Twilio Flex: Transfer Calls Back to Your IVR from Flex

sbrijmohan
sbrijmohan admin
edited March 1 in Twilio Flex

TLDR: This blog post will show you a step-by-step way to provide a better customer experience by allowing an agent to transfer a customer to the exact menu in the IVR where they wanted to be. This Twilio Flex Plugin will allow the agents to perform a one-step transfer back to a selected place in the IVR flow.

Ahoy Community! I'm sure we have all faced the scenario where we called a company, but talked with the wrong agent. Maybe we wanted to talk to Sales, but the Service team picked the call up – probably because we selected the wrong option while in the IVR.

To tackle the scenario, agents will typically say, “please call us again, and press 2-4-1 to get to the correct department”. Or, perhaps, agents could transfer us to another department or queue but want to ensure that some parts of the IVR are still followed and tell us to hit a button sequence. And in yet another scenario, we may be offered the choice to follow a self-serve branch that may be more efficient for both the customer and the agent.

Twilio's Bruno Kilian wrote an awesome blog post on how to provide a better customer experience by allowing an agent to transfer a customer to the exact menu in the IVR where they wanted to be. To get this new Transfer to IVR feature up and running, you need to go through 3 steps.

  • Create a Twilio Function
  • Create a Twilio Studio Flow
  • Install the Flex Plugin

Don’t worry, the steps are pretty straightforward. Have any questions on how to get started? Drop a comment below!

Tagged:
If this is an emergency, please contact Twilio Support. This is not an official Support channel. https://support.twilio.com/
Have an urgent question?
Please contact Twilio Support. This is not an official Support channel.
Contact Support