Inbound voice flows
Track inbound voice flows for planning and troubleshooting.
This guide contains detailed flow charts for the inbound voice experience.
How to use the voice flow guides
Each of these voice-flow guides (inbound, outbound, and agent-side) is separated into segments used in specific scenarios. The diagrams in these guides often end by connecting to other diagrams, based on the paths taken in the current context. To find the next relevant diagram, use the right navigation menu to locate the name indicated by the final node of the current diagram. If you do not see the next diagram in this guide, it can be found in one of the other two guides:
Inbound <--- You are here
Treatment start
This segment is used when callers first arrive in Mindful, before any offers are made.
Registration menu (treatment options)
The registration menu offers various options to callers, based on Call Target configuration.
Request callback
This segment is used to offer a callback to the caller.
Enter callback number
This segment is used to collect a customer's callback phone number.
End of Day
This segment is used near the end of business hours, either to inform callers that callback options are not available or to offer end-of-day options.
After hours
After-hours options can include next-day callbacks or scheduling.
Estimated callback time (ECBT)
This segment is used when quoting the ECBT to callers.
End of call
This segment is used to inform callers of various scenarios in which the call must be disconnected without speaking to an agent.
Messaging
This segment presents messaging options to callers.
Messaging number
This segment is used to collect a messaging number from callers, or to revert to non-messaging options.
Collect metadata
This segment is used to collect metadata items (name, reason for calling, etc.) from callers.
Scheduling
This segment facilitates callback scheduling with various options.
Voice scheduling
This segment walks customers through the scheduling process via voice.
