When new conversations are coming into Dixa on any channel, they are triggering a Conversational flow (routing sequence) with various options based on the specific channel in context. The goal of Conversational flows is to make it possible to design the most optimal routing sequence, eventually ending up assigning the incoming conversation to the right agent.
Designing Conversational flows
Conversational flows can be created and updated when configuring the specific channels:
- Create/update Conversational flows for Telephony
- Create/update Conversational flows for Email
- Create/update Conversational flows for Chat
Integrations with external systems
When designing Conversational flows, it is possible to integrate external customer data into the scope, making the routing even more personalized.
For more info about integrating external customer data, please view Routing with external data.