Call Flows (IVR) Guide

Who should read this article : Administrators How to create your first IVR using Flow Builder . User story As a contact center administrator with simple routing requirements, I want an IVR to handle the inbound calls to your contact cent...

Who should read this article : Administrators How to automatically route certain contacts directly to a target such as a queue or specific agent, by-passing the IVR. User story As an administrator, I want to provide priority customers with ...

Who should read this article : Administrators How to manage inbound interactions during business hours, outside business hours, and on holidays. User story As an administrator, I want to create a single call flow that routes interactions ac...

Who should read this article : Administrators How to create a multi-level IVR to enable callers to navigate your complex service options. User story As a contact center administrator, I want to set up a system that guides callers through di...

Who should read this article : Administrators, Supervisors Use Flow Builder to privately route incoming calls to external numbers dynamically, based on caller input or system responses, with full control over the Caller ID displayed to the ex...