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Deflection Flow

This node transfers a conversation from the call to the chat channel, where the customer is provided a link to connect and interact via chat (either with an automated agent or with a human agent).

To configure this node, set up the following:

  1. Enter a Custom Name by which to identify the node later.

  2. Define the deflection flow that the callers will experience under the Deflection Setting. Select one of the following options:

    1. Trigger using user selection:
      1. Chat Automation to route the customer to a chat automation agent.
      2. Live Chat Agent to connect the customer to a human agent.

    2. Trigger using Automation Context
      General Settings

    3. In the General Settings (Chat Automation and Live Chat Agent) and Error Handling sections, administrators can choose the message to be played to the customer. Select one of the following options from under Choose your message type:

      1. Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.

        1. Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents, and select the language.
        2. Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
          Text-to-Speech

      2. Audio File: Type a new message to be played to the customer or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
        Audio File

      3. Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
        Link

    4. For Go to Node, select a node from the dropdown list. This node triggers once the call deflection occurs. For example, Automation.
      Go to Node

Note

This feature is only available when using Kore's Twilio account. It's not supported for SIP trunk setups.