Interaction flows are among the most important aspects of contact center setup. Interaction flows define the paths your customers will follow through your system.
- Inbound interactions enter the flow and become work items, and the flows determine what route they must follow to get to the agent who must handle the work.
- Setting up office hours, IVR, call recording and voicemail – among others – is done here.
- Outbound work items are created and placed into the waiting room once prospects have been uploaded to a campaign. The work item is served to an agent and the flow that is associated with the work item will determine what must happen on call (e.g. recording) and post call (e.g. offer survey).
Please note: There are different flow options for each channel type (i.e. outbound call, inbound call, email and SMS). Each channel's flow will have different capabilities. For example, you can play a call a message while on a call but you cannot do the same with an email.