Switching to "Expert Mode" when building complex triggers and call flows

Imke Sievers
Imke Sievers
  • Updated

When building triggers, babelforce gives users two options.

By default, you will be seeing the "Expression" mode. This mean, when adding a new expression, you have the option to select a trigger from a list. You will be reading user friendly expressions, e.g. the name of the queue will be written and the name of the Business Hours you are selection.

However, there are multiple reasons why you might want to use the so called "Expert mode." A common reason is that you need to know the "placeholder" of an expressions. You can use these "placeholders" anywhere in your call flow (reading out wait time, etc.). 

Another reason might be that you want to enter a placeholder which is unknown to babelforce as you set a new expression via some automation during the call flow. 

The latter use case is more complex and will be discussed elsewhere. In this article, we will focus on the case finding a specific placeholder.

1. Go to triggers, click on "Add" to add a new trigger. trigger.png

In this example I am looking for the details of a specific queue called "Any queue". any queue.png

Navigate to Expression.

Click on Expert mode. This will display the full name needed for any trigger associated with that specific queue.

To return to the standard menu, click on Expressions mode.

expressionsmode.png

You can now use this expression in other triggers/routing rules and be sure you are using the correct one.

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