• 5.3

All Scenario Exercises

Bright Pattern provides scenario exercises, which show you how to build a scenario for a specific service and purpose. These exercises provide detailed descriptions of which scenario blocks to use, how to configure their properties, and why you need them. Sometimes you need a practice run before you can build your dream scenario.

General

• Scenario Builder Basics

• Downloadable Scenario Templates

• Create a Basic Scenario

Chat

• How to Create a Chat Scenario That Pops Case or Contact Information

• How to Create a Chat Scenario That Uses Bots

• How to Configure a Chat Scenario That Uses a Microsoft Azure Web App Bot

• Pop Case or Contact Information

• Sending Automatic Email Replies to Customers Who Use the "Leave a Message" Chat Form

Voice

• How to Blacklist Specific Phone Numbers

• How to Configure Last-Agent Routing Using the Internal Database

• How to Create a Voice Scenario That Blocks Specific Incoming Phone Numbers

• How to Create a Voice Scenario That Distributes Surveys to a Percentage of Random Customers

• How to Route Callers to the Last Agent and Provide a Voicemail Option

• General Inbound Voice Scenario

• Redirect Calls Economically with a Single-Step External Transfer Option

• Skill-Based Call Routing with an Auto Attendant Choice

• Use Conversational IVR in a Scenario

• Voice Scenario Survey

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