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Use this node to transfer a conversation from a voice call to a chat channel, where the customer can interact via automated or live chat. !!! Note This feature is only available when using a Twilio account. It is not supported for SIP trunk setups.

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Configure the Node

  1. Custom Name: Enter a name to identify the node.
  2. Deflection Setting: Define the deflection flow. Select one of the following trigger options:
    • Trigger using user selection: Let the customer choose between:
      • Chat Automation — routes to an automated chat agent.
      • Live Chat Agent — connects to a human agent.
    • Trigger using Automation Context Deflection Flow
  3. Your Message to User: In the General Settings (Chat Automation and Live Chat Agent) and Error Handling sections, select a message type under Choose your message type:
    • Text to Speech: Type or select a message to convert to speech. Click + Create New to add a prompt and select the language, or + Add Another to define multiple messages (one is randomly selected at runtime). Text to Speech
    • Audio File: Type a message or click + Upload New to upload an .mp3 or .wav file. Audio File
    • Link: Click + Create New to add message text and an audio file URL (.mp3 or .wav). Click + Add Another for additional URLs. Link
  4. Go to Node: Select the node to trigger after call deflection occurs. For example, Automation. Go to Node