Convert to Voice Panel

Overview

The Convert to Voice panel dials a supplied phone number and, once the call is answered, continues the Logic+ flow as a voice interaction. This effectively converts any previous interaction type, such as SMS or chat, into a live voice call without ending the flow or losing continuity with the customer.

Before You Begin

This panel is designed for situations where switching to a voice call would be more effective than the current interaction type. Rather than asking the customer to disengage and place a call themselves, the panel brings the voice call to them, keeping the interaction seamless and maintaining engagement.

Example Use Case

A customer contacts support through SMS and, after a few exchanges, it becomes clear the issue requires direct human assistance. Rather than ending the SMS interaction and asking the customer to call in, the Convert to Voice panel automatically dials the customer's number and transitions the interaction into a voice call, all without interrupting the Logic+ flow. The customer experiences a smooth handoff with no need to start over.

Properties

• Name

  • Enter a unique, descriptive name to identify the panel.

• Description

  • Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.

• Initiates Flow

  • Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• To Number

  • Enter the phone number to be dialed. Accepted formats are +1XXXYYYZZZZ and XXXYYYZZZZ.

• From Number

  • Select or specify the originating phone number that will appear as the caller ID for the outbound call.

    • Use Dropdown: Select from all 10-digit phone numbers available to your company's Sharpen account.

    • Use Variable: Reference a variable containing a phone number available in the Sharpen platform. Accepted formats are +1XXXYYYZZZZ and XXXYYYZZZZ.

Exits

• Default

  • The path taken when the call is placed and answered successfully, and the interaction continues as a voice call.

• Already Voice

  • The path taken if the interaction is already a voice call when it reaches this panel. In this case, no new call is placed.

• Error

  • The path taken if an error occurs and the call cannot be placed.