Create a flows

The call flow is the main element in Heedify CX configuration.

A call flow has a trigger (a resource account) and a set of parameters that defines how to manage a customer interaction.

1. Create a resource account

Connect to teams PowerShell

connect-MicrosoftTeams

Create a new Heedify application instance

New-CsOnlineApplicationInstance -UserPrincipalName *Call_Flow_Name@yourdomain.com* -DisplayName *Flow_Display_Name* -ApplicationId "2ad91f01-bf93-4313-89f1-cb201229e7db"

Save the ObjectId from the output of the command as OID.

Execute the following command (use the ObjectId from the previous command output)

Sync-CsOnlineApplicationInstance -ObjectId <OID> -ApplicationId "2ad91f01-bf93-4313-89f1-cb201229e7db"

Assign a Microsoft Teams Phone Resource Account (Free) to the newly created resource account

Assign a phone number

  • If you are using Microsoft Calling Plan

Set-CsPhoneNumberAssignment -Identity Call_flow_Name@yourdomain.com -PhoneNumber +xxxxxxx -PhoneNumberType CallingPlan

  • If you are using Direct Routing

Set-CsPhoneNumberAssignment -Identity Call_flow_Name@yourdomain.com -PhoneNumber +xxxxxxx -PhoneNumberType DirectRouting

In case you have the following error, please change the type of the phone number you are assigning to service > following this guide.

The Telephone number xxx does not have required capabilities to be assigned to target ‘resourceAccount’

2. Create a call flow

  • Connect to https://admin.heedify.io
  • Open CallFlow from the main menu
  • Click +Add to add a new Call flow
  • Search the resource account you just created in 1. Search work with display names.
  • Configure the general settings about the call flow such as the time zone, data location and the entity.
  • Configure and enable welcome messages in Greeting section
  • Configure open hours and holidays in Holidays section
  • Configure routing in Routing section
  • For a sample setup you can route calls immediately to a queue
    • Open the Start routing point
    • Select Queue as routing type
    • Search one of the queues you created in the previous step
    • Click the save button

For an advanced configuration of flow such as IVR based routing please visit the flow advanced section