{"id":4302,"date":"2022-06-16T17:45:21","date_gmt":"2022-06-16T12:15:21","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=4302"},"modified":"2022-06-16T17:45:21","modified_gmt":"2022-06-16T12:15:21","slug":"default-flows-2","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/default-flows-2\/","title":{"rendered":"Default Flows"},"content":{"rendered":"
<\/div>

The<\/span> Default Flows <\/b>feature <\/span>lets you customize experiences for common events like welcome, transfer, or an unknown Intent.<\/span><\/p>\n

Here, you can configure the interaction flow based on the customer\u2019s behavior in two scenarios:<\/span><\/p>\n

    \n
  1. Off Working Hours<\/b>: When the customer tries to connect to an agent during off-working hours.<\/span><\/li>\n
  2. No Agents Available<\/b>: When agents with specific skills, as required by the customers, are not available.<\/span><\/li>\n<\/ol>\n

    SmartAssist provides inbuilt <\/span>Phone and Chat Experience<\/b> flows for these scenarios. However, you can change the default flow and the message to the customer based on the current conversation channel.<\/span><\/p>\n

    To start<\/span>, navigate to <\/span>Configuration > ROUTING > Default Flows<\/b>.<\/span><\/p>\n


    \n\"\"<\/a><\/p>\n

    <\/span>Phone Experiences<\/strong><\/span><\/h3>\n

    The following sections describe how to configure the default flows for a phone experience.<\/p>\n

    <\/span>Off Working Hours<\/strong><\/span><\/h4>\n

    This flow plays a voice message to the caller who tries to reach an agent during off-working or non-business hours.<\/p>\n

    To configure the Off Working Hours <\/strong>flow, follow these steps:<\/p>\n

    1. Click the Off Working Hours<\/strong> tile in the Phone Experiences\u00a0<\/strong>section.<\/p>\n


    \n\"\"
    \n<\/a><\/p>\n

    2. In the Off Working Hours for Calls <\/strong>panel, the default message a customer hears while attempting to reach a live voice agent during off-working hours is displayed in the text area.<\/p>\n


    \n\"\"<\/a><\/p>\n<\/div><\/div>

    Note:<\/strong> SmartAssist considers\u00a0 the off working hours based on the hours of operation set for those agent groups.<\/span>

    <\/div><\/div>\n<\/div><\/div>\n

    3. \u00a0This default message can be retained or edited.<\/span><\/p>\n

    4. To edit, follow these steps:<\/p>\n