- Add the Agent you who you want to remind
- Enter the message you would like to send
- Select “Save Reminder”
Action After Reminder (Only applicable for Call and Text reminders)
- An agent can select the trigger for the drop-down menu
- Trigger to run after:
- Trigger to run when a reminder successfully completes (See Triggers in next section)
- Trigger to run when a reminder fails to complete (See Triggers in next section)
- Select “Save Reminder”
- Select “Save Reminder”
Creating Reminders with Triggers
Triggers can be used 3 different ways to setup Reminder Triggers
- Automated creation of reminder Trigger
- Actions to run after a successful reminder Trigger
- Actions to run after a failed reminder Trigger
*Success and Failed triggers can only be applied to reminders that are calls or text
- To set up the triggers all that go to Flows → Triggers → New Trigger
-
Automated creation of Reminder Trigger
- Name the trigger
- Add a description (Optional)
- Select an Event Trigger
- In the drop-down menu select → Select the action you want to Trigger
- In the example below we are triggering: When an action is received
- Select “Save Changes”
- Select → +Add Workflow
- Select → the rule you wish to add
- For this example, we are selecting: IF Agent IS Present
- AND Reminder IS Present
- Select → Add Action – This is the type of reminder you wish to send (Email, Call, Text, Desktop Notification)
- Reminders can be scheduled in Minutes, Hours, or Days (OR)
- Remind based on the value of custom fields
- Next, you will want to assign an Agent
- Enter your message
- Select “Save Changes”
Note:
- An agent must be assigned to the reminder, because of this you’ll need to create two workflows, one for when an agent is assigned to the activity and one for setting a default agent for when no agent is assigned to the activity
- If there’s no agent assigned the reminder won’t be able to run.
Setting Up the Successful Reminder Trigger
Go to Flows → Triggers → New Trigger
- Name the trigger
- Add a description (Optional)
- Select an Event Trigger
- In the drop-down menu select → Select the action you which to Trigger
- In the example below we are triggering: When an action is received
- Select → Trigger
- Select → Add Action
- Select → The action you wish to take (Example: When an activity is received)
Setting up a Failed Reminder Trigger
Go to Flows → Triggers → New Trigger
- Name the trigger
- Add a description (Optional)
- Select an Event Trigger
- In the drop-down menu select → Select the action you which to Trigger
- In the example below we are triggering: Through a voice menu or other trigger route
- Click “Save Changes
Next, you will want to add → + Add Workflow
- Set up the rules you would like to use, in this example: IF Agent IS Present
- Select the action to perform: Email, Call, Text, Desktop Notification
- Next, Select → Add Action → Set Reminder
- Reminders can be scheduled in Minutes, Hours, or Days (OR)
- Reminders can be scheduled in Minutes, Hours, or Days (OR)
- Remind based on value custom field
- Next, you will want to assign an Agent
- Enter your message
- Select “Save Changes”
Note:
- An agent must be assigned to the reminder, because of this you’ll need to create two workflows, one for when an agent is assigned to the activity and one for setting a default agent for when no agent is assigned to the activity
- If there’s no agent assigned the reminder won’t be able to run.
Comments
Article is closed for comments.