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Contact Center AI lets you customize what customers experience when they wait for an agent, contact you outside business hours, or can’t reach an available agent. Use Conditional Flows to control routing behavior for specific scenarios, Waiting Flows to shape the in-queue experience, and the Debug window to troubleshoot flow execution.

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Conditional Flows

Conditional Flows let you define what happens during three common routing scenarios: Contact Center AI provides default voice and chat flows for Out of Hours and No Agents Available. You can replace or customize these defaults.
For each channel, you can independently configure fallback messages for No Agent Available and Out-of-Office Hours scenarios . In both cases, the system presents the fallback message to the customer only when no queue-specific configuration exists for the conversation. Queue-specific configurations always take precedence.
To access Conditional Flows, go to Contact Center AI > Flows & Routing > Conditional Flows.

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Voice Flows

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Out of Operational Hours

Plays a voice message to callers who contact support outside business hours.
  • Select Default Out of Operational Hours Voice Flow to open the flow in the Flow Builder. Default Out of Operational Hours Voice Flow
  • In the End Flow node’s General Settings, edit the default message, change the language, or add messages using + Add Another. Default Out of Operational Hours Message
How the message is selected:
  • The system uses the message from the configured conditional flow.
  • If no flow is configured, a non-editable backend default plays.
  • Administrators can override the default by creating a conditional flow and attaching it to the experience flow.

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No Agents Available

Plays a message when online agents lack the skills required for the conversation.
  • Select No Agents Available Voice Flow to open the flow in the Flow Builder. Default No Agents Available Voice Flow
  • In the End Flow node’s General Settings, edit the message, change the language, or add messages using + Add Another. No Agents Available Voice Flow Message
To create a custom Out of Hours or No Agents Available message:
  1. Create a conditional flow.
  2. Add an End Flow node.
  3. Configure a custom message to play in that scenario.

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Fallback Messages

If a conversation doesn’t match any queue-specific configuration, the system displays a fallback message to the customer. You can configure fallback messages for No Agent Available and Out-of-Office Hours scenarios. To configure the fallback message:
  1. Select Fallback Messages in the upper-right corner.
  2. Select Call Experience, and turn on the Enable Fallback Message for No Agent Available or Enable Fallback Message for Out-of-Office Hours toggle.
  3. Enter the fallback message and select Save. Fallback Message-Voice

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Click-to-Call

Click-to-Call lets website visitors start a voice call directly from the chat widget, providing a seamless escalation path from bot to live agent. Click to Call Customers can initiate a call:
  • Before interacting with the bot.
  • During an active bot conversation.
  • During a live chat (the chat agent receives a closure notification and moves to After Call Work).
The Click-to-Call flow appears in Conditional Flows only after it’s enabled in Theme & Design.
How flows work:
  • Click-to-Call launches a flow in the Flow Builder.
  • A default flow is published automatically. It includes an Agent Transfer node and the message: “Please wait while we connect you to an agent.”
  • Removing the Agent Transfer node triggers a warning before publishing.
What administrators can add to a Click-to-Call flow:
  • Script nodes
  • Message prompts
  • Business hours checks
  • Queue assignments
  • Agent availability checks
  • Agent transfers
  • End Flow node
Multiple flows:
  • Administrators can create multiple Click-to-Call flows for different use cases.
  • Each flow has a unique Flow ID.
  • Developers pass the Flow ID in the Web SDK configuration or SDK headers to control which flow triggers.
  • SDK headers can pass user metadata (such as page URL) to support conditional logic.
Developer setup:
  1. Get the Flow ID from the Flow Builder.
  2. Add the Flow ID and any required headers (user ID, session ID, page name, page URL) to the Web SDK configuration.
  3. Deploy SDK updates.
Web SDK deployment options:
Modifications to SDK source code are made at your own risk. Custom modifications may not receive full support in future SDK updates.
End-to-end flow:
  1. The customer clicks the Call button in the chat widget.
  2. A confirmation pop-up appears. The customer selects Confirm.
    • If the customer switches to Click-to-Call during a live chat, the chat agent moves to After Call Work (ACW).
  3. The system initiates a voice call to the contact center. Call Connected
    • Context (chat transcript, user ID, session ID, page URL) is passed to the agent.
    • The call routes through the configured Click-to-Call flow.

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Chat Flows

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Out of Operational Hours

Sets the auto response message sent during non-business hours for automated and live chats. Messaging (automated chat): In the General Settings tab, MessagingAT is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. Select the In Queue Flow to add the customer to an agent’s waiting queue. Out of Operational Hours Chat Message Live Chat: In the General Settings tab, endingLiveChatAndOther is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed. Out of Operational Hours End Live Chat Message

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No Agents Available

Sets the message sent when no agents with the required skills are available. Select No Agents Available Chat Flow to open the configuration. Messaging (automated chat): In the General Settings tab, messagingEnd is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed. No Agents Available Messaging Live Chat: In the General Settings tab, LiveChatEnd is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed. Live Chat End Messaging On Error: In the General Settings tab, error is selected under Your Message to User. Edit the message, change the language, or add messages using + Add Another. The chat ends after the message is displayed. On Error Message

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Fallback Messages

If a conversation doesn’t match any queue-specific configuration, the system displays a fallback message to the customer. You can configure fallback messages for No Agent Available and Out-of-Office Hours scenarios. To configure the fallback message:
  1. Select Fallback Messages in the upper-right corner.
  2. Select Call Experience and turn on the Enable Fallback Message for No Agent Available or Enable Fallback Message for Out-of-Office Hours toggle.
  3. Enter the fallback message and select Save. Fallback Message-Chat

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In Queue Transfer Flow

Routes a conversation to the queue where agents have the required skills, triggered when the conversation enters a queue before agent assignment. Steps to create an In Queue Transfer Flow:
  1. Select New. New Button
  2. In the New Outbound Flow window, enter a Conditional Flow Name and Description.
  3. Select In Queue Transfer Flow from the Flow Type dropdown.
  4. Select the Channel (Voice or Chat) and select Create & Continue to Flow Design. New Outbound Flow Window
  5. In the Waiting Experience tab, select a flow from the In Queue Flow dropdown. In Queue Flow
You can also create custom Conditional Flows for No Agents Available and Out of Hours by following steps 1-4 above.

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Manage Conditional Flows

Update a flow: Select the (⋮) icon next to the flow and select Update. Update Conditional Flow Delete a flow:
  1. Select the (⋮) icon next to the flow and select Delete. Delete Conditional Flow
  2. In the confirmation pop-up, select Delete. Delete Confirmation
Deleted conditional flows can’t be restored. Default flows can’t be deleted.

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Waiting Flows

Waiting Flows let you customize the experience for customers waiting in queue — for both voice and chat channels. What you can configure:
  • Routing rules based on agent skills, queues, or skill + queue combinations.
  • Routing rules based on agent skills.
  • Initial messages when a request enters a queue.
  • Hold audio for calls.
  • Periodic messages for calls and chats.
  • Callback when wait time exceeds a limit.
  • Voicemail when wait duration, queue position, or estimated wait time exceeds a threshold.
To access Waiting Flows, go to Contact Center AI > Flows > Waiting Flows. Waiting Flows list fields:

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Add a Waiting Experience

  1. Go to Flows & Routing > Waiting Flows.
  2. Select + New Waiting Experience.
  3. Configure the three tabs: Configuration, Call Experience, and Chat Experience.

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Configuration Tab

Name and Description: Enter a Name and a brief Description for the entry. Routing Rules: Define which conversations use this Waiting Experience. Conditions can be based on Skill, Queue, or a combination of both. Supported condition types: How the system selects a Waiting Experience:
  1. Filters all entries whose routing conditions match the conversation — based on skill, queue, or skill + queue as configured.
  2. Sorts by number of routing rules (descending) — more specific entries take priority.
  3. If two entries have the same number of rules, the system selects the one created earliest.
The first matching entry in this evaluated order is selected for execution. Examples:
Existing skill-only configurations continue to work without modification. Queue-based conditions are additive and do not affect entries that use skill conditions only.

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Call Experience Tab

Configures the in-queue experience for voice calls. Call Experience Initial Message Plays when a call enters the queue. Enabled by default. Edit the message text and select a language. Initial Message Agent Transfers Plays when the customer transfers to an agent or queue. Enabled by default. Edit the message text and select a language. Agent Transfers Hold Audio Plays while the customer is on hold. Select the audio file from the Hold Audio dropdown. Hold Audio Periodic Messages Plays at intervals while the customer waits. To configure:
  1. Set the interval in seconds.
  2. Set the play order: Random or Sequential.
  3. Set the playback type: Once or Looped.
  4. Edit the message text and language. Select ✔ to save or x Close to discard.
  5. To add another message, select + Add Another.
  6. To remove a message, select the Delete icon next to it.
Periodic messages can include queue information using these variables: Periodic Messages Callback Option Offer or require a callback when the wait time exceeds a set limit.
  1. Turn on the Callback toggle.
  2. Set the digit key customers press to request a callback. Choose Offered or Forced.
  3. Edit the callback message. Select ✔ to save or x to discard.
Enable Callback Number Confirmation Callback Number Confirmation is an optional feature that lets callers verify or update the phone number they want to receive the callback on before being placed into the callback queue. When enabled, the system launches the Callback Number Confirmation dialog flow after the caller chooses the callback option from the waiting experience. The caller can:
  • Confirm the caller ID number from which they are calling.
  • Enter an alternate callback number, including country code.
  • Verify the entered number before final confirmation.
  • Complete the callback request using either Dual-Tone Multi-Frequency (DTMF) keypad input or voice input.
Callback Confirmation Flow The platform installs a default Callback Number Confirmation dialog flow in all existing and created applications. The flow is fully editable and customizable. The confirmed callback number is stored and used when an agent becomes available. The caller’s position in the queue is preserved and the call is disconnected after confirmation. Default Flow Behavior
  1. Callback offer: When the queue wait threshold breaches, callers are offered a callback option. For example: Looks like it might take a while for an agent to become available. To choose the callback option, press 1 at any time during your wait.
  2. Number verification: The system reads the caller’s phone number digit-by-digit and lets caller to confirm the number or enter a different number for a callback.
  3. Alternative number entry: If the caller chooses to provide alternate number for callback, they are prompted to enter a complete phone number, including the country code.
  4. Alternative number confirmation: The system reads back the entered number and prompts the caller to confirm or re-enter it.
  5. Final confirmation: The system reads the confirmed callback number for the callback request and the caller can disconnect the call.
  6. Agent callback: When an agent becomes available, the system initiates the callback request using the confirmed number.
Retry and validation rules
  • The system supports both DTMF and Voice Input.
  • Callers can retry number entry if validation fails.
  • If number capture fails after the configured retry limit, the system follows the configured fallback behavior in the dialog flow.
  • Existing callback failure handling behavior remains unchanged.
Enable this feature only if callers need to confirm or provide an alternate callback number. Otherwise, we recommend leaving it disabled, as it adds additional steps to the callback flow and may impact the caller experience.
Voicemail Offer or require a voicemail in any of these conditions:
  • Call wait duration exceeds x minutes.
  • Queue position exceeds x.
  • Estimated wait time exceeds x minutes.
To configure:
  1. Turn on the Voicemail toggle.
  2. Set the digit key that customers press to leave a voicemail. Choose Offered or Forced.
  3. Edit the voicemail message. Select ✔ to save or x to discard. Voicemail

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Chat Experience Tab

Configures the in-queue experience for chat interactions. Chat Experience Tab Initial Message Appears when a chat enters the queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard. Initial Message Agent Transfers Appears when the customer transfers to an agent or queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard. Agent Transfers Periodic Messages Appears at intervals while the customer waits in the chat queue. To configure:
  1. Set the interval in seconds.
  2. Choose Random or Sequential display order.
  3. Choose Once or Looped.
  4. Edit the message text and language. Select ✔ Done to save or x Close to discard.
  5. To add another message, select + Add Another.
  6. To remove a message, select the Delete icon next to it.

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Email Experience Tab

Configures the in-queue experience for email interactions. Email Experience Initial Message Appears when an email enters the queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard. Initial Message Agent Transfers Appears when the customer transfers to an agent or queue. Enabled by default. Edit the message text and language. Select ✔ Done to save or x Close to discard. Agent Transfers Periodic Messages Appears at intervals while the customer waits in the chat queue. To configure:
  1. Set the interval in seconds.
  2. Choose Random or Sequential display order.
  3. Choose Once or Looped.
  4. Edit the message text and language. Select ✔ Done to save or x Close to discard. To add another message, select + Add Another. To remove a message, select the Delete icon next to it. Periodic Messages
Select Save at the bottom of the window. You can save from any tab.

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Edit a Waiting Flow

  1. In the Waiting Flows list, select the Edit icon for the entry.
  2. Modify the configuration as needed and select Save. A success confirmation message appears.

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Delete a Waiting Experience

  1. In the Waiting Flows list, select the Edit icon for the entry.
  2. Select the Delete icon.
  3. Select Yes to confirm.
Deleted Waiting Flows can’t be restored. Proceed with caution.

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Debug and Troubleshoot

The Debug window lets you inspect NLP details, execution logs, and session variables for a chat interaction. Select the Debug icon in the upper-right corner of the chat window to open it. Debug Logs Icon The Debug window has three tabs:

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Debug Log

The Debug Log displays the interaction flow in a chat-style format, pairing user inputs with system responses. This makes it easy to trace conversation steps, inspect context at each stage, and identify where issues occur. Learn more. Events by node type: