The simplest way to get call recordings tagged and into your Helpdesk is by using Global Events. This way, whenever a recording finishes the platform will tag and attach it to a ticket/case, to be pushed to and displayed in the software application of choice.
This is configured easily in your babelforce account following these 4 steps:
- First we will need to make sure that voicemails are being tagged in your voicemail recording application. Navigate to 'My Settings' > 'Applications' and use the search to find your voicemail recording application. In the search window its "Module" column should read "Voice recording". The default application is called "Voicemail prompt to record", which is the one displayed in the example below:
Once you have found the correct application, click the blue button to the far right to open it and then choose the 'App' tab. In this example we would like to allow 60 seconds of recording, and following this a short message to wrap the call up. However, the good thing about using Global Events is that the way in which call flow applications are configured does not effect whether they happen or not.
The important thing is that in the 'Tags' field you enter something obvious like "voicemail", like so:
This will ensure that the actual voicemail is tagged and can be recognized by the platform. Make sure to click 'Save' before moving on.
- Now we need to build a trigger. This will recognize when a voice recording has been made which holds the "voicemail" tag. Find the triggers section under 'My Settings' > 'Triggers' and click 'Add Trigger' to create a new one.
Name this trigger "Caller left voicemail" and select logic type 'Match all triggers'. Now click 'Save' to bring up the 'Conditions' settings and click on 'Add Condition'. As the 'Expression' select 'Recording: tags' from the drop-down list and as the 'Operator' select 'contains'. Finally, in the 'Expectation' field enter "voicemail". At this point it should look like this:
This trigger will test whether the "voicemail" tag you created in step 1 has been given to a recording associated with the call. Make sure to click 'Save Conditions' before clicking 'Save' to save the trigger properly.
- We have configured the voicemail tagging and the trigger that tests for them. Now we require an Event which will use the trigger to fire an action which will interact with a third-party platform. In this example we would like to get the recording into a ticket in Zendesk, displaying it for the agent to see and adding a "voicemail" tag to the ticket.
First, navigate to 'My Settings' > 'Events' and click 'Add Event Trigger' to create a new Global Event. Behind the Event box which pops up you will still be able to see the list of other Events; they are ordered by a numerical priority. When setting the Event's priority (in the top right hand corner of the Event box) make sure that it is one of the last 'Update ticket' Events.
After you have decided its priority (in ours it is 350 - this is to ensure that it comes after Events which create tickets, meaning that the Event will not be trying to update a ticket which has not been created yet), name it something like "Update - add/tag voicemail".
Now set 'Event' to 'Voice recording finished' and the 'Action' to 'Update ticket'. Then, to the right of 'Trigger' click 'Show' and choose the trigger we created in step 2 ("Caller left voicemail"). Underneath this will have appeared a bottom section entitled 'Update ticket - Options'. In this section under the first 'General' tab choose the integration you would like to use. If correctly set up the Event should now look something like this:
Nearly there. Now open the 'Comment' tab and click the 'Add voice comment' checkbox, making sure it shows a green tick. You may but you don't have to update the ticket subject.
After this find the 'Tags' tab, click 'Advanced'
and in the 'Add tags' field enter "voicemail". Click 'Save' to save all of these changes, then re-open the Event to double-check that all the settings were saved.
That's it! Your Event is all configured. Now, whenever a caller leaves a voicemail message, the voicemail recording application will tag the recording. This tag will be recognized by a trigger, which will then fire off an Event action, in our case updating a Zendesk ticket.