Who should read this article: Administrators
Create a call flow that automatically retrieve order status information from a web service based on an order number, without requiring intervention by an agent.
Use Case: Querying an order status
Use the Flow builder visualization tool to create a call flow that automatically identifies the caller and allows them to retrieve information from your web service, such as querying about an order based on an order number, without requiring intervention by an agent.
Make use of the following nodes in Flow builder to automate simple functions:
- Collect digits: use this node to collect information like account numbers and order numbers from the caller.
- HTTP Request: use this node to send GET and POST requests to your CRM or other web service.
- DTMF: use this node to enable the caller to make routing selections from an audio menu of options by entering single digits on thier phone keypad.
- Play audio: use this node to greet your callers and provide verbal instructions using either text-to-speech or pre-recorded voice messages.
Watch this long-form tutorial video that walks you through a simplified IVR that communicates with a web service and retrieves information for a contact.