What is a call workflow?
A call workflow allows you to automate your inbound calls. Freshdesk Contact Center comes with a variety of call workflows, each with unique call handling capabilities. You can assign each number in your account to a workflow and decide how you want to handle the call.
For example, you can create a “Billing Support Call Queue” and redirect the call queue to a team that can handle billing inquiries. When you assign this queue to number in your account, for example, +1 xxx-xxx-xxx, all calls made to +1 xxx-xxx-xxx will be sent to the “Billing Support Call Queue.”
If you have an e-commerce business, you can first redirect your customers to an IVR tree, and based on their response, route them to other call queues.
How do call workflows work?
Once you buy a number in Freshdesk Contact Center, you can assign a call workflow to that number. When a customer calls on that number, they will be routed based on the rules and fallback actions configured in the call workflow.
What are the fallback actions in call workflow?
Each call flow comes with a set of call handling rules/scenarios and corresponding fallback actions. Fallback actions let you decide how incoming calls should be handled in case of particular scenarios. For example:
How to handle the call if all my agents are busy or unavailable to take calls?
How to handle the call if a customer does not give any IVR keypress/voice response or if the response is invalid?
What to do if a customer waits too long in a wait queue?
What to do if a bot does not know the answer to a customer’s query
Types of call workflows
Each type of call workflow lets you route calls to a particular agent, team, or external number. Also, each call flow comes with a set of call handling rules that allow you to decide how to handle calls and set fallback actions.
|Call Workflow Type||Description||Reference|
Create a basic call flow and route calls to a particular team, agent, or external numbers.
|Setting up your Call Queues|
Create a call flow that will prompt the callers with IVR key press options. Based on the caller’s response, you can route the callers to another call queue or voicemail.
|Setting up your Interactive Voice Response (IVR) system|
Agent Extension Flow
Create a call flow to route the caller’s to an agent’s personal extension number directly.
|Configure Agent Extensions|
Create a call flow that allows customers to give their voice response to the IVR options set.
|Configuring and Managing Speech Enabled IVR|
Smart Answer Call Flow
Create a call flow that allows customers to talk to the Freshdesk Contact Center and get instant answers to their queries.
|Configure Smart Answer Call Flow|
Create a call flow that allows you to route callers based on dynamic real-time inputs from external systems (CRMs/Helpdesks) used by your business.
|Configuring Routing Automation Call Flow|