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