Set default event handling behavior
Event handling determines how Architect behaves when an error occurs, such as an invalid entry made during 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, voicemail flows, and in-queue call flows, specify or create the audio prompt to play to a caller. For all flow types, 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:
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:
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:
|
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:
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Agent Escalation
Agent escalation automatically detects a customer's desire to speak to an agent without a specific intent to capture this behavior. For more information, see Agent escalation in bot flows.
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. The bot uses this response when the participant requests to speak to an agent and replies affirmatively to the confirmation prompt. After the handover prompt plays, the bot exits and returns to the calling flow that invoked this bot flow. |
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:
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
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