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 route incoming calls to external numbers dynamically based on caller input or system responses. Use Case: Dynamic inbound call routing to a variable PSTN number...