Skip to main content

Uniphore Customer Portal

How can I set up a Multi modal call flow?

When a user is talking to the VA on a voice call, the Multi modal flow allows the user to enter rich information through a chat session while continuing the voice call. In the Multi modal call flow, the VA play “Voice Over instructions” to guide the user to provide the rich information such as images, documents etc.

Example

In this example, we are describing how the Multi modal call flow is used when a Insurance customer is looking a claim.

VA  :  Welcome to Acme Insurance. How can I help you today? 
User:  I need to file a new claim
VA  : Sure I can help you with that 
VA  : An SMS will be sent to you with a link. Click the link to start a chat session on your phone and start uploading the necessary files. I will now send you an SMS which you can click to start a chat session on your phone. You can use this to upload the necessary images. I will keep guiding you through the process.  
VA  : I have now sent you the SMS. Please click on the Continue button to provide the details (5a)

User will receive the SMS and clicks the link to open the chat bot on their mobile browser. The current conversation will load. On clicking the Continue button user will see next question from VA. 

VA  : Please upload your medical documents as image file. (Voice Over) 
      Please take a picture of your medical documents and upload. Upload button will be provided in chat browser.

Once the User uploads the details, the following conversation is continued.

VA  : Thank you for the details. Please verify your address shown in chat (Voice Over)
       
Entire address is displayed in Chat and shows Yes or No Button
 
User: Clicks on Yes Button   
VA  : Thanks for your confirmation. Do you want to Continue? (Voice Over)
User: Yes 
VA  : What else can I help you with today? (continue with the voice call)
Steps Involved in Setting up a Multi modal Call Flow:

  • A Multi modal call flow should have two flows: Voice Flow and Flow with Form elements and Integration Points.

  • First flow includes the voice flow of the call which covers the following:

    • Requests the user to send SMS

    • Sends SMS

    • Instructs the user to click the SMS to start the chat

  • The Second flow will have only Form Elements and Integration Points.

    Note

    Currently, Form elements and Voice response elements cannot be used in same flow.

Steps to be followed to set up a Voice Call Flow

  1. Add and map an Integration Point in the X-Console for sending an SMS to the user. Add Variable names for the parameters which will later be used in the X-Designer Flow (mentioned in step 4).

    To learn more about Integration Points in X-Console, click here.

  2. Create a Flow for Voice, map to appropriate Intent. Example: “Create claim”.

  3. Add a Response Element to the flow. This response element is used to inform the user about the SMS to be sent.

  4. Add an Allocator element and map the required Session Variable.

  5. Add an Integration Point element to flow for sending SMS to the mobile number of the user. In Input Variables Mapping, add the following:

    1. SendToNumber: Enter the mobile number to which the SMS need to be sent.

    2. text: Enter the Message saying the user to click the link. Example: An SMS will be sent with a link. Click the link to start a chat session on your phone and start uploading the necessary files.

    3. linkURL: Shortened link to start the chat bot. Once the shortened link is created, add chat bot parameters to the URL. Example: chatbotLoaded=true&sessionId=

      To learn more about creating a shortened link, click here.

  6. Add a Response Element to guide the user on steps to follow:

    1. In Rich UI tab, add a button named Continue. You can map to the second flow that has the Form element by adding the Button Action as "Go to Flow" and enter the second flow name.

    2. In Voice tab, enter the message to be played to the user. Example: “ Please click on link in chat bot”.

Steps to be followed to create a Form Element

  1. Create a new Flow to add a Form element.

  2. Add an Integration Point element to invoke theVIVR API in Twilio or Exotel connector to play voice message to the user. Example: In the message you can add "Please upload your Doctor's prescription, Reports and Invoices." which will be played to the user.

  3. Add a Form element to upload photo/document.

  4. Add an Integration Point to invoke the VIVR API in Twilio or Exotel connector to play voice message to the user. Example: Thank you for the details. Please verify your address displayed in chat.

  5. Use the same Form element to display the address. Display Yes or No buttons in the Form.

  6. Use the VIVR API to play the message and add a Response element to get the response for the Yes or No Question from the user. Example: Thanks for your confirmation. Do you want to Continue?

  7. Use a Decision Point element for Yes or No Global Intent. For Yes, use the Back to NLP element to route to a new flow or the End of Conversation flow so VA will say “ How can I help you today? “ in the voice call.

In this section: