Look up Case Status by Number

You can use an Input IVR together with a data dipdata dip - Data dips are search points that collect data from external platforms (like a CRM) or within the call flow. For example, if you ask a caller to input their customer number, this number will be verified against a database. to look up the status of a case in Salesforce and play it back to the caller.

In the Input IVR ask the callers to enter their case number:

Next, configure a Salesforce data dip exit in which the case status is retrieved:

SELECT Id, Owner.Email, CreatedDate, Status, Subject FROM Case WHERE Status='New' AND Priority='High' AND CreatedDate=LAST_N_DAYS:7 AND (ContactPhone = '%{current_flow.source_address}' OR ContactMobile = '%{current_flow.source_address}' OR ContactFax = '%{current_flow.source_address}') ORDER BY CreatedDate DESC LIMIT 1

Finally, in the Exits tab you can add an Assignment and Dial componentcomponent - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide. to send the call to the Support line when the query succeeds:

This way, before answering the call, the Support team can be informed about the case status through Callbar (if the case_status variablevariable - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. is added as a context variable).