Overview: Create Call workflow module (Console)

Console > Workflows > Workflow modules > Overview: Create Call workflow module (Console)

This article explains the Create Call workflow module in Console.

In this article

Overview

The Create Call workflow module creates a phone call during workflow. This module can create two types of phone calls:

Additionally, you can configure this module to create a call where the recipient either speaks to an automated voice system or a live agent in a queue.

Use case

After the conclusion of an interaction, you could use the Create Call module to make a phone call to the customer to get their feedback on the interaction.

In this use case, you could use the Say + Intent module after the Create Call module to get the customer’s feedback on the interaction.

The call could lead the customer through an optional phone survey and record their responses to various questions, which could later be viewed in a workflow session history report.

There are virtually limitless possibilities for the Create Call workflow module. We encourage you to experiment with workflows to find a configuration that best fits your business needs.

Visual breakdown

Exterior structure

This is the exterior structure of the Create Call module. All modules share a similar structure. Notice that this module has two exit ports - Delivered and Failed.

Reference the Overview: Workflow module structure in Workflows article to take a deeper dive into each of these components.

Interior structure

Refer to the graphic below to learn more about the important features of the interior structure of the Create Call module.