Configuration overview

Heedify flow is the main configuration unit for Heedify services.

A flow is linked to customer tenant via a ressource account. The ressource account defines also the DID for a flow.

The diagram below illustrates the relationship between a Heedify flow and Teams tenant.

Flow logical view

Administrator need only to create a ressource account on Teams tenant. All configurations and administration are done via Heedify admin portal.

Any customer call goes trough flow steps before being connected to an agent. A sample flow may be for example as the following:

  1. Play Greeting messages

  2. Check if today is holidays

  3. Check if service is open

  4. Enter an IVR with 2 options

    1. Option 1: Queue call

    2. Option 2: Transfer to a PSTN number

    3. Option 3: transfer to Voicemail

Administrator can define multiple messages in greetings, it is possible to play an emergency message before the normal welcome message for example

Administrator can disable all welcome messages and then flow will check holidays as first step of the flow

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