Flows can be extremely powerful, handling calls and messages as they arrive and directing them to the correct place without having to get an agent involved. Understanding the range of applets and what they can do for you can be confusing.
You can read more about what each of the applets do in their descriptions, but this document is here to help understand how they work in combination.
The examples presented here are not ideal recommendations for how you should use flows. Instead, use them as inspiration for the ways you can combine different applets to get the flow handling you need.
Example 1: Combining menus, queues, and callbacks
In this example, the caller makes a call.
- We use the Timing applet to see if the call arrived between certain times, for example during opening hours. If not, we use Greeting to say so, then Hangup.
- Otherwise, we play a Greeting and give the caller a Menu with three options.
- In the first menu option, we add the call to a Queue. If for some reason that fails, we give a Greeting, then Hangup.
- In the second menu option, the caller can request a Callback. After doing so, we play a Greeting, then Hangup.
- In the third option, the caller chooses to speak to a manager (or other specific agent). Using the Agent fail-over applet, we check to see if that agent is available.
- If they are, we send the call to that Agent. If the agent does not answer, we play a Greeting and put the call back to the Queue. If that fails, we play a Greeting, and then Hangup.
- If the agent was not available, we play a Greeting offer a Callback. We thank the caller with a Greeting and then Hangup.
Example 2: Using priority queues and personalised service
In this example, the caller makes a call:
- We use the Timing applet to see if the call arrived between certain times, for example during opening hours. If not, we use Greeting to say so, then Hangup.
- Otherwise, we give the caller a Greeting and check their number against our Prioritization.
- If the caller’s number is not in our priority customers list, we route the caller to the normal Queue. If this fails, we give a Greeting and Hangup.
- If this caller’s number is on our priority customers list, we use Reply Routing to see if an agent called that number within the last 30 days. If so, we try to connect the caller to the Agent who last called them.
- If no agent called this number in the last 30 days, or if the agent who did is not available, we place the call on a Queue for priority customers. If this fails, we give a Greeting and Hangup.