Breakout: To chat
On a phone conversation it can be difficult to ask for email addresses, license plates, or possible sensitive information. With the Breakout: To chat node, you can ask users to fill out data on their phone and use that information in your phone call.
This hybrid approach (voice + typing) can significantly improve accuracy, security, and user experience.
How to use?
To be able to send an SMS with a link to the chat, you need to enable the PWA channel.
The Breakout: To chat node can be used only on phone conversations. It will send an SMS to the configured phone number. The body of the SMS will contain your message, along with a link to a PWA chat.
That chat will immediately start the 'Breakout flow'. Once that flow is finished with the 'Breakout: return' node, the phone conversation will continue with the next node.
In the above flow we ask the user to type in their email address. We send them a text message, which contains a URL to the PWA chat. After the user entered their email address, we continue the chat as seen below:
For the phone conversation to receive the data filled in the Breakout flow, you need the Breakout flow to end with the 'Breakout: Return' node.
Node properties
Phone number
We'll send the SMS to this phone number
Leave blank to send to the phone number of the caller
SMS message
The contents of the SMS message
We always append a shortened URL to the PWA chat
Breakout flow
The chat will automatically start with this flow
Hold message
A text spoken on the phone by the bot, while the user is filling out the breakout flow
Leave empty to use the default wait music configured in Operator
Repeat interval
The time it takes before we repeat the hold message
Timeout
How much time we give the user to open the SMS, click the link, and complete the flow.
If the user doesn't complete the breakout flow in time, we continue with the failed flow
Timeout flow
We continue with this flow if the user didn't complete the breakout flow in time.
If they did complete the flow in time, we simply continue with the next node.
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