Set default event handling behavior


Event handling determines how Architect behaves in the event of an error, such as an invalid entry made by the interaction.

Under Settings, click Event Handling to configure the default flow behavior that occurs if Architect encounters an error within the flow. For call flows, specify or create the audio prompt to play to a caller. For call, email, message, and chat flows, determine whether to transfer or disconnect the call. 


Name Description and use

Pre-handling audio

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

Handling

Select the action you want Architect to take when an error occurs. You can select 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 which menu, task, or queue in which to transfer the call.

Menu

Select which default menu the call flow reverts to in the event of an error.

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.