Types of flows
Connect has nine different types of contact flows. They each serve a specific purpose, and we will cover those in depth in the next few sections.
The nine contact flow types are as follows:
- Inbound contact flow
- Customer queue flow
- Customer hold flow
- Customer whisper flow
- Outbound whisper flow
- Agent hold flow
- Agent whisper flow
- Transfer to agent flow
- Transfer to queue flow
The important thing to remember is that of these nine different types, most of your work will be performed using the inbound contact flow. The others will be used in your call center, but you won't have to do as much work with them as you will with the inbound contact flow type.
Inbound contact flow
This is the default kind of flow in Connect when you click the button to create a contact flow. Inside of the inbound flow, you will put your AI bots, Interactive Voice Response (IVR), interfaces, and other advanced features such as callbacks...
