Create a Callback Template

Use Care Callback Templates to design the interface that customers use to request a callback on your organization's website. You can configure the:

  • Information customers provide before initiating a callback.

  • Feedback customers provide after ending a callback.

Before You Begin

You need full administrative privileges for Cisco Webex Control Hub to create a Callback Template.

Create a New Template

  1. Sign in to Cisco Webex Control Hub.

  2. Go to the Services page and click Features on the Care card.

  3. Click New to create a new Customer Support Template.

  4. Select Customer Support Template.

  5. Click Callback Template.

  6. Enter your template name.

  7. Select the features that you want customers to see in the callback interface.

  8. Configure your selected Template features. See Feature Attributes for more information.

  9. Click Finish to save your Callback Template configuration. The Embed Code window opens with a JavaScript code snippet customized for your template.

  10. Click the download button in the Embed Code window. The code downloads as a text file. You can also download the embed code from the Care Features page.

Feature Attributes

After you enable features for your template, you can configure the attributes for each feature. Preview displays the configurable attributes of a feature. Select a field from the Preview and configure it in Attributes.

  • Customer Information—You can customize the field label and hint text, and choose if the field is required or optional for the customer. Each field has an assigned Type.

    • Name—Creates a text input box and validates the character limit.

    • Email—Creates a text input box and validates the email format.

    • Category—Creates a drop-down list using the options you define.

    • Phone—Creates a field for the customer to enter a phone number.

    • ID—Creates a text input box.

    • Custom—Creates a text input box to capture information not covered in the other fields.

    • Reason—Creates a text input box to capture the reason for the customer contact.

  • Off-Hours—Specify the away message, and choose the business hours and time zone.

  • Feedback—Specify the label to use for the feedback screen and hint text to show in the customer comment box.

What to Do Next

  • To use your Callback Template configuration in the customer callback request interface, embed the template JavaScript code in the <head> or <body> of your organization's website.

  • To restrict access to the Callback Template, add and verify domains for your organization on the Settings page. For more information, see Domain Verification.

  • To edit the Callback Template, click the template card on the Care Features page. The changes that you make to a template configuration may not be immediately visible in the customer callback request interface.

    For more information, see Download and Embed the Care Template Code.

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