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Configure a Warm Transfer to an IVR Flow

Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To configure a warm transfer to a flow:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.

In this use case, the Omni-Channel flow plays a sequence of IVR voice prompts to a customer during a warm transfer, disclosing required information, capturing acknowledgment, and confirming before reconnecting the caller with the rep.

  1. In the Quick Find box under Setup, enter Flows, and then select Flows under Process Automation.
  2. Click New Flow.
  3. Select Omni-Channel Flow.
  4. Click Next.
  5. Add a Play Prompt element to play the required legal or compliance disclosure to the caller before proceeding. Configure these settings:
    1. Label / API Name: Enter a name for the element.
    2. Record ID: {!recordId}
    3. Prompt Type: Select Message.
    4. Language / Voice Profile: Select a language and voice profile.
    5. Message: Enter the disclosure text, for example, loan APR, term, and repayment terms.
  6. Add a Play Prompt element to ask the caller to acknowledge that they heard and understood the disclosure, and offer a way to reach the rep directly. Configure these settings:
    1. Label / API Name: Enter a name for the element.
    2. Record ID: {!recordId}
    3. Message: Enter the custom message to be played to the caller.
    4. Digit Response Timeout: Enter how long to wait for a keypad input from the caller.
    5. User Response: Select Required.
    6. Response Retry: Turn on Customize retry message and enter the message played when the caller doesn't respond correctly.
  7. Add a Play Prompt element to play a closing confirmation message before the flow proceeds and transfers the call back to the rep. Configure these settings:
    1. Label / API Name: Enter a name for the element.
    2. Record ID: {!recordId}
    3. Message: Enter the message to be played to the caller.
    4. User Response Settings: Select Not Required.
  8. Save your changes.