Conditional Flows

The Conditional Flows feature lets you customize experiences for common events like welcome, transfer, or an unknown Intent.

Here, you can configure the interaction flow based on the customer’s behavior in three scenarios:

1. Out of Hours Flow: When the customer tries to connect to an agent outside of working hours.
2. No Agents Available Flow: When agents with specific skills, required by the customer, are unavailable.
3. In Queue Flow: When a customer is waiting in the queue for an agent transfer. Learn more.

Contact Center AI provides default Call and Chat flows for “Out of Hours” and “No Agents Available” scenarios. However, you can change the default flow and the message to the customer based on the current conversation channel.

You can configure Conditional Flows by going to Contact Center AI > Flows & Routing > Conditional Flows.

Voice Flows

The following sections describe the configuration of conditional flows for a voice interaction.

Out Of Operational Hours Flow

This flow plays a voice message to the caller who tries to reach an agent outside of operational, working, or non-business hours. Out-of-operational hours are considered outside of your configured Hours of Operation.

Click Default Out of Operational Hours Voice Flow to configure the Out of Hours flow. You will be redirected to the flow builder.

In the General Settings of the End Flow node, a text area displays the default message a customer hears when attempting to reach an agent outside of operational hours. You can edit this message, change language, or add another message by clicking + Add Another.

No Agents Available Flow

You can set the message played to the customer if the available online agents don’t have the required skills.

Click No Agents Available Voice Flow to configure the Out of Hours flow. You will be redirected to the flow builder.

In the General Settings of the End Flow node, a text area displays the default message a customer hears when no agents are available. You can edit this message, change language, or add another message by clicking + Add Another.

Chat Flows

The following sections describe the configuration of conditional flows for a chat interaction.

Out Of Operational Hours Flow

This flow sets the auto-response message during non-business hours for automated and live chats. Out-of-operational hours are considered outside of your configured Hours of Operation. To configure this feature, follow these steps:

Messaging

In the General Settings tab, "MessagingAT" is selected from the dropdown menu under Your Message to User". A message field displays the default auto-response message to customers attempting to reach agents during out-of-operational hours. You can edit this message, change language, or add another message by clicking + Add Another.

Select the In Queue Flow to add the customer to the waiting queue of an agent.

Live Chat

In the General Settings tab, "endingLiveChatAndOther" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers attempting live chat with agents during out-of-operational hours. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

No Agents Available Flow

You can set the message played to the customer if the available online agents don’t have the required skills.

Click No Agents Available Chat Flow to configure the Out of Hours flow. You will be redirected to the flow builder. To configure this feature, follow these steps:

Messaging

In the General Settings tab, "messagingEnd" is selected from the dropdown menu under "Your Message to User". A Message field displays the default auto-response message to customers when no agents are available. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

Live Chat

In the General Settings tab, "LiveChatEnd" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers when no agents are available. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

On Error

In the General Settings tab, "error" is selected from the dropdown menu under "Your Message to User". A message field displays the default auto-response message to customers in case of any error. The chat will end after the message is displayed. You can edit this message, change language, or add another message by clicking + Add Another.

In Queue Transfer Flow

The In Queue Transfer Flow is a pre-defined routing scenario triggered when an interaction enters a queue before an agent transfer. This ensures an interaction is routed to the queue where agents have the required skills.

Steps to create an In Queue Transfer Flow:

1. Click New.
2. Enter the Conditional Flow Name and Description in the New Outbound Flow window.
3. Select In Queue Transfer Flow from the Flow Type dropdown menu.
4. Select the Channel (Voice/Chat) and click Create & Continue to Flow Design.
   
5. In the Waiting Experience tab, select a flow from the In Queue Flow dropdown menu.

Note

You can create your own Conditional Flows for No Agents Available and Out of Hours by following steps 1-4.

Update Conditional Flows

To update a conditional flow, click the (⋮) icon and then click Update.

Delete Conditional Flows

To update a conditional flow, click the (⋮) icon and then click Delete.

A pop-up message is displayed, click Delete. The flow is deleted.

Note

• You cannot restore a deleted conditional flow. Please proceed with caution.
• Default flows cannot be deleted.