Deflection Flow

This node transfers a conversation from the call to the chat channel, where the customer is provided a link to connect and interact via chat (either with an automated assistant or with a human agent).

To configure this node, set up the following:

1. Enter a Custom Name by which to identify the node later.

2. Define the deflection flow that the callers will experience under the Deflection Setting. Select one of the following options:

   1. Trigger using user selection:
      1. Chat Automation to route the customer to a chat automation assistant.
      2. Live Chat Agent to connect the customer to a human agent.

   2. Trigger using Automation Context
      

   3. In the General Settings (Chat Automation and Live Chat Agent**)** and Error Handling sections, administrators can choose the message to be played to the customer. Select one of the following options from under Choose your message type:

      1. Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.

         1. Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents, and select the language.
         2. Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
            

      2. Audio File: Type a new message to be played to the customer or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
         

      3. Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
         

   4. For Go to Node, select a node from the dropdown list. This node triggers once the call deflection occurs. For example, Automation.