The Inbound Digital Flow Template is designed to streamline how digital interactions—whether via Email, SMS, Facebook, Web Chat, or WhatsApp—are handled from the moment a customer sends a message. With this pre-built flow, every incoming digital message is immediately processed to identify the channel, determine intent through automated recognition, validate caller information when needed, and ultimately assign the interaction to an agent.
Detailed Flow Steps
1. Initial Step & Message Reception
Initial Step:
The flow begins by capturing the incoming digital message through the "incoming_message" component. Key contextual information such as the channel type and source phone numbers (for SMS and WhatsApp) is extracted to steer the interaction appropriately.
2. Intent Recognition
Navigator Digital:
Leveraging an AI-powered message recognition component, this step analyzes the content of the digital message to identify the customer’s intent. It looks for specific phrases related to support (e.g., “I need help with a problem”) or sales (e.g., “I need to understand better an invoice”) and maps this to a topic. If no match is found, the flow circles back to ensure proper routing is maintained. ()
3. Channel Identification
Channel Identification:
Using a conditional statement component, the flow determines the specific channel of the inbound interaction. Depending on the value of%{current_flow.channel_type}, the message is routed to the appropriate automated reply:Email: Routes to the Email Reply step.
SMS: Routes to the SMS Reply step.
Facebook: Routes to the Facebook Reply step.
Web Chat: Routes to the Web Chat Reply step.
WhatsApp: Routes to the WhatsApp Reply step.
A default "no-match" branch is in place for any unidentified channel types. ()
4. Automated Replies per Channel
Each channel delivers an immediate automated reply to acknowledge receipt of the message:
EMail Reply:
Sends a text message confirming the receipt of the customer’s email and promising a prompt response.SMS Reply:
Delivers a similar confirmation message via SMS and then moves the flow to validate the sender’s phone number.WhatsApp Reply:
The WhatsApp interaction triggers an automated message confirming receipt, followed by a phone validation step to ensure the authenticity of the sender.Facebook & Web Chat Reply:
Both channels return an automated confirmation message assuring the customer that their inquiry has been received. ()
5. Phone Validation
Identity SMS Phone Validation & Identity WhatsApp Phone Validation:
For SMS and WhatsApp interactions, the flow incorporates a phone validation step using a dedicated component. It verifies the sender’s phone number to safeguard against potential fraud. Regardless of whether the validation is successful or not, the flow proceeds to the next step to ensure a smooth customer experience. ()
6. Agent Assignment
Assign to Agent:
Once the automated replies and any necessary validations are completed, the interaction is routed to an available agent using a dedicated chat assignment component:Direct Assignment: The system attempts a direct chat assignment with a 300-second time limit.
Fallback Options: If no agent becomes available within the set time or if the assignment fails (via “no_match”, “time_limit_reached”, or “no_answer”), the interaction is automatically sent to an inbox for later follow-up.
This ensures that the customer’s digital inquiry is never lost, even during high-volume periods. ()
7. End Flow
End Flow:
Finally, once the chat has been successfully initiated with an agent or the digital interaction has been redirected to the inbox, the flow concludes with a termination step, closing the interaction loop gracefully.
Default Configurations and Behavior
Channel-Based Routing:
The flow is designed to dynamically route messages based on the detected channel, using a set of predefined conditions in the Channel Identification step.Automated Acknowledgement:
Each channel’s automated reply assures customers that their inquiry is in process, setting clear expectations for follow-up.Phone Validation:
For channels that include phone numbers (SMS and WhatsApp), built-in validation components help maintain security and integrity.Agent Assignment:
With a time limit of 300 seconds and a priority-based routing to the "customer_service" ring group, the flow efficiently handles high volumes while ensuring that fallback options (such as sending messages to an inbox) are in place if immediate chat initiation isn’t possible.Intent Analysis:
The Navigator Digital component uses AI-powered message recognition to extract the customer’s intent, which can be further utilized for customized routing and response strategies