Using the library

Every call conversation needs a callflow which defines what the steps in the communications flow are. You can create the callflows manually, or choose predefined callflows from the library. When selecting a callflow from the library a wizard will guide you through a few steps. After finalizing them the callflow will be created and, if you like, you can make some manual modifications. Currently the following callflows are available:

Recipe for call queue with queue position

This callflow informs callers about their current position in the queue while they wait. It retrieves the queue position, plays an audio prompt that matches the position, then plays music before repeating.‍

Recipe for simple Callflow

This call flow connects the caller directly to a queue and plays background music while they wait.

Recipe for creating IVR menu

This callflow shows how to build a simple IVR with three menu options using DTMF input.

Recipe for routing based on logged in agents

This callflow routes callers dynamically based on agent availability in different queues.

Recipe for Schedule routing

This callflow routes calls based on business hours and holidays using the Schedule action.

Recipe for redirecting to other queue

This flow demonstrates how to automatically redirect a call to another queue when the first queue times out.

Recipe for conditional routing based on caller phone number

This callflow demonstrates conditional routing of incoming calls based on provided country code.

Recipe for getting expected wait time of the queue

This callflow informs callers about their estimated wait time based on live data of selected Queue.

Recipe for storing customer feedback

This callflow demonstrates how to store customer feedback which later can be checked using the Agent Assist or API.

Recipe for playing a personal greeting based on CRM

This callflow shows how to create personal greeting based using Text to Speech action for recognized in CRM Replicator caller.

Recipe for continuing the conversation on WhatsApp

This callflow presents how to continue conversation on WhatsApp using created earlier WhatsApp template.

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