In this article, you will find multiple use cases of Revenue.io Call Flows and the flexibility of the platform to solve complicated and bespoke routing solutions.
Automatically Create a Case on an Inbound Call
When inbound calls are made to support, reps often have to redundantly open cases based on the need of the caller once connected.
Admins can build steps into ringDNA call flows to automatically create salesforce cases based on the needs of an inbound caller and relate the contact back to the case.
- Create a new Apex Class for the Callout step and reference the Callout code at the end of this document
- Create/Edit a Call Flow and reference the name of the Apex Callout and variables
Shift Based Routing
If you divide your working day into various shifts, calls can be routed to specific shift members at their appropriate shifts. Route calls that come in at different times and different days of the week to the respective queue of reps.
Using the “Time” step of call flows, you’re able to nest them to create a shift schedule. Then, simply adjust the appropriate queue that should be receiving calls during those different shifts.
- Drag and drop a “Time” step that will encompass your business hours. Under the “open” placeholder, nest another “Time” step and set to the time of the first shift.
- Under the “no answer” placeholder, input another “Time” step and set the time of the second shift.
- Repeat until you’ve covered all shifts
- Under the “no answer” of the original “time” step, enter the non-business hours flow.
Routing Calls based on Salesforce Field Data
When inbound calls are made to support, customer’s either have to respond to menu prompts to route their call correctly, and/or rep’s have to refer to the customer’s record to make sure the call was sent to the correct party.
The Callout Step allows you to programmatically route the call based on a field value returned.
This example call flow takes the Caller ID and looks for a matching record in Salesforce. The Callout step is looking at the “Account Status” field, via apex, and routing the call to a branch based on the value returned. Three options are used in this scenario, Customer, Trial, and Any (which will route for any value not defined previously).
The actual routing upon evaluation, in this example, has been collapsed for visibility.
Note: This does typically require apex.
Area Code-Based Routing
Using the Branch call flow step will decide who’s territory the call should be routed to based on Area Code.
In this example, we can route the call based on the incoming area code to the right person/queue. In this example, the calls will be routed to the CA or FL team based on the incoming area code.
Extension Based Routing
Set up extensions for each rep so that inbound callers can dial their extensions instead of having to navigate through an IVR. Enhance the callers’ inbound experience by reducing their wait times by dialing or prompting via voice, the reps’ extension.
Using the “Prompt” step, you can assign an extension to either a rep or a queue. A maximum of up to 20 digits can be used for extensions.
- Drag the “Prompt” step to the call flow
- Under the first placeholder, drag the “Dial” step, define the extension and select the user/queue that should receive calls when that extension is entered.
- In the following placeholder, repeat until all extensions are assigned.