Customize a default callback topic

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Customize the default callback topics as per your requirements.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    You can customize one of the following default callback topics: Callback-Phone for voice channels and Callback-General for messaging or chat channels. The following procedure explains how to customize the Callback-Phone topic.

    Procedimento

    1. Duplicate the Callback-Phone topic from the Virtual Agent Designer.
      For more information on how to duplicate a topic, see Duplicate a Virtual Agent topic.
    2. In the Advanced properties section of the Properties tab, select the voice channel that you want to associate with the custom callback topic.
    3. On the Flow tab, modify the default callback flow and set the following properties in the Script action utility, if required.
      1. Set Global Callback Executed (vaVars.global_callback_executed) to true.
      2. Set No Agent Available (vaVars.global_show_no_agent_available_msg) to false.
      3. Set the following properties in the Create Callback Task node.
        • Set Global Callback Executed (vaVars.global_callback_executed) to true.
        • Set No Agent Available (vaVars.global_show_no_agent_available_msg) to false.
        • Callback Number (callback_number): Required field to be populated with the number on which the user requested a callback. This number may be the number that the user is calling from or the dialed number.
        • Short description (short_description): User issue description.
        • Initial Interaction (initial_interaction): Interaction detail from which the callback task has been initiated.
        • Max Retry Attempts (max_retry_Attempts): Maximum retry attempts after which the callback task is closed.
        • Expire Time (expire_time): Callback timeout after which the callback task is closed.
        • Messaging Channel (messaging_channel): Messaging channels configured for use. If not provided, the default callback channel is used.
        • Scheduled (scheduled): Set to true to make the callback task eligible for auto callback.
    4. Save and publish your custom callback topic by clicking Save and Publish.
    5. Map the custom callback topic to the voice service provider.
      1. Fetch the sys_id of your custom callback topic from the Topics [sys_cs_topic] table.
      2. Select your voice service provider from the Provider Channel Identities [sys_cs_provider_application] table.
      3. On the Provider Identity Properties tab, update the value of the callback_topic_id property with the sys_id of your custom callback topic and click Update.