This reference guide details the specific attributes used to customize greeting phrases for customers based on their callback timing. These settings allow for distinct greetings for immediate callbacks versus later returning calls.
Attribute definitions
The following table lists the attributes available for configuring interactions with returning callers.
Attribute | Description | Context |
| The greeting phrase used for calls from the same customer within the same session. | Immediate callback (e.g., a dropped call or immediate redial). |
| The greeting phrase used for calls from a returning customer that do not occur within the same session. | Later returning (e.g., calling back the next day). |
Configuration usage
These attributes are added to the agent's configuration. When defining the values for these attributes, input the full text string that you want the agent to speak as the greeting.
Usage examples
Recent returning: "Hi there, it looks like we got disconnected. How can I help?"
Later returning: "Welcome back! It's good to hear from you again. How can I assist you today?"