In secure flows, the Return to Agent action is a terminating action that ends the flow. This action should only be used in secure call flows initiated by an agent, not in a Transfer to Secure Flow action. Depending on the flow design, adding this action at the end of the secure flow can:

  • Reconnect with an agent or automated resource.
  • Disconnect the call if the flow instance is the only other participant other than the current call.

  • The Return to Agent action does not transfer the call to a new agent or destination.
  • If an agent sends a caller to a secure flow and then disconnects the interaction before the caller returns to the agent, the caller also disconnects.

When the secure flow ends, the system sends stored variable values to the agent, such as a confirmation number in the agent’s script.

The Return to Agent action can be used in menu choices and task sequences. When you use an action in a menu choice, Architect provides additional settings such as DTMF and speech recognition. 

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the call flow structure.