Xperience Routing concepts

Xperience Routing flows are IVR and routing scripts built using the Xperience Routing editor.

Flows run as IVR or routing scripts in agent campaigns. You can use a flow to play audio files, ask for information, and enqueue interactions. For example, create a flow that enqueues interactions in the campaign that the customer selects.

Audio files are messages to play to customers. For example, "Welcome to the contact center. Your call will be answered as soon as possible.".

If you create a flow to transfer the call to a human agent campaign, ensure you enqueue the call before ending the flow.