Agent Keypress Flows

What Key Press Flows Are

Key Press Flows let callers and external agents control a call by pressing digits on their keypad. Each flow maps one key (1-9, *, or #) to a set of actions, such as applying a disposition, running call control actions, or re-routing the call to another buyer. Flows are organized into Key Press Flow Groups, and the group is what gets assigned to the records that use it.

Where Groups Are Used

• Buyers: a buyer that forwards to an external call center can enable "Forwards To External Agent?" and assign a flow group, letting that external agent press keys to control the call.
• Numbers: a tracking number can enable keypress call controls, which is useful when calls are forwarded to the number from another call center.

What Each Flow Configures

• If This Key Is Pressed: the digit that triggers the flow.
• Apply This Call Disposition And End The Call: tag the call with a disposition and finish it.
• Call Control Actions: run actions when the key is pressed, such as muting or holding the consumer, blocking the caller, or playing audio.
• Continue Call Routing: rerun call routing and dial the next available agent or buyer. Any live agents or buyers are disconnected. Turning this on clears the disposition and call control action settings, since they are mutually exclusive.
• Actions: attach actions, such as webhooks, tha run when the key is pressed.
• Buyer conference time limit: only run the flow's actions if the buyer has been in the conference for less than the configured number of seconds. This guards against accidental key presses late in a call.

Runtime Behavior

When a digit arrives, the system finds the flow in the group whose key matches and whose filters match the call. If no flow matches, the caller is prompted to press a key again.