Deflection Flow Node

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.

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

     

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).

     

   • Audio File: Type a message or click + Upload New to upload an .mp3 or .wav file.

     

   • Link: Click + Create New to add message text and an audio file URL (.mp3 or .wav). Click + Add Another for additional URLs.

     

4. Go to Node: Select the node to trigger after call deflection occurs. For example, Automation.