Who should read this article: Administrators, Supervisors
Create inbound call workflows using an intuitive visual editor that lets you place and configure nodes and link them together according to your business processes.
Introduction
Workflow builder for Inbound call workflows enables you to create complex call workflows 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 suggestions on getting started with Inbound call workflows:
Business hours in a flow use the contact center’s time zone as specified in System Settings. This may differ from the time zone set for individual users in their profile. When configuring business hours, be sure to account for any difference between the contact center time zone and your agents’ time zones.
You can use the Conditions node in Flow Builder to test the start-time, dnis, or ani of a call and route it to different queues, agents, or other targets (such as voicemail) based on the time zone of the contact or agent.
Nodes
The following nodes are available for Inbound call workflows:
| Icon | Node | Description |
|---|---|---|
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Start | The first node of every workflow. When a call reaches the workflow according to the business rules, such as day and time, the workflow starts here. A workflow may have only one Start node. |
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Play Audio | Play a selected audio file based on the workflow rules. |
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DTMF | Caller data input options for inbound calls. |
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Collect digits | Play an audio message to a contact and collect and store keypad input. |
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Send Message | Send an SMS or WhatsApp message to the contact. |
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HTTP Request | Seamlessly integrate call workflows with web services, such as CRMs, help desks, e-commerce software, and websites. |
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Conditions | Decide where interactions are routed based on information collected during the workflow. |
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Voicemail | Direct the call to Voicemail with an option to send the voicemail recording to an email address. |
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Route | Direct the call to a Queue, Agent, PSTN, SIP URI, or a variable. |
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End | The last node of the workflow if a call was not routed to any other node. Hangs up the call. A workflow may contain multiple End nodes. |