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  3. Inbound

Inbound

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  • Connecting a phone number to a call queue
  • Creating an inbound call queue
  • Creating an inbound Omni queue (email, SMS, chat)
  • Using queue groups
  • Handling messages from contact forms
  • Viewing and managing inbound routes
  • Creating inbound routes for calls
  • Directing inbound calls to an agent without a queue
  • Creating inbound routes for email
  • Creating inbound routes for webchat
  • Creating inbound flows
  • Applet descriptions for call flows
  • Applet descriptions for message flows
  • Examples of flows
  • Sending customers back to Chatbot
  • Defining a call queue's opening hours
  • Managing public holidays
  • Setting up a voicemail for an agent
  • Skills and Agent skills
  • Uploading announcements
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