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This article introduces the concept of using dates in call flows for automatic call routing during holidays and important events.
In this article, we’ll cover:
What does using dates mean in call flows?
Using dates in VXT call flows allows you to automatically route calls based on specific dates, such as holidays or important events. This feature is particularly useful if you want to manage call flows more effectively during times when staff may not be available. By configuring date groups within your call flows, you can ensure that calls are directed appropriately, enhancing customer experience and operational efficiency.
Steps to use dates in call flows
- Go to admin
- Navigate to the Admin section located in the bottom left corner.
- Navigate to the Admin section located in the bottom left corner.
- Access call flow builder
- In the Admin tab, select Call Flow Builder.
- In the Admin tab, select Call Flow Builder.
- Create a new call flow
- Click on the ‘+ New Call Flow’ button in the top right corner.
- Click on the ‘+ New Call Flow’ button in the top right corner.
- Set up incoming call
- Click on the plus icon under Incoming Call and then select Dates. This action allows you to decide which path to follow based on the current date.
- Click on the plus icon under Incoming Call and then select Dates. This action allows you to decide which path to follow based on the current date.
- Configure date groups
- Click Configure to set up date groups. If a caller reaches this action on a date that falls within one of your configured date groups, the corresponding path will run. If not, the "No match" path will be executed.
- You can add multiple date groups based on your needs. For instance, if you have monthly meetings, you can reroute calls during those times.
- Click Configure to set up date groups. If a caller reaches this action on a date that falls within one of your configured date groups, the corresponding path will run. If not, the "No match" path will be executed.
- Add a date group
- After selecting Dates, click the Add Date Group button. Give your date group a name, such as “Public Holidays.”
- After selecting Dates, click the Add Date Group button. Give your date group a name, such as “Public Holidays.”
- Set dates and time zone
- After naming your date group, set the specific dates you want to include and select the appropriate time zone.
- After naming your date group, set the specific dates you want to include and select the appropriate time zone.
- Define call flow actions
- After configuring your dates, specify what actions should occur if a call matches those dates. For example, you can choose to send calls to voicemail during these periods. If a call does not match the specified dates, you can set it to follow your usual call flow.
- After configuring your dates, specify what actions should occur if a call matches those dates. For example, you can choose to send calls to voicemail during these periods. If a call does not match the specified dates, you can set it to follow your usual call flow.
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Finalize your call flow
- After completing your call flow, you can name it and assign it to yourself or other members of your organization
Key considerations
- Flexibility: You can create multiple date groups for various occasions or events, providing flexibility in managing your call flows.
- Efficiency: Using date-based routing helps ensure that callers receive appropriate responses, enhancing overall customer service during times of absence.
By utilizing the date features in VXT, you can streamline your call management and ensure that your business runs smoothly, even during important dates.