Customers in Evo Voice represent a group of people whose calls are being handled by your team. For example, it could be a company that has its calls answered by your virtual call center or it could represent a team that rents out office space in your facility. It could even represent your own business. Customers are a way of grouping Endpoints for billing and data purposes.
By default, a new Customer in Evo Voice only has a Name.
The true power of customers only comes out when you start leveraging the rich Data System in Voice.
Creating a New Customer
Creating a new customer is very easy. Select the Customers section on the left and click the New Customer button.
As mentioned above, by default Customers will only have a Name until you add some Customer Fields to be used in your Flows (see below).
Add a Customer Field
Every customer is going to want different things with respect to their communication setup and the Flow system allows for customizations to be made at many different levels.
As a simple example, let's pretend that every customer will have a main incoming phone number and when we dial that phone number, we are going to use text to speech to say something custom to the caller.
First, go into the System section of Voice and click on the Customer Fields tab. You should have a blank list (unless you have already been experimenting)
Go ahead and click the Add Field button and put in the following:
and then click the Add Field button and then Click the Save button
Modifying Customer Fields
Not that you have created a Customer field, head back over to the Customers section and either click to edit an existing Customer or click to add a new Customer. You should now see something similar to the following:
If you haven't done so already, give this customer a Message that will be said to the caller.
Use the Customer Field in a Flow
OK now that we have this customer data, let's go ahead and use it in a flow. As mentioned above, we are going to create a simple flow which just says something back to the caller that is customized to the company being called
Go ahead and create a new Flow and just call it "Customer Greeting"
In the Toolbox, expand the Messaging section and click to add a Say node to the Flow.
Now Drag from the Start node to connect to the Say node. It should look like the following now:
Now go ahead and select your Say node and in the Properties Pane, hover the mouse over the "What to Say" field and change from "Specific Value" to "Customer Data", e.g.
You will notice that the editor for the "What to Say" field changes to a Drop down, this will now allow you to pick any customer fields which are of the same type (String). Go ahead and pick Message
Save the flow.
Assign the Flow to an Endpoint
At this point, we have a Flow built which will use Customer Specific Data to say something to the caller. We now need to assign this flow to our incoming numbers.
Click on the Endpoints section and click to edit one of your incoming Phone Numbers. If you don't have any purchased phone numbers yet, check out the Phone Numbers section.
There are two important things we need to do in order for our Flow to function properly with this phone number
- On the General tab of the Phone Number endpoint, make sure to assign a Customer to this Endpoint
- On the Flow tab of the endpoint, make sure to select the Customer Greeting flow.
Save your Phone Number and call its number from a non Voice phone (e.g. your cell phone), you should hear the message that you entered for the Customer associated with this phone number.
You can now go into your other customers, set their Message field to something, modify a different incoming number to have the correct Customer/Flow and it will speak back the customer specific message for each number.
There are a couple common reasons why the above example will fail:
- You forgot to assign the Flow to your incoming number. Click to edit your phone number, click on the Flow tab and make sure Customer Greeting is selected. Click Save.
- You forgot to assign a Customer to your incoming number. Make sure a Customer is selected on your phone number's General tab.
- You didn't give a message to the Customer. Go into Customers, click to Edit the customer and make sure a Message is specified.
- Your flow doesn't have the correct node. Repeat the steps above and make sure that you have a single Say node connected to the Start node and that its "What to Say" has Customer Data: Message selected.
In conclusion, Customers are really just groupings of data that can be used within Flows. By leveraging the dynamic Customer Fields feature in Voice, you can determine exactly what data you need to be customer specific and add fields for that. These fields then become pieces of data which can be used within Flows to perform custom behavior.