Advanced Flows

Extend the possibilities in routing inbound communication by adding more features to the flow tool.
The advanced version of the flow tool gives you access to the following applets:

For calls:

• Menu – customers enter a number to choose a course of action
• Gather – Ask customer to enter information such as client number
• Timing – set different behaviours based on the day and time
• Prioritization – Test the caller’s number against a contact list and route accordingly
• Reply routing – Send to the last agent that serve the customer
• Send SMS – Reply to the caller with a SMS, to provide them with useful information.
• Agent fail-over – Route based on a specific agent availability
• PostFix – Add a distinctive number at the end of the caller’s number
• Forward – Forward calls to an external number
  
• Ring group – Forward calls to a group of number
• Callout – Send information to a 3rd party over http
  
• Redirect – Transfer the call to another flow
• LeadML – Write your own rules…

For messages:

• Reply – Send an automated reply
• Menu – customers type something to choose a course of action
• Timing – set different behaviours based on the day and time
• Routing – Route based on the subject, the content of a message, or the sender’s email address
• New contact – Create a new contact for each new message, for example when receiving messages from “noreply” addresses
  
• Redirect – Transfer the call to another flow
• LeadML – Write your own rules…

Contact your account manager if you want to have more details or a demo of all the possibilities.

Read more about building your IVR here: https://leaddesk.com/ivr/
Information about ACD/ ACMD: https://leaddesk.com/ACMD