Create Outbound Request

An outbound request allows initiating a new dialog with a client on behalf of the operator. This instruction will show how to create a new dialog or ticket for proactive communication with a client.

When Needed

  • You need to proactively contact a client.
  • You need to create a ticket for internal tracking of an issue.
  • You want to initiate a new dialog without waiting for a message from the client.
  • You need to formalize a task for the team or pass information to a client.

What's Important to Know

  • Outbound request — dialog or ticket initiated by an operator, not a client.
  • Can be created as a dialog or as a ticket depending on the issue type.
  • Creating requires client information (communication channel, contact details).
  • Outbound request is displayed in the request list with a corresponding indicator.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • You have client information with whom you need to contact.

Step-by-Step Instructions

  1. In the OperatorLine module, find the "Create Request" or "Create Ticket" button (usually located in the upper part of the interface or in the request list).
  2. Click the button — a dialog window for creating a request opens.
  3. Fill in required fields:
    • Client — select a client from the list or enter data for a new client.
    • Channel — select communication channel (Telegram, Viber, Email, etc.).
    • Topic — select request topic from the list.
    • Message Text — enter text that will be sent to the client.
  4. If needed, fill in additional fields:
    • Tags for classification.
    • Priority (for tickets).
    • Assigned operator.
  5. Click the "Create" or "Send" button — the request is created and sent to the client.

What Happens After

The outbound request is created and appears in the request list. The client receives the message, and you can continue the dialog in normal mode.

How to Verify It Worked

  • Check that the request appeared in the request list.
  • Make sure the message was sent to the client (check delivery status).
  • Check that all data is filled correctly.

Other Ways

  • You can create a ticket without sending a message to the client for internal tracking.
  • Some request types may be created automatically through scenarios.