Set up Virtual Line call flow: Gather input and configure extensions
To set up the call flow, follow the steps below.
Go to Virtual Line > Choose a number > Edit > Set up and Deploy
Gather input: add a greeting message to gather input of callers (e.g. press 1 for sales, press 2 for support,...)
- Select Gather Input
- Set up the message
- Type your message (TTS - Text to Speech) or upload an mp3 file
- The message is currently limited to 450 characters. You can add more messages in different languages.
- Choose language
- Choose pitch: the degree of highness or lowness of a tone; from 0 (lowest) to 9 (highest)
- Choose rate: the speed; from 0 (slowest) to 9 (fastest)
- Choose Gender of the voice
- Choose how many times the message is played
- Limit the time for the caller to input
- Configure next blocks
- Select a gather type
- Equal to
- Any digit
- No digit
- Upload digits
- Matches regex
- Select a block type and configure it: Choose one among the commands listed to set up the extension after the callers press the key.
- Gather input: add another layer of extensions
- Transfer call
- Record missed calls and notify
- Play message only
- Forward to (below)
- Set condition
- Confirm
- Webhook
** Forward to another block
- Choose a block to forward the call to
- Choose the number of the loop: how many times that the call is forwarded
- Set up the message
Advanced settings: use those fields if you need to integrate the input to your system. Contact technical support for more detail.
Commands in Virtual Line
- Transfer call: forward calls to one or more phone numbers directly
- Record missed calls and notify: set missed call notification and allow callers to leave voicemail
- Play message only: leave one message only to the callers
- Set condition: set some specific rules to forward the calls
- Confirm: allow your customer to press 1 confirm their action or press any digit to come back the previous step
- Webhook: deliver Virtual Line data to other applications as it happens, meaning you get data immediately.
