Self-Service Hotline

These two flows are perfect for enabling customer self-service. They are based on flows for a pharmaceutical company that needed to provide medication information to callers. In this flow, callers are presented with a list of medications to choose from. The Jump To & Jump From actions are utilized here, so please note that there are two flows to configure.

Flow #1

Actions

Inbound Call – The Inbound Call trigger prepares a flow for a call.

Jump From – Jump From receives a caller from a connected flow configured with a Jump To action.

DTMF – Provide options for the caller to identify the prescription information they want to hear and collect input from the phone keypad. For example: “To Listen to the Prescribing Information for: Medication A press 1. Medication B press 2. Medication C, press 3” and so on.

Menu Tree – Based on the input from the DTMF action, Menu Tree will route callers to either a Play Audio action with information about their medication, or to a Jump To action that will lead the caller to a second flow (see below).

Play Audio – Play an audio file or use text-to-speech to communicate to your caller.

Jump To – This will send the caller to a separate flow that has a more specific journey based on their medication.

Flow #2

Actions

Jump From – Jump From receives a caller from a connected flow configured with a Jump To action.

Inbound Call – The Inbound Call trigger prepares a flow for a call.

DTMF – Provide options for the caller to for what they might be calling about, like dosage and administration, warnings and precautions, drug interactions, or other common questions your customers commonly call about.

Switch – Based on the options you provided through DTMF, configure Switch to direct callers to the information specific to their input.

Play Audio – Play an audio file or use text-to-speech to give your caller the information requested.

Hang Up – End the call.