Voice flows
- 13 Sep 2024
- 2 Minutes to read
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Voice flows
- Updated on 13 Sep 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Administrators, Supervisors
Create inbound call flows using an intuitive visual call flow editor that lets you place and configure call flow nodes and link them together according to your business processes.
Introduction
The Flow Builder for Voice interactions enables you to create complex call flows incorporating IVRs, audio recordings, voicemail, routing to agents and queues, conditional routing, backend data retrieval, and text messaging using SMS or WhatsApp.
Refer to the following articles for suggestion on getting started using the Flow Builder for inbound voice call flows:
Nodes
The following nodes are available in the voice call Flow Builder:
Icon | Node | Description |
---|---|---|
Start | The first node of every flow. When a call reaches the flow according to the business rules, such as day and time, the flow starts here. A flow may have only one Start node. | |
DTMF | Caller data input options for inbound calls. | |
Play Audio | Play a selected audio file based on the call flow rules. | |
Route | Direct the call to a Queue, Agent, PSTN, or a variable. | |
Voicemail | Direct the call to Voicemail with an option to send the voicemail recording to an email address. | |
Send Message | Send an SMS or WhatsApp message to the contact. | |
HTTP Request | Seamlessly integrate call flows with web services, such as CRMs, help desks, e-commerce software, and websites. | |
Conditions | Decide where interactions are routed based on information collected during the flow. | |
End | The last node of the flow if a call was not routed to any other node. Hangs up the call. Flow may contain multiple End nodes. |
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