Use this template when you want to make sure your business is available for your customers 24/7. Not only won't you miss a single call, but your agent will support your contact center by taking the caller's message or performing human-like self-service.
When trying to create a new agent, simply add this template to your account. Then you can make changes to customize it based on your business needs.
Step 1 - Starting the conversation
We start with a Speak node introducing the company to the caller and letting them know that they are calling after hours. Using the Speak node we don't expect any input from the caller in this node.
Step 2 - Collect a message
To start we will ask the caller if they'd like to leave a message, therefore, we add a Collect Input node.
In case we can't collect the caller's input, the agent will notify the caller the agent wasn't able to help and terminate the call, with e.g. "I'm sorry, I can't seem to help you. I will make sure my human colleagues will give you a callback as soon as possible." Meaning, the "No Input" and "Missed" tabs of the Collect Input node are connected to a Speak node and End Call node.
In the following Conditions node, we are classifying the caller's response. If the caller confirms, we continue to another Collect Input node that collects the message. If the caller doesn't want to leave a message, we connect to a Speak node letting the caller know that the call is going to be terminated.
Step 3 - Save the message
In order to save the message and send it over to a CRM for review, we utilize a Webhook node. If the API request to the third party service fails, we are utilizing again the Speak node, informing the caller that an agent will call them back and terminate the call.
To terminate the call after having successfully sent the message over to the third party service, we use a Speak node ("Thank you. I have taken your message. You can expect a callback shortly from one of my human colleagues. Have a good day!") and End Call node.