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
Configure a chat scenario to use a Microsoft Azure Web App bot
File:App Azure Web App Bot Example.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