Customizing the Route To widget

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Contact center admins can add and edit the Route To widget. The Route To widget allows to route to the following. Some of these options may not be available depending on your flow type:

  • Another flow
  • Queue
  • Inbox
  • Agent
  • Outgoing call
  • Disconnect the call

For example, if you’ve already set up a flow to route inbound calls using an interactive voice response (IVR) menu, you can use the Route To widget as a final step to route to a queue.

This article covers:

Prerequisites for customizing the Route To widget

How to add and edit the Route To widget

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click a flow's display name to edit it.
  4. In the left-side widgets panel, click and drag Route To onto the preferred location in the flow.
  5. Select the Route To widget.
  6. (Optional) Click Rename to change the display name of the widget.
  7. In the Settings tab, select a route in the Route To drop-down menu.
  8. Customize the associated settings and exits.

Route To widget settings

Route To options Settings tab Exits tab

Queue: Route to a queue.

 

(Available for all flows)

Select one of the following:

Mapping Verification of Agent Routing Skills (only available you select Queue in the setting above): Displays the associated agent routing profile of the queue and a list of skills added to that profile. The list of skills displays if it's been mapped as an exit in another widget. You can map skills to exits in the Condition and Collect Input widgets.

Notify Estimate Wait Time: Enable the toggle to play or display an automated greeting with the estimated wait time. If enabled, customize the text for the estimated wait time greeting. The estimated wait time is based on several factors including the average handling time. For video flows, the estimated wait time is displayed on the Waiting Room.

Call Finished: Select the destination widget if routing was successful and the engagement is completed.

Overflow: Select the destination widget if the call exceeded the max wait time set in queue settings)

Routing Failed: Select the destination widget if routing failed.

Inbox: Route to an inbox. This option doesn’t include voicemail greeting customizations. Add the Send Media widget to add a greeting to the flow.

 

(Only available for voice flows)

Inbox: Select the inbox to route to. Recording Complete: Select the destination widget if the caller records a voicemail.

Hangup: Select the destination widget if the caller hangs up.

Routing Failed: Select the destination widget if the flow failed to route the consumer to the inbox.

Flow: Route to another flow.

 

(Only available for voice, web chat, or in-app chat flows)

Target flow: Select the flow to route to. You will see the flow’s basic details like its name and description. Click View Flow Details to view or edit the flow. The target flow must be the same flow type as the current flow. Routing Failed: Select the destination widget if the flow failed to route the consumer to the flow.

Agent: Route to specific contact center agents.

 

(Only available for voice, web chat, in-app chat, or SMS flows)

Target Agent: Select agents to route to.

Notify consumer of estimated wait time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.

 

Call Finished: Select the destination widget if routing was successful and the engagement is completed.

Overflow: Select the destination widget if the call exceeded the estimated wait time set in agent settings.

Routing Failed: Select the destination widget if the flow failed to route the consumer to the agent.

OutgoingCall: Place an outgoing call to an external phone number.

 

(Only available for voice flows)

 

Outgoing Call Target: Select one of the following.

Phone Number: Place an outgoing call by specifying a phone number.

  • Country/Region: Select the country/region of the phone number.
  • Phone Number: Enter the phone number (area code and phone number) without any spaces or dashes.
  • Max Ring Time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.

Variable: Place an outgoing call based on a variable.

Call Answered: Select the destination widget if the call successfully connects to the external number.

Call Failed: Select the destination widget if the call exceeded the Max Ring Time wait time set in the widget’s settings.

Call Not Answered: Select the destination widget if the call isn't answered by the receiving party.

Disconnect: Disconnect the call. This option doesn’t include greeting customizations. Add the SendMedia widget to add a disconnect greeting to the flow.

 

(Only available for voice flows)

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