Overview

This subflow provides a dynamic experience where customer account information is fetched using an HTTP request. If the lookup is successful, the customer is asked to confirm the account ID. If it fails, or the caller prefers, they can enter their account number manually. The flow gracefully handles errors such as invalid inputs, timeouts, and critical failures, with appropriate prompts.

This subflow uses Cisco Text-to-Speech (TTS) for any audio prompts.

Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this subflow:

  • Create entry points, queues, connectors, teams, entry point mappings, and any other organization-specific configuration activities.
  • Upload static audio files if custom audio prompts are used instead of Cisco Text-to-Speech (TTS).
  • Ensure that the HTTP request URL and parameters are correctly set based on your organization's needs.

For detailed steps, see Webex Contact Center setup and administration guide.

Subflow inputs

  • errorMessage - STRING: A message that will be played in case of an error during the subflow.

Subflow outputs

  • outputVariable - STRING: Stores the confirmed or manually entered account number.

Subflow breakdown

The following table describes the various subflow elements involved in the call process, detailing the actions and responses that occur during each stage.

Subflow element

Description

Start subflow

(Initialization)

The subflow starts the process of fetching customer data.

Please wait

(Comfort message)

The caller is informed that the system is retrieving their information using a TTS prompt: Please wait while we look up your information.

HTTP request

(Fetch Customer Info)

The system sends an HTTP GET request to retrieve customer information from a specified API endpoint. If successful, the response contains the customer ID.

Check HTTP status

(Evaluate Response)

The HTTP response is evaluated based on the status code. If the request was successful, the process moves to the next step.

Confirmation menu

(Request Confirmation or Manual Entry)

The caller is prompted to confirm the fetched account ID or manually enter their account number if it’s incorrect.

Set variable

(Store Account ID)

If the caller confirms the account ID, the value is stored in the outputVariable.

Collect digits

(Manual Account Entry)

If the request fails or the caller chooses to re-enter their account number, they’re prompted to input a 6-digit account number followed by the pound key (#).

Error handling

(StillThere, Invalid, Critical)

The subflow handles timeouts, invalid inputs, and critical errors with respective prompts:

  • StillThere: Asks, Are you still there?, in case of a timeout.
  • Invalid: Notifies the caller of invalid input and asks them to try again.
  • Error: A critical error prompt informing, Something went wrong.

End subflow

(Conclusion)

The subflow ends either after confirming the account number or handling an error.

Subflow activities

The following table describes the sequence of subflow activities for this template.

Subflow activity

Description

Start subflow

The subflow begins when invoked.

Please wait

Plays a message using TTS, asking the caller to wait while their information is retrieved.

HTTP request

Sends an HTTP GET request to retrieve the customer's account information.

Check HTTP status

Evaluates the HTTP response to determine if the request was successful.

Confirmation menu

Prompts the caller to confirm the retrieved account ID or re-enter it if incorrect.

Set variable

Stores the confirmed or manually entered account number.

Collect digits

Collects a 6-digit account number from the caller if the HTTP request fails or they opt to enter a new account number.

Error handling

Several prompts handle timeouts, invalid inputs, and critical errors during the subflow.

End subflow

The flow concludes after the account number is confirmed or an error occurs.