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Callbacks

When a user books a callback from the call centre, a system is in place to ensure call handlers have enough capacity.

There are a few notes regarding callbacks:

  • Callbacks are provided to users for the next week (8 days, today + 7)
  • Third-party callback slots have no limit, and do not affect the remaining callback capacity
  • In the case where all non-third-party callbacks are booked for today or the week, a message is displayed on the contact us page with the options removed

Callback slots

The slots for the period are provided via the CLA Backend using the get_time_slots(num_days=8, is_third_party_callback=False) function.

This function probes the endpoint: checker/api/v1/callback_time_slots/

This outputs a JSON with the slots for the period which can then be used in our service.

On our service, slots are controlled by the _setup_callback_time_choices function. This uses the _format_slots_by_day function to transform the json data into day slots.

Callback Capping

Slots to the call centre for callbacks are controlled via CLA Backend. Either a CSV is uploaded with the upcoming timeslot capacity or a user can manually update.

Once slots are filled, options will be reduced on the contact us form. Slot availability handling is dealt with in the contact form via _adjust_contact_options_for_availability.