3.1 - A call flow for two brands

Christina Dechent
Christina Dechent
  • Updated

This is the first section that will help you to integrate the final assignment of this chapter. If you already feel confident that you know what to do, just skip it. However, if you get stuck, you might find some useful information here.

The first thing you want to create in our use case is a call flow with two brands.

The best way to achieve this is by duplicating your first flow. Remember:

  • Every brand needs a separate queue
  • Ideally, you give them brand-specific welcome audios
  • You will need two numbers and route them to the matching welcome audio player

There are some really cool things you can do if you want to write the brand name on your ticket in the next step. To achieve this, you will need to create a session variable:

  • Build local Automation on the welcome audio
  • In this Pre-Automation, set a session variable, you can call it ivr.brand.name
  • Also, set the variable that contains your brand name
  • In our example, it could be PetStoreA and PetStoreB for the second brand

All you need to know is how to set local Automations in your call flow. If you figured that out, the rest is a piece of cake. We'll explain later how you can print the brand name to the ticket but this little Automation will now always save the brand name to each incoming call.

Make sure to create opening hours and holidays and set them up correctly in your call flow. Obviously, you will need After Flows when your hotline isn't open. Maybe a voicemail? 

To end the call after three minutes you have a couple of options: either you have an audio that lasts for exactly three minutes. You need a queue to leave at the end of the audio so the call can go to the after flow (the voicemail). An alternative is that you loop the audio. In this case, you need a queue leave with a special Trigger that fires when the call is lasting longer than 3 minutes.

And that's it. Your call flow should be completed now.

To get some more tips for integrating your flow in your help desk or CRM, check out the next section.



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