Voice and SMS flows without any automation

SmartAssist
1

Is there a way to create a flow where calls and texts come to the console without any automation? Essentially just answer a call or respond to a text?

thanks!

2

Hi Justin,

If you just want to do a straight transfer to agent, you can simply connect the start node to the agent transfer node.

If you would like to do agent availability checks, or check for working hours you can decide to use these nodes in combination with agent transfer as well.

Thanks,
Ashish

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