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Agent Notification Feature (Techinical Document)

Agent Notification Feature (Techinical Document)

Owned by Aarabh Singh
Last updated: Jan 27, 2025
2 min read

Description

As a customer service agent, I want to send details or updates to customers via multiple communication channels (SMS, WhatsApp, or RCS) while interacting with them on a call, so that I can deliver quick, efficient, and personalized service on the customer’s preferred platform.

Requirements and Attributes

1. To Number

  • The recipient's number can be manually entered in the text box via a webhook or fetched from customer details.

  • This includes both domestic and international numbers.

  • For international numbers:

    • The agent must select the appropriate country code.

    • India’s country code is set as the default.

2. Type of Notification

  • The agent can select one of the following notification types:

    • SMS

    • WhatsApp

    • RCS

3. Template ID

  • A Template ID is chosen from the pre-registered templates based on the selected notification type in the agent group settings.

  • Only relevant template types will be displayed on the agent’s UI.

  • The Template ID must align with queue settings and notification types.

Approach

1. Agent Group Configuration

  • A new tab will be added in the agent group settings for "Notification Type".

  • Agents can select the type of notification (SMS, WhatsApp, RCS) and associate up to 5 templates for each notification type.

  • Once configured, these mappings will be saved in MySQL.

2. On Agent UI

  • When an agent is on a call, a dedicated section will be available for triggering notifications.

  • The agent can:

    • Select the country code.

    • Enter the phone number manually.

    • Choose the notification type (SMS, WhatsApp, RCS).

    • Select a template.

3. Static Templates

  • If the selected template is static:

    • The request will be sent directly to the Gateway-Products Real-Time Queue.

    • The status of the message will be fetched from MongoDB, based on the phonon_uuid and the respective collection.

4. Dynamic Templates

  • If the selected template is dynamic:

    • After selecting the country code, phone number, notification type, and template, a pop-up window will open.

    • The pop-up will display all dynamic fields for the agent to fill in.

    • Once the dynamic fields are completed, the agent will press the "Send" button to trigger the notification.

    • The request will then be sent to the Gateway-Products Real-Time Queue.

    • The status of the message will be fetched from MongoDB, based on the phonon_uuid and the respective collection.

5. Message Status Tracking

  • After sending a notification:

    • Static Templates: The status (e.g., Sent, Sending, Delivered) will appear on the UI and will be fetched from MongoDB.

    • Dynamic Templates: The status will be tracked similarly after the pop-up submission.

    • The UUID and message status will appear in the top-right corner of the agent UI.

    • The UUID will also be logged in the comments section.

    • After every 15 second agent will be able to refresh the status

6. Phone Number Validation

  1. Validation must ensure the phone number format is correct for both domestic and international numbers.

  2. India’s country code is set as the default.

  3. An error message will display for invalid inputs.

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