Reduce service rep workload for low-complexity issues, reduce customer wait times and transfer rates, and improve first-call resolution with Interactive Voice Response (IVR). Your customers can use self-service options for simple tasks while also making sure that they’re intelligently routed to the correct service rep or department.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To edit flows, you need the Manage Flows permission set. To add IVR to your flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: To add IVR, add the Play Prompt and End Call invocable action to your Omni-Channel flow.