Pratyusha_Deekshit | 2023-03-14 05:02:34 UTC | #1
We have a use case where we need to store the caller's menu choice, to take decisions later based on the choice in Architect flow. (For example: If the caller chooses "withdraw" or "deposit" he will be redirected to provide his account number and if he chooses "other" he will be redirected to a different path. While transferring the call to agent, skill should be dynamically assigned based on the caller's choice i.e deposit/withdraw.) Is there any way to achieve this other than using collect input block & switch block?
Zino_Onokpise | 2023-03-15 17:36:46 UTC | #2
Hi Pratyusha_Deekshit,
You could use a bot flow to determine customer choice. You could train a bot based on keywords like "withdraw" and "deposit" (slots) and redirect accordingly. Transfer to acd action would be used to transfer to a queueing system.
anon17616751 | 2023-03-15 18:11:14 UTC | #3
To store a callers menu choice you will need a starting main menu. From the main menu there is ability to assign a task (reusable task) a dtmf number. Steps to produce this: Add a "jump to reusable task" to the main menu. From the reusable task options, you can assign a dtmf number and a string phrase like ("withdraw", "deposit", or "other").
system | 2023-04-15 18:11:31 UTC | #4
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