Hi, is it possible to have a prompt in the inbound call flow where we tell the caller to input their reference number so the agent can see it on the screen when answering the call?
If the reference number is just as string of digits, you could look at using the "Collect Input" data action. Otherwise you would need to call a bot flow and use "Ask for Slot" actions to gather the required information. The reference number could be passed back to the Inbound Call flow from the bot flow if required there also.
A regex slot type would probably be the best to capture a reference number.
Hope this helps.
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