Set default event handling behavior

In-queue message and in-queue email flows: Feature coming soon

Event handling determines how Architect behaves when an error occurs, such as an invalid entry made by the interaction.

Under Settings, select Event Handling to configure the default flow behavior that occurs if Architect encounters an error within the flow. For call flows and in-queue call flows, specify or create the audio prompt to play to a caller. For call, email, message, chat, and all in-queue flows, determine how to handle the flow behavior. 

Name Description and use

Pre-handling audio

Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow. 

Handling

Select the action you want Architect to take when an error occurs. Choose from the following actions:

  • Disconnect the call
  • Transfer the call to a queue
  • Jump to a menu
  • Jump to a reusable task

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

Menu

Select which default menu the call flow reverts to when an error occurs.

Name Description and use

Handling

Select the action you want Architect to take when an error occurs. You can select the following actions:

  • Disconnect the flow
  • Transfer the email, message, or chat to a queue

Note: Depending on the handling action you select, you can select which queue in which to transfer the interaction.

Error event

Name Description

Handover

Select an existing audio prompt or text, or create a communication sequence that alerts the caller of an error and the action that follows. 

Handling

Select the action you want Architect to take when an error occurs. You can select the following actions:

  • Exit the bot flow
  • Disconnect the interaction.

Recognition Failure Event

Name Description

Handover

Select an existing audio prompt or text, or create a communication sequence that alerts the caller of an error and the action that follows. 

Handling

Select the action you want Architect to take when an error occurs. You can select the following actions:

  • Exit the bot flow
  • Disconnect the interaction.

Agent Escalation

Name Description

Enable Agent Escalation

Allow or prevent the bot flow from listening to a customer's request to speak to a human.

Confirmation

Select an existing audio prompt or text, or create a communication sequence the bot sends to confirm that it understands the user’s intent.

Handover

Select an existing audio prompt or text, or create a communication sequence that alerts the caller of an error and the action that follows. 

In-queue call flow error events

Name Description

Pre-handling audio

Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow. 

Handling

Select the action you want Architect to take when an error occurs. Choose from the following actions:

  • Disconnect the call
  • Transfer the call to a queue
  • Jump to a menu
  • Jump to a reusable task

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

In queue email and message flow error events

Name Description

Handling

Select one of the following actions you want the flow to take when an error occurs

  • To end the current state in the in-queue flow, select End State. The flow continues to run so that subsequent invocations of the Periodic State occurs.
  • To end the current in-queue flow, flow, select End Flow