You can call a customer up to 15 minutes before an appointment is set to start.
If you are on a call already, set your Five9 status to unavailable at this time to ensure you can call the customer after the current call ends.
You can set up email and pop-up reminders in your Google Calendar.
Locate the ticket from the confirmation email or the calendar event. If there is none, create a new ticket.
If the customer is not reachable:
If you cannot reach the customer, try calling the customer two more times every 10 minutes. Leave a voicemail for each attempt. If there is no voicemail, send an email for each attempt.
If you still cannot reach the customer, reschedule the appointment for the next day and as close to the same time as possible. Use the reschedule link in the confirmation email to select the new date and time.
If you fail to reach the customer a second time, reschedule again.
If your third attempt also fails, leave a voicemail informing the customer of your final attempt to reach them and invite them to contact us again when needed. If there is no voicemail, send an email including your call attempts and their timestamps, and if you were able to (or not) leave a voicemail.
Document your ticket.
If you resolved the customer’s request, document a description of the request and the resolution details in your ticket. Submit the ticket as Solved.
If you were able to contact the customer but there are next steps for you to work on, document the details of the next steps, including when you will follow up with the customer. Submit the ticket as Open.
If you were unable to contact the customer, document your call attempt(s) and whether you were able to leave a voicemail (or not, because there was no voicemail or the voice mailbox was full for example). Submit the ticket as Open for your next call attempt.
If you are unable to reach the customer on your final attempt, document your final attempt. Submit the ticket as Pending.