Building a call flow
Last updated August 18, 2024
Creating Workflows in Phonely: A Step-by-Step Guide 📞✨
Welcome! In this tutorial, we'll walk you through creating complex workflows in Phonely's dashboard. These workflows can automate tasks such as filling out forms, asking questions, and transferring calls.
Getting Started 🚀
1. Access the Workflows Tab
- Navigate to the Agent page.
- Click on the Workflows tab.
- 🛑 Note: The Workflows tab is only available for professional, business, or enterprise plans. Ensure your plan is upgraded to one of these levels to access this feature.
2. Understanding Workflows
- Workflows operate like a call form flow structure.
- They use natural language to gather information and return it as structured data.
- 📧 For example, if you ask for an email address, Phonely will format it as such, making it available for webhooks or integrations like Zapier.
3. Setting Up a New Workflow
- You can create inbound or outbound workflows. For this tutorial, we will focus on inbound workflows.
- Click Start Flow to begin setting conditions for the workflow.
Configuring the Workflow ⚙️
1. Start Flow
- Set conditions under which the flow should execute.
- Phonely will have normal conversations with customers but will activate the workflow upon meeting the start flow condition.
2. Isolating Features
- You can isolate workflows to specific features, ensuring the AI agent focuses on the task at hand.
- If needed, enable access to the knowledge base or agent design page for the AI to use that information.
Schedule Availability 🗓️
- Define the days and times the workflow should be available.
- Outside of these hours, different workflows can be executed.
1. Linking Questions
- Add questions by clicking the plus button and selecting a question type.
- Example: "What is your full name?"
2. Recommended Answers
- Provide recommended answers if applicable.
- You can require a selection to proceed. For example, Phonely will not move forward unless the user answers the question.
3. Formatting Information
- Format responses as text, number, date, email, phone number, URL, etc.
- Use the repeat answer feature for critical information like email addresses or phone numbers.
4. Additional Instructions
- Add any additional instructions or rules for the AI agent regarding each question.
5. Call Outcome Tagging 🏷️
Set tags for call outcomes to track performance in the analytics section.
Advanced Workflow Features 🌟
1. Sending Messages 📲
- Configure the workflow to send SMS messages with content like links to forms.
- Example: Send a text message with an onboarding flow to new customers.
2. Transfer Workflow 🔄
- Transfer calls between different workflows.
- This can be useful for managing complex scenarios or handling multilingual calls.
Conclusion 🎉
Phonely offers a wide range of features for creating dynamic and effective workflows. Explore integrations with Google Calendar, SMS, and custom APIs to further enhance your setup.
Thank you for following this tutorial. We look forward to seeing the innovative workflows you create with Phonely!