Overview: Update Interaction workflow module

Edify Console > Workflows > Workflow modules > Overview: Update Interaction workflow module (Edify Console)

This article explains the Update Interaction workflow module and how to configure it in Edify Console.

In this article

Overview

The Update Interaction module gives you the ability to quickly and easily change interaction data once an interaction is created in the queue. This is useful when you need to add or alter data for an interaction, like updating a phone number or change its communication type, like when changing an interaction from an inbound phone call to a callback.

The Update Interaction module functions similarly to the Create Interaction module in that they both have the power to manage the same set of interaction fields. However, the key difference between these two modules is that the Update Interaction module alters existing interactions, like adding data to it and/or changing the interaction’s status. You can alter one or several pieces of data. There isn’t a limit to the amount of data that’s altered with this module.

In the event that the Update Interaction module fails to make the configured changes, the workflow proceeds down the ‘ERROR’ exit port. This allows you to create an action plan for further processing and managing the interaction when the desired updates fail. Otherwise, when the updates are successfully executed, the workflow proceeds down the ‘SUCCESSFUL’ exit port, which moves the workflow session to the next module in the workflow.

The Update Interaction module enables Hammond to make changes to the data linked to a specific interaction ID. These changes override the original data. This ensures that when utilizing reporting, referencing completed interactions, or otherwise accessing interaction data, you are viewing the most accurate data pertaining to a specific interaction.

Alter static or dynamic data

When configuring the Update Interaction module, you can configure the data to be either static or dynamic.

Static data is when you configure the module to change to the same value every time a session processes through it. For example, you can configure the interaction to change to a certain status or to add a specific tag to it. This change would be the same change for all workflow sessions that process through it. This is common when using this module to change an interaction from a phone call to a voicemail interaction. In this scenario, the Update Interaction module would change the interaction’s status to ‘voicemail-start’ once the workflow session reached this module in the workflow. Customers are then always directed to the queue’s voicemail when their workflow sessions are directed through this module. This is just one example of how you can configure this module to change static data.

On the other hand, dynamic data is where you configure the module to change to a value that’s collected during the workflow session itself. This means the value is unique for each workflow session. Unlike with static data, which is data that’s altered in the same way each time, dynamic data is altered to a different value for each workflow session. This is common when you are collecting customer-specific information, like an invoice number, shipping tracking ID, or a social security number for verification purposes.

Customize the update for voice and messaging traffic

If this module processes sessions for both voice and messaging communications, then you can customize it to define which data is altered based on the communication type of the workflow sessions.

This is helpful when you want a different experience for phone calls compared to MMS/SMS interactions.

Common use cases for the Update Interaction module

Below are some common use cases for using the Update Interaction module.

  • Updating customer contact information: Modify the customer’s contact information from what was collected to their preferred information. This is helpful during a callback because the customer can change the phone number that’s called, like if they called from their work phone number but they prefer to get called back on their cell phone. In this scenario, this module collects the preferred phone number from the customer and updates the interaction to use that new phone number for processing the callback.

  • Updating status event: Use the Update Interaction module to change the interaction’s status, like convert the interaction’s status to ‘Voicemail Start’ to send the call to the queue’s voicemail. Once the interaction processes through the workflow sessions and reaches this module, Hammond changes the interaction’s status to ‘Voicemail Start’. This tells the system to send the interaction to the queue’s voicemail.

  • Complete expired interactions: Use the Update Interaction module to complete interactions that have been in the queue for too long without undergoing any activity. When an interaction sits in the queue untouched by a queue user for a defined period of time, use this module to automatically complete the interaction and remove it from the queue.

  • Update completed interaction metrics: Use the Update Interaction module to update the scores and metrics for the completed interaction with customer satisfaction results. When you send a satisfaction survey to customers at the end of an interaction, use this module to collect the score resulting from the customer’s feedback and add it to the coaching tab of the completed interaction.

How it works

Here’s an example of how you can implement the Update Interaction module in a workflow. This specifically explains how to use the Update Interaction module in a timed workflow for creating a callback experience for your queue.

Your business aims to offer the best possible customer experience. In doing so, you want to provide customers calling into your business the opportunity to decide what works best for them.

Once a customer reaches a queue, and waits for someone for 30 seconds, a timed workflow is triggered and the workflow session starts running.

This timed workflow provides the customer the option to decide if they want to wait in the line or do something else, like leave a voicemail or get a call back when next available. This decision process is managed through a Say+Intent module.

Then, if the customer opts to have a call back to a phone number other than the caller ID that they called from, then the workflow proceeds to the Update Interaction module. This is where the customer phone number is updated to the new number provided and the interaction’s event status is changed to ‘Callback’, which is configured in the Action menu of the module. When this change is successfully completed, the customer is told through a Say module that a queue user will return the call to the new number the customer provided.

Now that you have implemented the use of an Update Interaction module in your workflow process, your customers are happy to not be forced to wait on the phone line.

This minimizes customer wait time, improves customer sentiment and satisfaction, and makes it easier for your queue users to manage interactions.

Visual breakdown

Exterior structure

This is the exterior of Update Interaction. All modules share this same structure. This module has two exit ports: Successful and Error.

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

Interior structure

The interior structure of the Update Interaction module is broken into two sections:

  • Phone and Messaging configurations

  • Status configurations

Refer to the labeled image below for more information about each menu/field and button available to you within this module.

Phone and Messaging configurations

The Phone and Messaging section allows you to update interaction data based on its communication type.

  • Label: The Label field allows you to title the module. This title can be seen from the workflow overview and acts as a quick way to explain the purpose of this module at this point of the workflow.

  • Interaction Field: The Interaction Field menu is where you select which field of the interaction you want to change. This menu includes both standard objects and custom objects, so the options in the menu vary. The standard objects included are:

        • Queue Id: The Queue Id is the system-generated identification number of the queue that is hosting/hosted the interaction.

        • Subject: The Subject is the subject line of the interaction which can contain a short message or piece of data.

        • Tag Details: The Tag Details include which tag(s) an interaction has assigned.

        • Phone Number: The Phone Number is the number that the inbound caller called from when the interaction was created.

        • Inbound Number Name: The Inbound Number Name is the name assigned to the phone number that the customer dialed which resulted in the creation of the interaction.

        • Inbound Number: The Inbound Number is the number the customer dialed that resulted in the creation of the interaction.

        • Name: The Name is the name of the customer who has reached your business based on the carrier provided name information.

        • Email: The Email is the email address of the customer who initiated the interaction.

        • Result: The Result is the resulting interaction classification selected by the queue user who manages the interaction; this is displayed as the “End Result” in the customer details tab of the interaction in Edify App.

        • Notes: The Notes are any comments that the queue use who manages the interaction inputs into the Notes dispositioning field of the interaction as a means to describe the nature of the communication.

        • Points: The Points are points assigned to the interaction in order to determine its priority level.

        • Type: The Type is an interaction classification selected by the queue user who manages the interaction; this is displayed as the “Interaction Type” in the customer details tab of the interaction in Edify App and is used to classify the nature of the interaction.

  • Type: The Type menu allows you to select the specific data you want changed. For example, if you want to display the phone number that the customer called in with, the Interaction Field menu is set to ‘Phone Number’ and the Type and Value menus are set to tell the system to look for the phone number that called the system. To do this, set the Type menu to ‘Source’ (indicating to look for the origin point of the call) and set the Value menu to ‘Phone Number’ (telling the system to look for the phone number that originated the call for the workflow session). The options included are:

        • Linked IDs: The LinkedIDs are identification numbers used to associate persons and accounts with each other.

        • Advanced: The Advanced field supports a custom, arbitrary value.

        • Source: The Source is the origination of the data; for example, the source number is the phone number used to call the inbound phone number.

        • Details: The Details are interaction specific data points and include a variety of options like Type, Points, Salesforce User ID, Tags, etc.

        • Routing Details: The Routing Details are specific details regarding the path the communication took when being created as an interaction and include Inbound Number, Inbound Number Name, Channel Key, and Email.

        • Comm Type: The Comm Type is the method in which the interaction was created; this can be phone, email, SMS, etc.

        • Variable: The Variable option is the way you specify exactly what data you want to be placed in an Interaction Field; like if you want all interactions passed through a workflow to update the Subject to ‘Ready for Review’.

  • Database: The Database menu allows you to select which of the fields in your custom databases or CRMs, like Salesforce or Zendesk, that you want to use when referencing the data you want to change. The menu options vary based on the database/CRM connections. You must select ‘Linked IDs’ from the Type menu for the Database menu to populate on the screen.

  • Object: The Object menu allows you to select which specific object, or piece of data, to reference within your custom databases/CRMs that you want to change. The menu options vary here based on the database/CRM connections you have configured to your Edify account. You must make a menu selection from the Database menu for the Objects menu to populate on the screen.

  • Delete: The Delete button allows you to remove an update row. When deleting a row, you’re deleting the entire row.

  • Value: The Value menu allows you to select which specific piece of data that Edify looks for in the workflow session for use when updating the interaction. This data is targeted based on the selection made in the Type menu. When ‘Advanced’ or ‘Variable’ is selected in the Type menu, this is a text field instead of a menu where you input a specific variable or hard coded piece of data.

  • +Add: The +Add button allows you to add an additional row for changing multiple pieces of data with this one module. There isn’t a limit to the number of rows that you can add. Notice that there are two +Add buttons, one corresponding to the Phone configurations and one corresponding to the Messaging configurations.

Status configurations

The Status section allows you to define a single event status update, so the configuration in this section is consolidated to a single menu.

  • Action Menu: This menu gives you the ability to define an event status action to be performed by this module. This means that you’re updating from the interaction’s current event status to this new one. These actions vary widely and can apply to the interaction itself, the workflow session that the interaction is routing through, and more. Updating an interaction’s event status allows for more fine tuned reporting and/or additional details available to queue users when the interaction waits in the queue amongst other things. The actions available within this menu include:

        • Attended Transfer Answer: Causes the user to answer a request for an attended transfer.

        • Attended Transfer Cancel: Causes an in-process attended transfer to cancel. The interaction returns to the user who initiated the transfer.

        • Attended Transfer Complete: Causes the attended transfer process to complete. The interaction changes assignment to the recipient.

        • Attended Transfer Warm: Causes the attended transfer to go through the "warm" process where the transferring user, the recipient, and the customer are all on the call so that the transferring user can introduce the customer to the recipient user.

        • Attended Transfer: Initiates the attended transfer process.

        • Blind Transfer: Initiates a blind transfer.

        • Blind Transfer Complete: Completes a blind transfer.

        • Call End: Ends the phone call on the interaction.

        • Call: Starts the phone call on the interaction.

        • Callback: Calls the customer back after a call ends.

        • Channel HungUp: Marks when either side of a phone call hangs up.

        • Clear: Removes the queue user's as the assigned user when an interaction reaches the user's ring time without being answered.

        • Close Interaction Tab: Closes the user's open interaction tab.

        • Completed: Changes the interaction status to completed, closing and saving the interaction.

        • External Transfer Attended Cancel: Causes an in-process external attended transfer to cancel. The interaction returns to the user who initiated the transfer.

        • External Transfer Attended Complete: Causes the attended transfer process to complete.

        • External Transfer Attended Warm: Causes the external attended transfer to go through the "warm" process where the transferring user, the recipient, and the customer are all on the call so that the transferring user can introduce the customer to the recipient user.

        • External Transfer Attended Answer: Causes the user to answer a request for an external attended transfer.

        • External Transfer Attended: Initiates the external attended transfer process.

        • External Transfer Blind: Immediately initiates and completes an external blind transfer.

          • Hang Up: Hangs up the user's phone call.

        • Hold: Toggles the user's hold status on a call on or off.

        • Join: Indicates when a user joins a conference session.

        • Leave: Indicates when a user leaves a conference session.

        • Mute: Toggles mute the call.

        • Open Interaction Tab: Opens the interaction tab for the user.

        • Viewer Add: Adds a user as a viewer to the call.

        • Viewer Remove: Removes a user as a viewer from the call.

        • Viewer Call: Adds a viewing user to the call as a participant.

        • Viewer Call End: Removes a viewing user from the call as a participant.

        • Viewer Mute: Mutes a viewing user on the call.

        • Viewer Update: Modifies the viewing user on the call.

        • Reject: Rejects an interaction.

        • Transfer: Opens the interaction transfer window allowing the agent to choose to make a blind or attended transfer.

        • Voicemail Save: Ends a voicemail recording session and saves it.

        • Voicemail Start: Starts a voicemail recording session.

        • Workflow Exit: Indicates when a user has been routed through a workflow process but exits the workflow before completion.

        • Workflow Hang Up: Indicates when a workflow terminates a call session.

        • WrapUp Extend: Extends the wrap up process for a user in wrap up.

        • Change CommType: Changes the communication type of the interaction.

        • Messaging End Customer: Indicates when the customer ended a web chat communication from their end.

        • End Interaction User: Indicates that the queue user ended the interaction by clicking the Close:Resolved button instead of the customer or system terminating the session.

        • Take Ownership: Switches ownership of the interaction to the user.

        • Answer: Answers the interaction for the user.

        • Workflow Start: Indicates when a workflow process has started.

        • LinkedIds Remove: Indicates when LinkedId data previously recorded is removed from the session.

        • Start Live Transcription: Starts live transcription on the interaction.

        • Stop Live Transcription: Stops live transcription on the interaction.

        • Voicemail Start Clear Timeout: Clears the timeout count upon the start of the voicemail process.