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Replies posted by Srivi

3 Replies

H
Apprentice
HelplinemanagerApprentice
asked in Managing IVRs and Call Flows

Multiple IVRs in one company

Hello Helpline Manager,Thanks for reaching out FreshworksCommunity.To have a transfer to the second IVR, we do have an option when we set the IVR. Send to IVR Menu: Select this option to send your customer to a second IVR tree. You can select from the list of IVRs available in your account or create a new IVR tree.  You can refer this article for further information.https://support.freshcaller.com/en/support/solutions/articles/229262-setting-up-interactive-voice-response-ivr- Thanks,Srividya.

1
Srivi
Community Debut
1 year ago
Fatih Doğan
Apprentice
Fatih DoğanApprentice
asked in Managing IVRs and Call Flows

How can I transfer call to a que when doesn't have any available agent?

Hello Fatih Dogan,In the call Queue settings you can set the option as route it to another queue when no agents are available.   To transfer an ongoing call, you have options to transfer to a live agent, to another IVR and to another Queue. You can refer the below articles too.https://support.freshcaller.com/en/support/solutions/articles/238083-transferring-callshttps://support.freshcaller.com/en/support/solutions/articles/50000004783 Thanks,Srividya

1
Srivi
Community Debut
1 year ago
hakim
Apprentice
hakimApprentice
asked in Apps and Marketplace Integrations

Contact Integration

Hi Hakim,Thanks for reaching Freshworks Community.You can try using the Marketplace app Freshdesk Contact ImportAbout this App: Import user context from Freshdesk into Freshchat. This app would show the contact properties stored in Freshdesk, associated with that Freshchat user. This takes the email of the customer into account while pulling the relevant details, helping the agent in pulling contact info which is already stored in Freshdesk.https://www.freshworks.com/apps/freshchat/freshdesk_contact_import/ 

1
Srivi
Community Debut
1 year ago

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