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• 5.3

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.

Chat

Have a chatbot respond to customer two times before transferring to agent

File:App GeneralChatBotScenario.zip

Pop a saved contact's existing cases to the agent

File:App Screen Pop Customer Cases.zip

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

File:App After-Hours Send an Email Reply to a Chat Customer.zip

Voice

Block incoming calls from specific phone numbers

File:App How to Block Incoming Calls from Specific Numbers.zip

Create a voice scenario survey

File:App Voice Scenario Survey.zip

Distribute surveys to a percentage of random customers

File:App How to Distribute Surveys to a Percentage of Random Customers.zip

Identify customer using Microsoft Dynamics 365 data

File:App MS Dynamics Search and Pop.zip

Route caller to the last agent with the option to leave a voicemail

File:App FindLastAgentVM (2).zip

Skill-Based Call Routing with an Auto Attendant Choice

File:App Skill-Based Call Routing + Auto Attendant.zip

Use conversational IVR in a voice scenario

File:App Conversational IVR Example.zip




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