AI Call Flow Tips and Tricks

AI Call Flow Tips and Tricks

If you're new to Call Flows, just start playing around with the AI generator and seeing the outcome might be a good way to understand how call flows are made. Making changes to your prompts and seeing the outcomes is a good way to get introduced to call flows.

Tips

  1. Start with Clear Goals: Begin your prompt by clearly stating the purpose of the call flow. For example.. "When a call comes in, check the site settings then..."

  2. Understand Ring vs. AutoQ:

    • Ring: This node rings one or more devices simultaneously. It stops when the call is answered, denied, or times out. It is ideal for direct and immediate ringing of devices.
    • AutoQ: This node puts calls into a queue and rings devices only when they become available. It is designed to handle situations where callers need to wait for the next available representative. AutoQ can include a timeout to manage maximum wait times.

  3. Define the Flow Order: If you want an action to happen before the phone rings (e.g., playing a message or notifying a system), make sure that action is stated before the Ring node. For AutoQ, actions should only occur after the caller is connected, ensuring that the queue process completes before triggering the action. If you want the call flow to "Say" something (using a Generated voice), mention that in the flow first before the action.

    1. Voicemails: Do not use: "Take a voicemail and say we're closed" - Instead: "Say we're closed, then take a Voicemail"

  4. Sequence Matters: Ensure that the flow follows a logical order:

    • For Ring, any preceding actions should complete before the devices start ringing.
    • For AutoQ, actions like notifications or system integrations should only occur after the queue connects the caller to a representative.

  5. Use Descriptive Sounds: When using a sound in your flow, ensure it has an appropriate name and description. This helps the AI select the most suitable option, such as hold music, announcements, or error messages. For example, a sound titled "Busy" with the description "Sorry, it's busy at the moment" will help the AI if you ask it to "Play the busy message when we're closed". 

  6. Provide Specific Details: Include key parameters such as timeouts, sound durations, or conditions. For example, specify how long a caller should wait in the queue or the message to play during the process. Eg: "If the caller Queue is held for more than 10 minutes, play 'we're closed' sound.


Examples

  • Basic Call Flow with Hold Music and Voicemail
    "Create a call flow where incoming calls are placed into an AutoQ with a maximum wait time of 10 minutes. Play hold music during the wait, and if no one answers, say "The call couldn't be answered" and then send to voicemail"

  • Call Flow with IVR and Time-based Routing
    "Design a call flow that plays a welcome message and asks the caller to select an option: press 1 for sales, 2 for support, and 3 for billing. If the call comes in outside business hours (9 AM to 5 PM, Monday to Friday), play a 'closed' message and send the caller to voicemail."

  • Queue with Notification and Escalation
    "Create a queue for customer service calls. If the caller has been waiting for 5 minutes, play a message apologizing for the delay and informing them they are still in line. If the wait exceeds 10 minutes, transfer the call to an external number."

  • Priority Routing with Pre-Call Action
    "Build a call flow where VIP customers are identified using their caller ID and routed directly to a priority queue. Notify the POS system before connecting the call to let them know a VIP customer is calling. If no agents are available, redirect the call to a manager's device."

  • Multi-Step Flow with AutoQ and Follow-Up Actions
    "Set up a flow where callers are placed in a queue for 15 minutes. If connected, send a notification to the POS system with the customer's name and phone number. If the timeout is reached, play a message stating that no agents are available and give the caller the option to leave a voicemail."

  • Dynamic Messaging Based on Call Status
    "Design a call flow where the system first plays a greeting. If the call is answered, notify the POS with the customer's order details. If the call is busy, play a 'busy' message. If the call goes unanswered, provide the option to leave a voicemail."




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