Set Denali Callbacks from Tasks

In DialSource Denali, Agents have the ability to set Callback Tasks directly from the soft phone while on a call or in wrap-up state (call hung up but not yet Dispositioned) with a prospect.

But what if your agents want to set Callbacks in Denali when they haven't placed a call? Now, they can with the standard Task object!

Creating Callbacks for Leads, Contacts, Accounts, and Cases

To utilize this feature, first navigate to Set Up --> Object Manager --> Tasks --> Fields & Relationships --> Type. Click New and add a type called Denali Callback.

 The Type field is often hidden from the User view. Click into the Type field again, and then click "Set Field Level Security". Make sure that the box is checked "Visible" for your agents' profile(s).

Now, make sure that "Task" and "Reminder Set" are on the Task Page Layout.

That's all you need to do for your agents to begin using Callbacks from Tasks. Now, Agents or Admins can create Callbacks in Denali by simply creating a New Task, choosing Denali Callback as the Type, and choosing a Reminder DateTime to present the Callback.

Note that if the Agent forgets to set a Reminder DateTime, sets a Time that is in the past, or tries to set a Callback against a completed Task they will be presented with an Error nudging them to correct the issue.

As shown in the video above, deleting the Task associated with the Callback will also delete the Callback from Denali's back end.

What if the agent needs to snooze the Callback? No problem. They can simply edit the Reminder DateTime of the Task and Denali will take care of the rest.

Out of the box, Denali supports Tasks related to Leads, Contacts, Opportunities, or Accounts.

Using Process Builder for Automating Callbacks or Custom Objects 

If you need to create Callbacks against Custom Objects, or automate the creation of Callbacks as part of an Agent workflow, Denali can do that too, with the help of Salesforce's Process Builder.

Create A Lookup Field to the Custom Object

First, we need to create a field on the Task object that looks up to the custom object. This is so that we can traverse up to the object to grab their phone and name fields for Process Builder.

Navigate to Setup --> Object Manager --> Activity --> Fields & Relationships. Create a new field of type Lookup (you can name it whatever you like) and point it to the Custom Object.

Create A Process Builder Rule to Populate the Lookup Field

Now, we need a way to populate the custom field. Navigate to Setup --> Process Builder. Create a Process Builder or edit an existing one. Set it against the Task object -- it should execute whenever a record is created or edited.

Create a node and give it some criteria. Because Custom Objects are usually "What"s rather than "Who"s, that's what I've chosen to use in this example.

• Task --> Related To ID --> is null --> False
• Task --> Related To ID --> starts with --> [the 3 digit prefix of your custom object]

Next, for immediate Actions, choose "Update Records" and "Select the task record that started this process". For Field, choose your new Custom Object lookup field. For Type, choose field reference, and for value, choose the Related to ID of the Task.

Save and activate the Process Builder.

Create A Process Builder Rule to Create Callbacks

Finally, we need to activate the Callback functionality for this particular type of Task. Create a Process Builder, or, ideally, use the Process we used in the previous step. It should execute whenever a Record is created or updated. Set whatever criteria you like in the new node, but make sure it includes

• "Lookup field --> Is not --> Null"
• and "Lookup field --> ID --> Starts with --> [custom object ID prefix]"

Because Custom Objects are often "What"s rather than "Who"s in Salesforce, the example I've chosen uses this field. I am checking to make sure that the Task is related to my Custom Object.

Next, create an Action. The type should be Apex. Search for "DS Denali Callbacks" and select it. Now, set the required field values.

• object_id:
  • Type: Field reference
  • Value: Related To Id (or "Name ID" if the Custom Object is a Who rather than a What)
• due_date:
  
  • Type: Field reference
  • Value: Reminder DateTime
• uid:
  
  • Type: Field reference
  • Value: Assigned To ID
• name:
  
  • Type: Field reference
  • Value: Custom Object Field --> Name
• phoneNum:
  
  • Type: Field reference
  • Value: Custom Object Field --> Phone
• httpMethod:
  
  • Type: String
  • Value: PUT
• task_id:
  
  • Type: Field reference
  • Value: Task ID

Save and activate the Process. With that you are done! Callback Tasks set against the Custom Object will now present a callback in Denali.

Learn more about using Callbacks with Denali.