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  • 1.  Post flow action not always initiated

    Posted 7 days ago

    I have a flow that specifies a Post Flow action that should execute immediately after the main flow ends. During testing I found that the main flow will end once the call disconnects which is the behavior I expect. However, we found many of the calls we forward to our partner call center do not execute this post flow action after disconnect. Our reports show it's only triggered about 20% of the time. What would be the reason for this inconsistency? 

    Slice of the flow

    #ArchitectureandDesign

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    Brennan Bugbee
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  • 2.  RE: Post flow action not always initiated

    Posted 7 days ago

    Do you have Perform release link transfer turned ON in the Transfer to Number action? you might also want to check settings in the external trunk. The post flow should get triggered if the trunk was not released after transfer to a number. 



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    Rohit Chendke
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  • 3.  RE: Post flow action not always initiated

    Posted 7 days ago

    Thank you for the suggestion, I will look into these settings.



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    Brennan Bugbee
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  • 4.  RE: Post flow action not always initiated

    Posted 7 days ago

    We discovered that when the receiver hangs up, the post flow is triggered. But when the caller hangs up, the post flow is not triggered.



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    Brennan Bugbee
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  • 5.  RE: Post flow action not always initiated

    Posted 6 days ago

    You'd need to build some custom logic or a post call trigger to send a digital survey when the customer hangs up. You could also use the trigger to update a campaign that always running to call the customer back immediately to invite them back to a survey.



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    Steve Alix
    EDCi
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