Welcome to the second chapter of the babelforce tutorial. We are very happy to have you!
In this chapter, we will go through some basic call flows. If you haven't read our first chapter, yet, no problem! However, you should feel comfortable creating your own call and automation processes and you should know exactly what you want to implement with babelforce. You are not quite sure, yet? Maybe go back to the first chapter and go through our step-by-step guides.
Using babelforce for the first time might be a little overwhelming. It is the aim of this chapter to explain which of the many sections you will need to build a simple flow. We will be experimenting with a few examples and at the end, you will know all the basics to continue with some more experimental setups.
First of all, make sure you are registered with babelforce. If not, you can easily register here: https://services.babelforce.com/register. Our team will get in touch with you to discuss what you want to achieve and you can try everything for free for a full month.
When you are logged in for the first time, you won't find an empty account but you can already start working with some of the templates we provide. However, there are a few things you need to know before you can get started. Therefore, we recommend you to read this article:
Here we go through single section and give a short overview for each.
Central for implementing an inbound call flow are the following configuration sub-sections in the babelforce manager app:
- IVR call-flows: Numbers, Call Flows & Audios
- Routing & Queuing: Agents, Queues
- Scheduling: Business Hours & Calendar
For testing your set-up you will need to go to the section Reporting > Live Logs.
Also, you might want to change some general settings for your call flow. Find out everything about the possibilities babelforce offers in this article.
Some help with navigation
I want to set the time my hotline has opened
To achieve this, you will have to set your business hours. Go to: Scheduling > Business Hours
What's the difference between Business Hours and Calendar?
Good question! With Business Hours, you actually define the exact hours your team is working. For instance, Mo: 8 am to 10 pm, Tue: 9 am to 9 pm, etc.
The calendar has quite a different functionality than the business hours. Here you define single days with exceptional working hours (you can also close your service for a full day, very handy for scheduling your holidays). For instance, you go for breakfast with your team so your team won't be starting to take calls before noon. Instead of changing the Business Hours which will need to be switched back to the normal schedule later on, you can simply set one day in your calendar (Tuesday, Aug 7, 2018, open at 12 pm and close at 9 pm) and the adjusted hours will only apply once.
I want to see which numbers I have attached to my babelConnect account
You find all your numbers under IVR call flows > Numbers. However, your babelforce trial does not come with a number by default. You will need to get in touch with our Success team to have a number assigned. Just contact us via the little widget or write an email to firstname.lastname@example.org. You will need this section for other purposes later on - here you also connect a number to a call-flow.
Can I upload my own audio files?
Of course. Go to IVR call flows > Audios. You can upload as many files in format wav or mp3 (less than 3 Mb) as you want and use them in your call-flow.
Now where do I build my call-flow? I can't wait to get started!
That's the spirit! You an create and edit your call-flow under IVR call flow > Call flow. The next section will explain in detail what this application section does and how everything comes together.
Wait, what are triggers?
We are going ahead of ourselves :). Triggers are rules that can be used to implement conditions in your call-flow. For your most basic call-flow you won't need any of them except "always". We'll look into some triggers in this chapter - later on, when we go to the intermediate level, there will be many more exciting triggers introduced.