This article will provide an insight into Telephony in Gnatta and the features that are available.
Channel Overview
When you add your Telephony account (see adding channels here) the key stream that is added is your Voice Call Received (Inbound Calls). Once the account has been added the triggers for new calls will be available in Workflow.
💡 There is also a trigger for when a call is ended (Voice Call Ended) this can be used to determine what to do with missed or abandoned calls. For example, you can move them into a ‘Call Back’ Queue so these can picked up and customers contacted back with the Received trigger.
By using combinations of the Voice Input nodes, Audio Out nodes, and decisions you can create complex and simple IVR flows and processes.
Telephony is different to any other channel in Gnatta, in that it doesn’t contain inbound and outbound messages. There are notifications displayed for the call being received, answered, recording, disconnections, and ending. Replacing the reply box is the Call Controls, keeping the experience of how to control conversations consistent with other channels.
Voice Features
- Inbound Calling
- Outbound Calls
- Caller Id Masking
- Call Recording
- IVR Support & Routing
- Custom Voice Messages
- Custom Hold Music
- Out of hours routing and messaging
- Creat conversation (calling carriers or customers on any channel interaction)
- Hold and Mute controls
- Agent Transfer
- SMS CSAT
File Limits
Attachments aren’t supported in Telephony/Voice Calls.
🗝️ If you’d like to activate Telephony for your customer service team, talk to your Account Manager or get in touch today.