All Scenario Templates
There are many ways to build a scenario, but sometimes it is easier to start with a template and modify it later. The following custom templates, which include instructional comments and explanations, are provided for you to download and import into your contact center.
Templates are provided as .zip files. Click to download.
Have a chatbot respond to customer two times before transferring to agent
Pop a saved contact's existing cases to the agent
Sending Automatic Email Replies to Customers Who Use the "Leave a Message" Chat Form
Configure a chat scenario to use a Microsoft Azure Web App bot
Pizza Flowchart Chat Scenario
Block incoming calls from specific phone numbers
Create a voice scenario survey
Distribute surveys to a percentage of random customers
Identify customer using Microsoft Dynamics 365 data
Redirect Calls Economically with a Single-Step External Transfer Option
Route caller to the last agent with the option to leave a voicemail
Skill-Based Call Routing with an Auto Attendant Choice
Use conversational IVR in a voice scenario