Design Cisco Spark Care Callback Templates

Document created by Cisco Documentation Team on Jan 21, 2017Last modified by Cisco Documentation Team on Apr 6, 2017
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Create a Callback Template


Cisco Spark care templates are used to customize how customers use the Chat Bubble to interact with your organization. Callback templates configure:


    The information customers provide when requesting a callback



    Your business hours shown to customers


Before You Begin

Creating a callback template requires full administrator privileges in Cisco Cloud Collaboration Management.

1    From the Cisco Cloud Collaboration Management overview, choose Services, Care, then click Features. The Features page displays available care templates.
2    Click New to create a new care template. The Create New Care Template window opens.
3    Select Callback as the template type.
4    Enter a name for your callback template. Click the next arrow.
5    In Template Overview, toggle the cards you want to display in your callback template. Click the next arrow.   

The Customer Information for Callback card cannot be disabled.

6    Configure Customer Information. Select the fields you want to customize in the Previewwindow, then edit the fields in the Attributes window. Click the next arrow when you are finished customizing Customer Information.  

Changes made in Attributes fields are reflected in the Preview window. The Preview window shows how your customization appears in the customer chat bubble.

7    (Optional) If you enabled the Off-Hours card, configure Off-Hours. Customize your away message, listed business hours, and time zone shown to customers. Click the next arrow.
8    Click Finish to save your callback template configuration. A window opens with a JavaScript embed code generated for your custom template.
9    In the Embed Code window:
  1. Verify the organization domains that you are using with the callback template. See Domain Verification for more information.
  2. Download the embed code as a text file. Download the embed code either from the Embed Code window or from your custom template card on the Features page.
What to Do Next


  • To start using a callback template, embed the callback template code in your organization's website. For more information, see Embedding Care Templates.


  • From the Care Features page, edit templates by clicking the edit button on your chosen template card. To view the updated template, open the callback bubble in a new browser tab. You may need to wait up to 15 minutes to see your changes.


Configure a Callback Template Overview

Template Overview displays details of all the screens available for a callback template.


By default, all screens are enabled while configuring a new callback template. Toggle screens on or off based on what screens you want to include in the callback template. You can only customize enabled cards when you configure your callback template.


Callback template cards available:

  • Customer Information—Use this option to collect information from the customer requesting a callback.


    Customize this card to configure the fields displayed in the Callback window. You can also toggle the customer information fields to be either optional or required. The agent uses the information gathered from this card to better assist the customer.



    Global Off-Hours—Use this option to configure the message displayed to customers during business off-hours.


    You can configure business hours during which customers can contact your business.


Customize Callback Customer Information

The callback information form collects relevant information from the customer when they request a callback. The agent uses this information to call back and to better assist the customer.

Select the field you want to customize in the Preview window. Customize the field by editing it in the Attributes window. Changes made in the Attributes window are shown in the Preview window.

Fields available for customization:


    Window title.



    Organization title.



    Customer details. You can specify attributes for collecting customer details:



      Required Field—Mandatory field that the customer must fill in. The phone number field is marked required by default and cannot be made optional.



      Optional Field—Optional field that the customer can choose to fill in.



      Label—The field title that the customer sees. Use Label to prompt your customer to enter appropriate data in the field.



      Hint Text—Text that appears inside the field until the customer enters data. Use Hint Text to further define the appropriate data for your customers to enter. You cannot edit the Hint Text for the phone number field.



      Type—Type of field. Valid field types are: email, name, category, phone, id, reason, and custom. Based on the type chosen, the fields are mapped as a text input box or as a drop-down.


      Use the Type  category to map the field as a drop-down. Enter category options to add inputs to the category drop-down list.


      Use the Type  email to map the field as a text input box that collects the customer's email address.


      Use the Type  name to map the field as a text input box that collects the customer's name.


      Use the Type  phone to map the field as a text input box that collects the customer's phone number. Phone is marked Required by default. You cannot mark Phone as Optional or edit the Phone  Hint Text.


      Use the Type  id to map the field as a text input box that collects the customer's identification information.


      Use the Type  reason to map the field as a text input box that collects the customer's reason for requesting the callback.


      Use the Type  custom to map the field as text input box that collects custom information. For example, you can use custom to collect serial numbers for support incidents.