Dynamic Call Prioritization

The Dynamic call prioritization uses the result of 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. in Salesforce to assign a higher value to a priority 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. for calls from VIP customers (i.e. it validates the caller and assigns the priority accordingly).

To do this, you need to configure a Salesforce data dip 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 retrieve data through a contact priority variable:

You can use the following SOQLSOQL - Salesforce Object Query Language. See Salesforce’s documentation to learn more, https://developer.salesforce.com/docs/atlas.en-us.soql_sosl.meta/soql_sosl/sforce_api_calls_soql_sosl_intro.htm query:

SELECT Id, Contact_Priority__c, Owner.Email, CreatedDate FROM Contact WHERE Phone = '%{current_flow.contact_phone}' OR Fax = '%{current_flow.contact_phone}' OR MobilePhone = '%{current_flow.contact_phone}' OR HomePhone = '%{current_flow.contact_phone}' OR OtherPhone = '%{current_flow.contact_phone}' OR AssistantPhone = '%{current_flow.contact_phone}' ORDER BY CreatedDate DESC LIMIT 1

Next, you can configure an Assignment and dial component to define the priority based on the contact priority variable added in the Salesforce data dip component.

To do this, you need to select that variable in 'Variable in the flow context'.

In this example, the call will be handled by the Support line based on the priority fetched from Salesforce.