Phone Agent Module

The Phone Agent module connects the end user to the customer support or agent via a phone call. This module is used for scenarios where you want the end user to be able to be connected to a live agent or customer support representative by phone. 

The module first notifies the end user by SMS that they will be receiving a call shortly. The agent or customer support representative will receive a call from a voice assistant that a customer has requested their help and the call will be immediately connected. 

Both the SMS notification that the end user receives as well as the message that is spoken to the agent by the voice assistant at the start and end of the call are fully customizable within the module as mentioned below. 

You can use tags, datatable properties, or system variables in any of the fields of this module. The voice will read the value that is assigned to each variable.

To configure the Phone Call module, follow the steps below:

1. From the Modules list, drag-drop the Phone Agent Module into the Inspector Panel and double-click to open the configuration window.

   

2. Step: Edit to modify the name and the description for the module name.

3. Message to End User: Customized message the end user will receive by SMS to let them know they will be receiving a call. 

4. Agent phone number: The phone number of the Agent to whom the call will be diverted. To specify a number with an extension use the comma ”,” after the number, and then specify the extension. For example - +1555551212,1

5. Voice greeting to agent: Initiates the call to the enterprise representative then will voice the message as written here. You can modify the default message to suit your organization’s needs.

6. Voice farewell to agent: After the end user ends the call, this message is sent to the representative. You can modify the default message to suit your organization’s needs.