Create a flows

The call flow is the main element in Heedify CX configuration.

A call flow has a trigger (a ressource account) and a set of parameters that defines how to manage a customer interaction.

1. Create a ressource account

• Connect to teams PowerShell

  connect-Microsoftteams

• Create a new Heedify application instance

  New-CsOnlineApplicationInstance -UserPrincipalName [e-mail] -DisplayName Flow_Display_Name -ApplicationId "2ad91f01-bf93-4313-89f1-cb201229e7db"

Save the ObjectId from the output of the command as OID

Please change [e-mail] and Flow_Display_Name with the right values for your context.

• Execute the following command (use the ObjectId from the previous command output)

• Sync-CsOnlineApplicationInstance -ObjectId OID

Please wait for 30 seconds and try the command again if you see the following error:

Sync-CsOnlineApplicationInstanceV2_Sync : An item with the same key has already been added.

• Assign a Microsoft Teams Phone Ressource Account (Free) to the newly created resource account

• Assign a phone number

  • If you are using Microsoft Calling Plan

  Set-CsPhoneNumberAssignment -Identity [e-mail] -PhoneNumber +xxxxxxx -PhoneNumberType CallingPlan

  • If you are using Direct Routing

  Set-CsPhoneNumberAssignment -Identity [e-mail] -PhoneNumber +xxxxxxx -PhoneNumberType DirectRouting

in case you have the following error, please change the type of the phone number you are assigning to service following this guide.

The Telephone number xxx does not have required capabilities to be assigned to target ‘ressourceAccount’

2. Create a call flow

• Connect to https://admin.heedify.io

• Open CallFlow from the main menue

• Click +Add to add a new Call flow

• Search the ressource account you just created in 1. Search work with display names.

• Configure the general settings about the call flow such as the time zone, data location and the entity.

• Configure and enable welcome messages in Greeting section

• Configure open hours and holidays in Holidays section

• Configure routing in Routing section

• For a sample setup you can route calls immediately to a queue

  • Open the Start routing point

  • Select Queue as routing type

  • Search one of the queues you created in the previous step

  • Click the save button

For an advanced configuration of flow such as IVR based routing please visit the flow advanced section

Flow