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An email arrives regarding an inquiry from your company’s latest social media post. You are currently tagging the body of the email to a flow variable “Body” via the Get Email Data node. Using the Search Keywords node you search the assigned “Body” flow variable for specific words, in this case “Twitter”. Based upon the keyword match you route the call to your customer service agents while also tagging that interaction with a skill of “Marketing” so to present the interaction to a properly skilled agent.
Get External Data by REST API
Media Type: All
Purpose: Retrieve data from an external CRM or business application.
Attributes:
- Rest API Data: Select the appropriate REST API Data method. Note: the method is configured in the Implementation: REST API.
Output Legs:
- Done – the values were stored to the specified Properties
- Fault – a fatal error occurred
Common Use Case:
The common use case for this node is to retrieve information about the customer that can be used to intelligently route the interaction, present updated information to the customer, offer relevant prompts, and deliver key customer information to the Agent.
Example
An incoming call is received and the caller's Origin DID is passed to the external system to identify the account associated with the caller. The caller's information is leveraged to determine the appropriate destination and related prompts. The caller's account information is passed to the Agent who immediately knows the caller's identity.
Get Queued Interaction Statistics
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You could then read back the Flow > Callback number to the caller and verify if they want to keep or change. If they would like to modify the callback number you can change the Flow > Callback number in a Prompt and Collect Data node.
Another option is to pull customer specific information through Interaction variables. As an example, the Customer Full Name and Routing Info variables will populate the Customer and Routing Info fields within the agent Client.
Set Demand
Media Type: All
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