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Creating a Workflow

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[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]

When you create a workflow, you define the caller’s experience from the time the Response Group service answers the phone to the time that an agent responds. A workflow can include a welcome message, music on hold, and call routing instructions. A workflow can also include questions that can help route the call and provide the agent with information to more quickly respond to the caller’s needs. You can also configure business hours and limit queue size, and specify how a call is handled if the queue is full.

You create a workflow from one of the following templates:

  • Basic hunt group: Routes callers to the specified queue without asking any questions.
  • Enhanced hunt group: Routes callers to the specified queue without asking any questions. Includes a welcome message and music on hold settings, as well as controlling business hours when calls will be accepted, and a message to play outside of business hours.
  • One-level interactive: Routes callers to the specified queue after asking a question that you specify. The caller can respond by using the phone keypad or by using interactive voice response. Includes a welcome message and music on hold settings, as well as controlling business hours when calls will be accepted, and a message to play outside of business hours.
  • Two-level interactive: This template has all the features of the One-Level Interactive template, but you can ask two questions. Depending on the response to the first question, you can route the call to a queue or ask a second question.

Note

The queues and Contact objects must be created before you create the workflows.

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