Description
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
- 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
