The simplest way to get call recordings tagged and into your Helpdesk is by using Global Automations. 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 need to make sure that voicemails are being tagged in your voicemail recording module. Navigate to IVR call-flows > Call flows and use the search to find your voicemail recording module. 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 found the correct module, open it and go to the tab "settings". 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 Automations is that the way in which call flow modules are configured does not effect whether they happen or not.
In the 'Tags' field enter the tag you would like to use for your voice recordings, e.g. "vmail":
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 "vmail" tag. Go to the section Triggers and click on "Add" to create a new one.
Name this Trigger "Caller left voicemail" and select the logic type 'Match all conditions'. Add a condition with the Expression 'Recording: tags' and the Operator 'contains'. In the 'Expectation' field enter "vmail". It should look like this:
This Trigger will test whether the "vmail" tag you created in step 1 has been given to a recording associated with the call. Make sure to 'Save' the Trigger.
- We have configured the voicemail tagging and the respective Trigger. Now we require an Automation which will use the Trigger to carry out an Action which will interact with a third-party platform. In this example we would like to store the recording in a Zendesk ticket, displaying it for the agent and adding a "voicemail" tag to the ticket.
First, navigate to Integrated processes > Global automations and click 'Add' to create a new Global Automation. Make sure to prioritize it lower than the Automation to create that ticket.
Choose the Event 'Voice recording finished' and the Action 'Update ticket'. Then choose the Trigger we created in step 2 ("Caller left voicemail"). In the section that appears at the bottom choose the integration you would like to use. If correctly set up, the Automation should now look something like this:
Next, add the placeholder for the voicemail URL to the Description field and enter a subject. Finally, add the tag "voicerecording":
That's it! Your Automation 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 carry out an Automation action, in our case updating a Zendesk ticket.