Click-to-Call Customer Support

Click-to-call is a form of web-based communication in which a customer clicks an object (e.g., button, image or text) to request a phone call with one of your agents.

With the Infobip platform, set up Click-To-Call to request a call from your contact center. If requested, interested prospect (your end-user) will receive a call from an agent and get all the information needed. This is also applicable to other solutions - request a call from a driver, courier, etc.

Having phone number is mandatory information for the click-to-call service. Depending on your business case, you may already have this information, if the customer requesting a call is already a registered user of your service. Read more about our Click-to-Call service.

This tutorial explains how to enable an option for your customers to request a call over web or mobile app by using Click-to-Call API.

Process Workflow

Implementation Steps:

**1. On your web page, create a widget with “Call me” call-to-action and a field where the end-user will enter their phone number.**This will be used as a trigger to establish a call between your call center and your end-user.

2. Implement API call towards Infobip on-click event on the button “Call me”.

Here's a request example:

 
    {
      "bulkId": "BULK-ID-123-CTCENA_TEST",
      "messages": [
         {
            "messageId": "MESSAGE-ID-123-CTCE_TEST",
            "from": "3859111111111",
            "destinationA": "385912222222",          
            "destinationB": "385913333333",
            "anonymization": false
         }
      ]
    }
 

Anonymization parameter will hide the real number and keep the end-users privacy.

Setting the anonymization parameter to Anonymization: true will anonymize both participants of the call. The number defined in From field will be shown as a caller ID.

Setting the anonymization parameter to Anonymization: false will anonymize just the number of your end-user. Caller ID defined in From field will show on Destination A (Agent), but destination B (End-user) will see destination A (Agent) number as a caller ID on their phone display.